Experienced Real-Time Analyst and Customer Service Specialist with over 3 years in high-volume contact center environments. Proven ability to manage real-time operations, monitor agent adherence, and optimize workforce efficiency to meet service level targets. Skilled in using tools like NICE IEX, Verint, Excel, Outlook and etc. for live queue management, intraday reporting, and staffing adjustments.
Started career in frontline customer support, developing a deep understanding of customer needs, escalation handling, and multichannel communication. This hands-on experience enhances my ability to make real-time decisions that support both operational goals and customer satisfaction.
A dependable team player known for adaptability, proactive problem-solving, and clear communication across teams and stakeholders. Passionate about driving performance, improving processes, and creating a seamless experience for both customers and agents.
