ROHIT KUMAR RAJU
Workforce Management
Lucknow
Summary
Results-driven professional with 9+ years of experience across Customer Service, Analytics and Workforce Management. Strong hands-on experience in Real-Time Monitoring (RTA), Schedule Adherence, Queue Management, MIS Reporting, Dashboard Preparation, Workforce Planning Support and Advanced Microsoft Excel.
Overview
1
1
Language
10
10
years of professional experience
Work History
WORKFORCE MANAGEMENT (WFM) EXECUTIVE
Reliance Jio
11.2022 - Current
- Real-Time Monitoring (Monitored real-time alerts to ensure efficient operations.)
- Compiled management information system reports for decision-making.
- Generated MIS reports to provide insights for strategic decision-making and resource management.
- Advanced Excel Reporting
- Scheduling
Senior Assistant (Analytics)
Cogent E-Services
07.2022 - 10.2022
- Compiled and analyzed MIS reports to inform decision-making.
- Coordinated daily administrative workflows to support operational continuity and task prioritization.
- Managed documentation, records, and data accuracy across routine business processes.
- Prepared reports and tracked updates to support informed decision-making.
Senior Assistant (Analytics)
GVK EMRI
11.2019 - 06.2022
- Conducted reporting and data analysis to support decision-making processes.
- Coordinated daily support operations, ensuring accurate task completion and smooth workflow across teams.
- Monitored service queues and prioritized assignments to maintain consistent turnaround and response quality.
- Resolved escalated customer concerns with diplomacy, protecting service standards and client satisfaction.
Customer Service Associate
GVK EMRI
01.2017 - 11.2019
- MIS Executive
- Managed inbound emergency and service calls, capturing accurate details and routing cases for timely action.
- Resolved customer complaints with calm communication, ensuring issue closure and service satisfaction.
- Coordinated with dispatch and field teams to expedite response updates and case follow-up.
Education
Bachelor of Arts - B.A.
Veer Bahadur Singh Purvanchal University
Ghazipur01-2018
Intermediate - Science
U.P. Board
Ghazipur01-2015
High School - General Studies
U.P. Board
Ghazipur01-2013
Skills
Workforce Management (WFM)
RTA
Schedule Adherence
Interpersonal skills
Operations management
Executive support
Workforce Planning
Queue Management
MIS Reporting
PERSONAL DETAILS
- Father's Name: Vinay Kumar | DOB: 11 July 1998
- Languages Known: Hindi & English | Marital Status: Unmarried | Nationality: Indian
Timeline
WORKFORCE MANAGEMENT (WFM) EXECUTIVE
Reliance Jio
11.2022 - Current
Senior Assistant (Analytics)
Cogent E-Services
07.2022 - 10.2022
Senior Assistant (Analytics)
GVK EMRI
11.2019 - 06.2022
Customer Service Associate
GVK EMRI
01.2017 - 11.2019
High School - General Studies
U.P. Board
Intermediate - Science
U.P. Board
Bachelor of Arts - B.A.
Veer Bahadur Singh Purvanchal University