Ruchi Vig

Truthful, Hardworking and Disciplined professional with exceptional communication and client relationship management and administrative skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for a proactive approach in identifying and addressing issues, with a focus on optimizing processes and supporting team objectives.

Senior Analyst (Scheduling) – Resource and Planning Department - CONCENTRIX (WEB HELP UK) - Gurgaon, Haryana

(2015-07 - 2016-06)

• Preparing Monthly and weekly schedules based on the historical data.
• Collaborating with cross-functional teams to identify improvement opportunities within workflows; conducting root cause analysis to resolve client issues and improve service delivery.
• Creating and implementing staff structuring to save costs and enhance clients' experience while meeting Service Level Agreements.
• Analyzing data trends like call arrival pattern to generate more accurate schedules while supporting strategic decision-making.
• Maintaining the historical data for future scheduling purposes.
• Ensuring timely delivery of schedules and training allotment for 900+ employees across 9 sites, providing recommendations to improve and maintain Service Level Agreements with minimum impact on financials using scheduling strategies.
• Improving internal knowledge sharing by developing comprehensive documentation outlining Standard Operating Procedures for various tasks.

Analyst (Scheduling Team) – Resource Optimization Centre - SITEL - Gurgaon, Haryana

(2011-12 - 2015-06)

• Responsible for providing the Hours, Schedule types for agents for Portfolios being handled, considering the client service level agreement & target.
• Maintaining Central Workforce Activities for all lines of business across North America, Asia Pacific, and EMEA regions.
• Providing recommendations to Operations for Over time and shift slides to cover hotspots and over delivery.
• Attending the planning and scheduling calls to discuss the overviews of future planners.
• Notifying all required departments of any changes in schedules, requests and updates shared by the clients' to make sure that all the changes are implemented on time.
• Maintaining clients' related data while keeping direct communication with clients for any changes or new requests to be implemented.
• Acted as a single point of contact for Workforce Management with Operations and all other pertinent departments regarding issues specific to each functional unit.

Technical Support Officer – OPTUS - CONVERGYS - Gurgaon, Haryana

(2008-10 - 2011-12)

• Handling customers' queries related to technical faults for an Australian-based Internet Service Provider (OPTUS).
• Managing second-level escalations for difficult technical issues while resolving them with various procedures.

Collection Service Representative - GLOBAL VANTEDGE - Gurgaon, Haryana

(2007-09 - 2008-10)

• Maintained high-volume inbound and outbound collection calls to resolve outstanding accounts.
• Developed and implemented effective payment plans for customers, enhancing recovery rates.
• Analyzed customers' accounts to identify trends in payment delay behavior and recommended solutions.

BBA – Bachelor of Business Administration - Business Administration - Delhi Institute of Management Studies

Air Force Sr. Sec. School, Delhi Cantt