Dinesh Yadav
Jaipur
Summary
Diligent MIS & RTA with solid background in optimizing workforce productivity and ensuring real-time adherence to schedules. Successfully streamlined processes that improved operational efficiency and reduced downtime. Demonstrated proficiency in data analysis and effective communication to support team objectives.
Overview
5
5
years of professional experience
Work History
Workforce Real Time Analyst
TaskUs
10.2024 - Current
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
Assistant- WFM
Everise BPO Pvt. LTD.
08.2023 - 10.2024
- Managed intraday staffing adjustments, responding quickly to changes in call volume or service level requirements.
- Reduced employee absenteeism with proactive monitoring and management of attendance records.
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Streamlined WFM processes for enhanced efficiency and productivity across the organization.
MIS Executive
Vertex Cosmos Pvt. Ltd. ( Transcom )
03.2023 - 08.2023
- Improved data accuracy by streamlining the collection, analysis, and reporting of critical business metrics.
- Reduced data processing time with the implementation of efficient automation tools and techniques.
- Optimized database performance, implementing effective data storage solutions to minimize redundancy.
- Produced tables, pivot reports and charts for use in key decision-making processes.
Mission Control Analyst
Teleperformance BPO PVT.LTD.
02.2021 - 03.2023
- Creating Day-1 reports like Login hours, EOD APR, Customer feedback survey report, Aux Details
- Preparing Weekly, Monthly reports to support Operations to present the required data
- Handling Client escalation over Call volume and answer level
- Creating Payroll Attendance based on login Hour's
- Monthly & Weekly Bonanza
Technical Support Executive
Teleperformance BPO PVT.LTD.
03.2020 - 01.2021
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Supervised technical support staff service operations and assisted with maintenance advisory.
- Served as a subject matter expert on key technologies, providing guidance and expertise to colleagues when needed.
Education
Bachelor of Arts -
University Of Rajasthan
JaipurSkills
- Scheduling optimization
- Advanced Excel
- Workforce management
- Verbal and written communication
- MIS
- Service level agreements
- Queue management
Tools Knowledge
- IEX
- Verint
- Aspect
- OneCloud
- Avaya CMS
- Excel
Timeline
Workforce Real Time Analyst
TaskUs
10.2024 - Current
Assistant- WFM
Everise BPO Pvt. LTD.
08.2023 - 10.2024
MIS Executive
Vertex Cosmos Pvt. Ltd. ( Transcom )
03.2023 - 08.2023
Mission Control Analyst
Teleperformance BPO PVT.LTD.
02.2021 - 03.2023
Technical Support Executive
Teleperformance BPO PVT.LTD.
03.2020 - 01.2021
Bachelor of Arts -
University Of Rajasthan
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