Nov 2023 – Apr 2025 · 1 yr 5 mos · Gurugram, Haryana, India · On-site

• Major Roles
•  Track agent activities live (e.g., available, on-call, in wrap-up, break) to ensure schedule adherence and optimal staffing levels.
•  Monitor key performance indicators (KPIs) like service level, average handle time (AHT), and queue times throughout the day.
•  Ensure agents are following their scheduled shifts, breaks, and log-in times accurately, flagging any deviations in real time.
•  Manage Email queues by rerouting or rebalancing resources during spikes to maintain service level agreements (SLAs).
•  Provide hourly or real-time reports to operations and workforce management teams on attendance, performance, and SLA status.
•  Make real-time decisions to move agents between queues, skills, or channels (voice, chat, email) to match demand.
•  Alert supervisors or floor managers immediately when critical thresholds (e.g., long wait times, abandoned calls) are breached.
•  Track and report system issues affecting agent productivity, and escalate technical faults to IT or relevant departments.
•  Coordinate with Workforce Management and Operations teams to align forecasts, schedules, and real-time actions.
•  Analyze trends in intraday performance and recommend improvements in staffing or scheduling for future shifts.

Jul 2022 – Jul 2023 · 1 yr · Gurugram, Haryana, India · On-site

•  Working on Twitter Handle of Airtel Cares & Airtel India.
•  Resolve customer concern via chat (Twitter Public Post & DM)
•  Rewarded as the best Performer – Twitter
•  Handling training sessions to new joinees.
•  Assisting new OJT batches on floor.
•  Handling new new OJT batches till they hit floor.

Mar 2019 – Jul 2022 · 3 yrs 4 mos

• As Director of Events Doctor, I led the planning, execution, and management of diverse large-scale events, including food festivals, music festivals, fashion festivals, and fashion shows. My role involved end-to-end project oversight—from concept development and vendor coordination to marketing strategy and on-ground execution. Under my leadership, the company successfully delivered high-impact experiences, collaborated with top brands and artists, and established a strong presence in the event and entertainment industry.

Jan 2017 – Present · 9 yrs 2 mos

• We create brands for people.

May 2013 – Feb 2016 · 2 yrs 9 mos · Gurugram, Haryana, India · On-site

•  Resolving client’s Electric & Gas bills issues over chat/calls
•  Provide alternate solution if unable to pay off their bills.
•  After 7 Months shifted to U.K (Wales) for training & enhancement of skills for training other employees in India
•  After returning from Wales, got promoted as Sinor Associate in British Gas for training new employees and started handeling some of the HR work like taking interviews, Onboarding, documentation, deprting selected cadidated to desired team.
•  Received award for extra ordinary performance for the entire year, alongwith Bonus, Salary Increment and promotion in designation.

Nov 2012 – Apr 2013 · 5 mos · Gurugram, Haryana, India · On-site

•  We have to handle NRI’s accounts and provide them information about their corporate cards.
•  Helping customer with their issues for using their corporate card, while they travel to any country.
•  Provide support for their remaining payments, upgrading their card, their Amex Points and their renewal updates.

Jan 2011 – Jun 2011 · 5 mos · Hauz Khas, Delhi, India · On-site

•  Worked on a project named as “SABLA“

Aug 2008 – Dec 2010 · 2 yrs 4 mos · Noida, Uttar Pradesh, India · On-site

•  Resolving customers issue through chat.
•  Helping customer with their issues in the software/games.
•  Looking for glitches and provide resolution to the concern team.