Hello World
Chennai
Summary
Results-driven Senior Analyst at HCL Technologies with expertise in data analysis and performance monitoring. Successfully optimized workforce schedules, enhancing productivity and operational efficiency. Proven ability in client relationship management, delivering actionable insights that support strategic decision-making. Adept at training teams and adapting to dynamic environments, ensuring high service levels.
Overview
8
8
years of professional experience
Work History
Senior Analyst
HCL Technologies
07.2019 - Current
- Monitored adherence to service level agreements, ensuring operational targets are met consistently.
- Trained new analysts on workforce management systems and best practices for data analysis.
- Provided insights through reporting tools, enhancing decision-making for management strategies.
- Managed intraday staffing adjustments, responding quickly to changes in call volume or service level requirements.
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Provided actionable insights based on performance analytics to drive workforce effectiveness and productivity.
Customer Service Executive
Allsec Technologies
08.2017 - 07.2019
- Resolved customer inquiries through various communication channels, ensuring high satisfaction levels.
- Assisted in processing orders and managing account issues efficiently.
- Collaborated with team members to improve service delivery and response times.
- Utilized CRM software to track customer interactions and follow-ups effectively.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Learned and adapted quickly to new technology and software applications.
Education
Bachelor of Arts - Information System Management
Alpha Arts And Science College
Porur04-2017
Skills
- Client management
- Client relationship management
- Data analysis
- Performance monitoring
- Queue management
- Workforce software
- Setting schedules
- Quantitative skills
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Elementary (A2)
Timeline
Senior Analyst
HCL Technologies
07.2019 - Current
Customer Service Executive
Allsec Technologies
08.2017 - 07.2019
Bachelor of Arts - Information System Management
Alpha Arts And Science College
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