Neha Mohammed

Core Skills: Real-Time Monitoring, Service Level Management, Schedule Adherence, Intraday Reporting, Queue Management, Workforce Support, Customer Support, Process Compliance, Documentation Review.

Tools & Systems: Sprinklr, Avaya, Genesys, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Google Sheets, Google Docs, CRM Systems, Live Chat Platforms. Project-Based / Freelance: Contribute to project-based AI training and data evaluation tasks. Perform assigned evaluation and data-related tasks according to project-specific guidelines and quality requirements.

Apply attention to detail, consistency, and accuracy while completing project deliverables. Support human evaluation processes used in the development and improvement of AI-powered systems.

Workforce Management Analyst - IntouchCX - Hyderabad

(2024-08)

• Monitored real-time performance and queue health across voice, chat, and email channels using WFM platforms (Sprinklr, Avaya, Genesys) taking swift corrective actions to maintain optimal operations.
• Tracked, analyzed, and managed key contact center metrics including Average Handling Time (AHT), Average Speed of Answer (ASA), Service Level (SL), Occupancy, Shrinkage, and Schedule Adherence.
• Identified service level risks and forecast deviations early, performing intraday adjustments to staffing schedules, skilling profiles, and break times to optimize agent utilization.
• Generated and distributed hourly, intraday, and daily performance reports to operational leaders and key stakeholders to drive data-backed decision-making.
• Led real-time communication with Team Leaders and Operations management regarding operational alerts, emerging performance risks, and system incidents.
• Managed intraday incident and outage workflows, re-routing traffic and reallocating resources to minimize service disruption under high-pressure conditions.
• Partnered closely with WFM Planners and Operations teams to ensure tight alignment between forecasted schedules and real-time intraday execution.
• Utilized Excel and Google Sheets to model real-time performance data and recommend continuous process improvements for operational efficiency.

Senior Customer Care Representative - IntouchCX - Hyderabad

(2025-06)

• Provided real-time customer support via live chat, efficiently managing multiple simultaneous chat sessions while delivering high first-contact resolution (FCR) rates.
• Managed critical customer escalations from junior representatives, analyzing complex issues and resolving complaints with professionalism and empathy.
• Maintained deep product knowledge across digital platforms, guiding users through troubleshooting steps and account management procedures.
• Tracked and met key performance indicators (KPIs), consistently exceeding targets for Average Handle Time (AHT), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores.
• Documented detailed customer interaction logs and categorized recurring bug reports in internal CRM systems.

Content Moderation & Quality Specialist - Nakshatra Media Works (NMW) - Hyderabad

(2022-05 - 2024-07)

• Reviewed, validated, and maintained high-volume business data records and user-generated text/media to filter inaccuracies and enforce platform guidelines.
• Performed strict content quality verification and review, actively catching data errors to achieve a 100% error-free content metric.
• Managed large volumes of structured data and content logs while maintaining full data integrity and corporate confidentiality.
• Maintained and validated internal databases and employee profiles while ensuring exhaustive operational compliance.
• Processed, reviewed, and organized specialized media/text datasets across complex organizational systems to support language modeling and quality accuracy.
• Successfully coordinated and tracked multi-departmental workflow tasks, increasing overall staff delivery

Accountant Assistant - Kenz Hypermarket - Muscat

(2021-06 - 2022-02)

• Tracked and resolved discrepancies in financial records through detailed variance analysis and prompt ledger adjustments.
• Streamlined routine reporting processes using advanced Excel functions to deliver faster, error-free financial summaries.
• Partnered with cross-functional teams to verify expense documentation and uphold internal financial control standards.
• Managed end-of-month reconciliation tasks, ensuring all ledger entries and transactional records balanced on schedule.

Back Office Executive - Kenz Hypermarket - Muscat

(2021-02 - 2021-06)

• Managed high-volume back-office operations, data entry, and record maintenance with a high degree of precision.
• Processed critical documents and updated internal databases efficiently while ensuring strict data accuracy.
• Coordinated cross-departmentally with key teams to streamline operational workflows and eliminate bottlenecks.
• Maintained strict adherence to data security standards and protocol while handling confidential business records.

Bachelor of Commerce - Business/Commerce, General - Osmania University (2016-08 - 2019-03)