Ritu Lohmorh
WFM RTA/MIS Analyst | Operations Management | Real-Time Monitoring Expert
About
Result-driven WFM Analyst with over 4+ years of experience in real-time monitoring, MIS reporting, and customer service excellence. Proven expertise in leveraging WFM tools like Speakeasy and Pulse, ensuring SLA compliance, and optimizing agent productivity. Adept at preparing business review decks, SOPs, and training RTAs.
Recognized for exceptional communication, problem-solving, and analytical skills. Committed to continuous improvement and delivering actionable insights that drive operational performance.
Experience
WFM RTA/MIS Analyst - Genpact India Pvt. Ltd. - Gurugram, India
(2020-01)
- Ensured SLA adherence through proactive real-time monitoring of queues, leading to a 15% improvement in response time.
- Generated and automated real-time dashboards using tools like Pulse and Speakeasy, cutting reporting time by 30%.
- Created Weekly, Monthly, and Quarterly Business Review decks presented to senior leadership.
- Trained new RTAs and helped standardize SOPs across teams, improving onboarding efficiency.
- Developed staffing schedules to align with forecasted call volume, optimizing resource allocation.
Customer Support Representative - Accenture India Ltd. - Gurgaon, India
(2017-03 - 2018-10)
- Resolved escalated customer queries with 95% first-contact resolution rate.
- Delivered technical and non-technical support, enhancing overall customer experience.
- Improved team KPIs by providing detailed product insights and accurate troubleshooting.
Customer Delight Associate - Jindal Intellicom (Zomato Process) - Gurgaon, India
(2018-11 - 2019-06)
- Increased CSAT scores by implementing feedback-driven service strategies.
- Collaborated cross-functionally to streamline support workflows.
- Maintained consistency in quality and communication standards.
Executive Assistant (Backend) - Employee Pooling Resources Pvt. Ltd. - New Delhi, India
Approx. 1.5 Years
- Handled US-based clinical and medical data using multiple software platforms.
- Processed insurance applications, amendments, and renewals under HIPAA compliance.
- Gained exposure to US healthcare operations and backend data workflows.
Education
Master of Science - Applied Operations Research - University of Delhi – South Campus (2012-12)
Bachelor of Science - Mathematics (Honours) - University of Delhi (2012)
