To contribute to the success of an organization by utilizing my skills and experience, while also fostering my personal growth and development in a challenging and dynamic environment.
Overview
7
7
years of professional experience
Work History
Assistant Manager - WFM
Concentrix
Gurgaon, HR
12.2025 - Current
Utilized data analysis tools to identify trends and provide insights for informed decision-making on staffing requirements.
Prepare schedule on time every week for given Process.
Make necessary adjustments midweek as per client requirement.
WFM Lead Associate (Promoted as Team Leader in WFM)
IGT Solutions
Gurgaon, HR
11.2021 - 10.2025
Currently serving as a Real-time Analyst, managing resource planning and client requirements for multiple processes.
Prepare and share end-of-day (EOD) and month-to-date (MTD) reports for processes.
Plan client requirements and prepare rosters based on process needs.
Communicate with clients regarding previous-day performance, challenges, and future requirements.
Address downtime issues, resolve real-time challenges, and update agent schedules on IEX.
Maintain weekly performance/KPI reports and dashboards for review.
Working Platforms: CMS Avaya, Prohance, Oktat
Supervisor (Escalation Desk, Promoted to RTM Desk)
Ienergizer
09.2020 - 09.2021
Managed escalation desk, ensuring timely resolution of complex customer issues.
Promoted to RTM Desk, responsible for sharing real-time reports and monitoring SLA performance.
Analyzed SLA achievements and provided daily RCA reports.
Managed daily reports and maintained service delivery targets.
Working Platforms: CMS Avaya, DataMart
Customer Relationship Officer (Promoted to Supervisor)
Hinduja Global Solutions
12.2018 - 08.2020
Answered incoming calls and responded to customer queries via email, helping troubleshoot and resolve issues.
Supported trainees in certification programs, assisting in product knowledge and customer service skills.
Handled escalated cases, raising ServiceNow tickets for resolution.
Provided support for international roaming customers and managed end-to-end resolution.
Coordinated follow-ups with customers and escalation teams to ensure timely issue resolution.
Education
Master of Business Administration - undefined
Chandigarh University
01.2018
Skills
Customer Relationship Management
Customer Service
Scheduling
Roster management
CRM tools
MS Excel
Scheduling software
Team collaboration
Work ethics
Task management
Deadline management
Communication
Problem-solving
Certification
I certify that the information in this CV is accurate and reflects my qualifications to the best of my knowledge.
Timeline
Assistant Manager - WFM
Concentrix
12.2025 - Current
WFM Lead Associate (Promoted as Team Leader in WFM)
IGT Solutions
11.2021 - 10.2025
Supervisor (Escalation Desk, Promoted to RTM Desk)
Ienergizer
09.2020 - 09.2021
Customer Relationship Officer (Promoted to Supervisor)