Real time Analyst (GCC- In house) - Coinbase
(2024-09 - 2026-04)
- Monitored multi-channel live queues (Voice/Chat) during high-volatility crypto market cycles, maintaining an average of 90% SLA through tactical real-time skill routing.
- Managed real-time operations with global vendor partners for crypto-based platform, ensuring compliance with SLAs, adherence to schedules, and delivery of optimal service.
- Leveraged WFM tools (Amazon Connect) for schedule modifications, skill adjustments, and real-time workforce optimization.
- Coordinated all intraday escalations as central point of contact between internal WFM, operations, and external vendor RTAs.
- Conducted post-intraday reviews and root cause analyses to enhance future real-time responsiveness and vendor performance.
- Applied expertise and knowledge to interpret complex information, identify trends or patterns, and offer recommendations to support decision-making processes.
Global Command Center Analyst (RTA - In house) - DAZN Pvt Ltd
(2024-05 - 2024-09)
- Responsible for monitoring and analysing real-time data from multiple sources to maintain situational awareness.
- Escalated issues to leadership for timely resolutions of performance deviations and managed intraday performance for assigned accounts.
- Dynamically adjusted staffing levels and call routing protocols for live-stream sporting events, mitigating sudden volume spikes and improving interval SLA.
- Developed reports for Operations to analyse data and provided insights for improving service levels.
- Collaborated closely with key stakeholders, including field personnel, managers, and executives, to ensure effective communication and coordination.
Real Time Analyst (WFM) - Intouch India Private Limited
(2023-05 - 2024-04)
- Analysed and managed chat/call volume in real time to meet service levels consistently.
- Optimized intraday schedules, breaks, and lunches for 200+ agents, boosting schedule adherence by 6-7% and reducing shrinkage.
- Created daily, weekly, and monthly reports, and conducted intraday reporting and MI operations.
- Identified chat and call volume trends and averages each month and quarter.
- Collaborated with supervisors and managers to identify and track planned and unplanned absences and attendance issues.
Trainer - Wipro Technologies
(2020-05 - 2022-07)
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Trained newly hired talent for key positions, enhancing team effectiveness.
- Delivered constructive feedback and positive reinforcement, fostering trainee motivation.
- Regularly evaluated individuals for progress and growth potential, informing advancement and additional training decisions.
Process Executive - Cognizant Technologies
(2018-09 - 2020-04)
- Analysed internal processes and recommended procedural or policy changes, implementing solutions that enhanced operational effectiveness.
- Resolved customer complaints through effective communication and problem-solving strategies.
- Worked closely with team members to fulfil project objectives.
