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Summary
Experienced Contact Center Professional with over 8 years of dedicated service in managing and enhancing customer interactions, with a focus on Workforce Management. Proven track record of delivering exceptional customer support, optimizing call center operations, and leading teams to achieve performance goals. Proficient in utilizing CRM systems, call center software, and workforce management tools to ensure efficient staffing and scheduling. Adept at problem-solving, conflict resolution, and consistently meeting or exceeding KPIs. Skilled in training and mentoring staff to provide top-notch customer service while maintaining a well-balanced and productive workforce.
Projects
Experience
Workforce Analyst Specialist
Resource planning, Resource management, capacity planning, Dashboard Making, payroll processing for US employees, Reporting,
Traffic Executive - WFM Lead
The main description of the job was resource optimization and planning for future capacity. Allocation of the right number of people in the right timings to meet the SLAs. Client engagement, monthly reports Weekly businesses reviews and team management were the main duties.
Reporting Executive
Automated Dashboards, Client reporting for the contact center of telenor microfinance bank
Jazz Workforce
Managing KPIs
Data Analysis
Handling client requirement
Reporting
WorkForce (RTM, MIS) - Careem
Working to maintain, Service level, reporting,
leading through positive motivation and controlling KPIs of teams. Coordination with clients regrading with new plans their implementation
Team Backup (PP)
Nourished the team and motivated them to face the challenges and help them to achieve their allocated target.
CRO
It helped me to make customer support specialist, made me to think what customer requires from a company & how company can make it better with the help of their front line representative.
