Headline

Real-Time Analyst | Optimizing Workforce Efficiency & Performance | Driving Operational Excellence at Teleperformance | Ex- HCL Tech.

About

As a dedicated professional with a strong foundation in customer service and operations, I’ve recently transitioned from my role as a Customer Service Associate (CSA) to a Real-Time Analyst (RTA), and I’m excited to apply my knowledge and expertise in a new context. In my previous role as a CSA, I developed a deep understanding of customer needs, problem-solving, and process optimization, which gave me valuable insight into service delivery and operational efficiency. Now, as an RTA, I leverage this experience to analyze real-time data, monitor performance metrics, and ensure smooth workflow management across teams. My focus is on optimizing real-time performance, reducing inefficiencies, and enhancing team productivity through effective scheduling, forecasting, and adjustment of resources. I’m passionate about improving operational efficiency, delivering exceptional service, and driving continuous improvement in fast-paced, dynamic environments. My goal is to support my team’s success by ensuring that we always have the right resources in place at the right time to deliver high-quality results.

Location

Noida

Work experience

WFM Real Time Analyst I at TP, Jan 2026 - Present · 7 mos, Uttar Pradesh, India, I’m pleased to share that I am joining Teleperformance as a WFM Real Time Analyst I. With hands-on experience in real-time operations and workforce management, I look forward to contributing my skills, analytical approach, and operational insights to support business objectives and drive performance excellence. I’m excited to collaborate with experienced professionals, take on new challenges, and continue building expertise in workforce optimization within a global MNC environment. Looking forward to this next phase of growth and responsibility. #CareerUpdate #Teleperformance #WFM #RealTimeAnalyst #ProfessionalGrowth #NewRole

Real Time Analyst at HCLTech, Nov 2024 - Jan 2026 · 1 yr 3 mos, Noida, Uttar Pradesh, India, A Real-Time Analyst (RTA) is a professional who works primarily in environments like customer service centers, call centers, or operations teams that require constant monitoring of real-time data to ensure smooth functioning. Their role is to monitor, track, and adjust resources and performance in real time, ensuring that service level agreements (SLAs) are met and operations run efficiently. Key responsibilities of an RTA include: Monitoring and Analyzing Real-Time Data: RTAs track real-time metrics like call volume, agent performance, wait times, and customer service metrics (e.g., average handle time, first-call resolution, etc.) to ensure service levels are on target. Adjusting Resources: They make real-time decisions about staffing, such as adjusting agent schedules, redistributing workloads, or handling urgent escalations to meet service level goals. Identifying and Responding to Issues: If there is a deviation from expected performance (e.g., a sudden spike in call volume or an agent not available), the RTA will take quick actions to resolve issues, like reassigning agents or alerting supervisors. Forecasting and Reporting: While the RTA role is focused on real-time activities, they often work with historical data and forecasts to adjust staffing and operations, ensuring alignment with expected demand.

Customer Service Representative at HCLTech, Mar 2023 - Nov 2024 · 1 yr 9 mos, 126 noida, Customer Care Representative at HCL Technologies Dedicated and empathetic Customer Care Representative with 1.6 years of experience in delivering exceptional service and support in fast-paced environments. Currently with HCL Technologies, where I am committed to enhancing customer satisfaction and resolving complex issues with efficiency and professionalism. In my role, I specialize in e.g., managing customer inquiries, troubleshooting technical issues, and providing timely solutions. My approach is centered around active listening, problem-solving, and building strong customer relationships to ensure a positive experience. I bring a strong background in communication, conflict resolution, and CRM systems, and I am passionate about continuous improvement and personal growth. I thrive in team settings and am driven by the challenge of exceeding customer expectations. Specialties: Customer Service, Problem Solving, Technical Support, CRM Software Achievements: 3 times Star performer in a financial year on the basis of Distinguished performance. Languages: U.S and American English and Hindi

Education

Krishna Public School Meerut

Bachelor of Computer Applications, Data Processing and Data Processing Technology/Technician, Shoolini University