Kanchan Kumari

· Vehicle Weighing: Operate weighing equipment to accurately weigh trucks, trailers, and containers to determine their weight for compliance with legal regulations.

· Data Entry: Record and input weight readings, vehicle details, and other relevant information into the company’s database or weighbridge software.

· Documentation: Prepare and issue weight tickets or reports to drivers, ensuring all necessary information such as date, time, and weight is correctly documented.

· Inspection: Inspect vehicles and loads for compliance with safety and legal standards, checking for overloading or unsafe cargo.

· Customer Service: Interact with drivers and clients professionally, providing assistance and information regarding the weighing process and operational procedures.

· Monitoring: Ensure the proper functioning of the weighbridge equipment, conducting regular checks, and reporting any malfunctions or maintenance needs.

· Compliance: Adhere to industry regulations and company policies regarding weighing procedures, safety, and reporting.

· Record Keeping: Maintain accurate and organized records of all transactions and activities related to the weighbridge operations.

· Safety Protocols: Follow and enforce safety procedures to maintain a safe working environment for oneself and others on-site.

· Team Coordination: Work collaboratively with team members, including traffic management and logistics personnel, to ensure smooth operations.

Account Roll-up Project

1) As a research analyst, candidate will perform detailed processes to ensure the integrity and accuracy of all SMB & LCS (large customer services) advertiser data.

2) These detailed processes include identifying the appropriate company, Parent companies, and potential agencies that work with each account.

3) All information will be stored in Google internal customer relationship management tool, and be used to funnel assignments to the sales teams.

4) Same applicable to the quality analyst as to check the associate process and to audit them.

5) Improving the quality of the project based on the feedback received by clients and cascading the same to agents, finding new issues and escalating those bugs to the team.

6) Reviewing, Photos, Videos, Texts and monitoring content and assigning categories by using goggle search engine.

7)Interacting with team leads and project leads regarding the trends and problems in feedback system.

8) Developed team communications and information about the process updates through meetings.

1) Worked as Real Time Analyst for Workforce management by meeting all the metrics and KPI's defined by client on day to day basis within the SLA Procedure.

2)Analyzing the data based on Real time Monitoring and try to maintain the business requirements, with high priority grounds, more over site specific reporting and client reporting are the major key roles.

3)Ensure optimal staffing at the centre by monitoring key process parameters: Real Time Adherence for the agents, Average Talk-time, Hold Procedures, Average Handling time of the call, Aux-Time.

4)Measure and trend individual program performance and lead the development of improvement plans as related to the program.

5) Ensure overall profitability of the processes by successfully handling the Tier 1 metrics, Service Level, ASA, Abandon%, Occupancy and other metrics.

Areas of Expertise:

• WFM process, Real-Time monitoring and analyses of statistics.

• WFM applications like IEX, CMS Avaya

• Knowledge on MS Excel and VBA scripting to create/manage WFM reports or analysis.

• Worked on implementation of WFM-Now tool for Convergys. WFM-Now is a web-based Convergys owned tool used for Real-Time Adherence reporting.

Resolved technical issues for clients, providing timely and effective solutions to enhance user satisfaction.

• Documented common technical issues and solutions, contributing to the knowledge base for future reference.
• Analyzed customer feedback to identify trends and recommend system improvements for better service outcomes.
• Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
• Collaborated with team members to develop new strategies for handling complex technical problems.

• Handled high volumes of incoming work requests professionally while maintaining excellent organization.
• Collaborated with team members for enhanced process efficiency and productivity.
• Maintained high levels of data confidentiality through adherence to company policies and procedures.
• Identified and resolved process issues to drive optimal workflow and business growth.