Muskan Dwivedi

Business Analyst

Bengaluru, Karnataka, India5 yrs 6 mos experience

Highly Stable

Key Highlights

Experienced in workforce management and analytics.
Strong background in customer-centric roles.
Proven track record in mentoring and training.

Stackforce AI infers this person is a Workforce Management Analyst with expertise in E-commerce and customer support analytics.

Contact

Skills

Core Skills

Workforce PlanningCustomer Contact

Other Skills

Workforce ManagementData AnalysisCommunicationAttention to DetailBusiness Relationship ManagementProblem SolvingQueue ManagementKey MetricsE-commerceManagement Information Systems (MIS)Commerce

About

Experienced Representative with a demonstrated history of working in the internet industry. Skilled in E-commerce, Management Information Systems (MIS), Commerce, Workforce Planning, and Customer Contact. Currently working with the Earth’s most customer-centric company - Amazon. Strong support professional with a Bachelor of Commerce - BCom, focused in Finance, Accounting, Taxation, Marketing from Jesus and Mary College.

Experience

Amazon

4 roles

Business Analyst - WFM (Ads Trust)

Promoted

Oct 2024 – Present · 1 yr 5 mos

Workforce Management Analyst - (ATO)

Workforce ManagementData AnalysisCommunicationWorkforce PlanningCustomer Contact

Real Time Analyst - Amazon (SPS)

Jan 2023 – Oct 2024 · 1 yr 9 mos

Responsible for monitoring and analyzing real time information for Selling Partner Support and recommend tactical and strategic actions.
Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence.
Managing Service Level (SL) for both In-house and Partner sites. Coordinate with partner sites on SL management over 24x7 bridge.
Work on real-time tickets related to non-production activities.
Serves as primary interface between WFM and Site Operation leadership to strengthen partnership.

Attention to DetailCommunicationBusiness Relationship ManagementProblem SolvingQueue ManagementWorkforce Planning+1

Real Time Analyst (Interim) - Amazon (SPS)

Apr 2022 – Jan 2023 · 9 mos

Responsible for monitoring and analyzing real time information for Selling Partner Support and recommend tactical and strategic actions.
Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence.
Managing Service Level (SL) for both In-house and Partner sites. Coordinate with partner sites on SL management over 24x7 bridge.
Work on real-time tickets related to non-production activities.
Serves as primary interface between WFM and Site Operation leadership to strengthen partnership.

Attention to DetailCommunicationBusiness Relationship ManagementProblem SolvingQueue ManagementWorkforce Planning+1

Seller Support Mentor - Amazon (SPS)

Aug 2020 – Mar 2022 · 1 yr 7 mos

Working as mentor and supporting new hire batches with process learning and technical support for NA, UK and CA market to make them self sufficient to
understand vendor issues, research issue and response to vendors.
Dive deep on metrics and giving end results to vendors with customer obsession
as main priority.
Identified knowledge gaps and bring it to notice of trainers to plan refresher
sessions. Share real-time feedback with new hires while supporting them on
cases.
Currently Handled 3 new hire batches and trained them on multiple skill sets and
was appraised for the quality of work.
Offered friendly and efficient service to customers, handled challenging
situations with ease.
Participated in team-building activities to enhance working relationships.
Managed 3 teams of [6] employees each, overseeing training, and
professional growth of employees.