Arshdeep Garg

5+ years of experience in contact center operations at Teleperformance including Team Leader and Fraud Analyst roles. Strong expertise in workforce management, reporting, data analysis, trend analysis, and Advanced Microsoft Excel.

Team Leader at Teleperformance (2021-01 – 2022-04)

• Managed floor operations with 250+ agents.
• Inflow forecasting, queue management, capacity planning and SLA management.
• Created MIS reports, dashboards, pivot tables and performance trackers in Advanced Excel.
• Expert in VLOOKUP/XLOOKUP, HLOOKUP, INDEX-MATCH, IF, SUMIF/SUMIFS, COUNTIF/COUNTIFS, Pivot Tables, Pivot Charts, Conditional Formatting, Data Validation, Filters, Sorting, Text functions, charts and basic dashboards.
• Performed trend analysis, root cause analysis and KPI reporting (AHT, CSAT, QA, Productivity).

Fraud Analyst at Teleperformance (2019-09 – 2021-01)

Performed fraud investigations, risk analysis and transaction monitoring using analytical reporting.

Customer Care Executive at Teleperformance (2018-03 – 2019-09)

Handled customer support via chat, email and voice while maintaining high CSAT.

Bachelor of Arts in B.A. – Kalinga University