Thakur - Excellent Communication Skills - Gurgaon, Haryana, India

Jyoti Thakur

Gurgaon, Haryana, India


Excellent Communication Skills


As I'm working in BPO sector,so i have excellent communication skills and I can work in odd hours as well

Work History

WFM Analyst

Convergys India Services

From December 2008

• Monitoring of queues at a real time basis and ensure delivery of SLAs.
• Monitoring planned staffing VS requirement.
• Focus on RTA (Real time adherence) to make sure that all agents are productive and following their schedules.
• Real time monitoring reporting calls volumes/AHT/staffing levels.
• Scheduling and Executing breaks/team meetings and other planned aux without impacting SLs.
• Rescheduling of break's and Lunch's for the intervals understaffed.
• Escalating non adherence or disciplinary issues to higher management.
• Extracting and publishing real-time reports based on client and internal customer requisites.
• Log the details of every interval which includes (Staffing, SL%, AB%, calls offered, calls handled vs. calls forecasted).
• Enhancing and modifying existing reports based on operational requirement.

Customer Service Executive
• Handled calls for Orange (Handset Fault) to assist customers with their hand phone related queries.
• Handled calls for Capital One UK (Collection) to collect on delinquent accounts and educate customers with an appropriate solution to prevent further delinquency.
• Mentored new hires to help them come up the learning curve.

• Being awarded with weekly R&R on multiple occasions.
• Awarded with M- Ace for October 2009.
• Mentored new hires in the team.
• Given sessions to improve NPS (Net Promoting Score).
• Got promoted to Sr. Customer Care Executive in March, 2010.
• Got promoted to WFM Analyst in August, 2012.

Qualifications & Certifications

Himachal University

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