Ruchi Chauhan

• Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
• Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
• Optimized schedules, forecasts and other tools to present to management.
• Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
• Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
• Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
• Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
• Analyse and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis
• Analyse call volume patterns in Real Time to optimize work shifts, breaks and lunches
• Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioural issues
• Identify call volume trends and averages on a monthly and quarterly/seasonal basis
• Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
• Good working knowledge of Microsoft Excel
• Working with numbers, data analysis and reporting

• Gained in-depth understanding of company products, systems and policies to give customers expert support.
• Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
• Handled high call volumes while maintaining a courteous and professional demeanor.
• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
• Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
• Educated customers about billing, payment processing and support policies and procedures.

Workshop/Program Manager (APAC/Oceania /INDIA)

• Organized and facilitated training workshops, ensuring seamless execution from start to finish.
• Ensured efficiency in managing client's Payment Record.
• Facilitated communication between clients and vendors.
• Scheduled, arranged, and managed logistical needs for trainees during their training sessions.
• Optimized workshop operations to maximize cost efficiency.
• Facilitated communication between marketing, sales, and finance departments.
• Worked on upcoming business supplies.
• Worked closely with marketing team to effectively plan and manage workshops in different time zones.
• Created and executed demographically targeted promotional offers and campaigns for trainings in collaboration with the marketing team
• Engaged with trainers from various regions (INDIA/Europe/MEA) to enhance the partner relationship management and generate potential leads.

• Promptly corresponded with applicants and coordinated and conducted interviews.
• Provided exceptional candidate experience throughout the recruitment process, maintaining consistent communication and transparency.
• Maintained an updated database of potential candidates for future opportunities, allowing for quick access to a qualified talent pool.
• Managed multiple requisitions simultaneously while maintaining attention to detail and excellent organizational skills.

• Dispatching personnel to ensure timely and accurate scheduling of customer shipments based on invoices. Managed receiving staff to ensure proper verification and inspection of merchandise as per purchase orders received.
• Managed product transfer logistics across multiple warehouses to optimize efficiency and meet delivery deadlines.
• Maintained a fully compliant warehouse, meeting all federal, state, and local regulatory safety guidelines.
• Prepared warehouse for physical inventory and effectively managed a 6000 sq ft storehouse, ensuring accurate maintenance of inventory.
• Planned and scheduled project timelines and milestones using appropriate tools, effectively tracking project milestones and deliverables. Developed and delivered progress reports, proposals, requirements documentation, and presentations to key stakeholders.

• Partnered with team members to learn best practices in software design.
• Worked with design teams and Senior Software Engineers to build customized software products for consumers.
• Worked with developers to identify and remove software bugs.
• Demonstrated strong problem-solving skills by troubleshooting complex technical issues during the development and testing phases of software projects.
• Worked on IRCC sponsored Projects on E-learning at IIT Bombay under INOPEN Technologies

• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Maintained personnel records and updated internal databases to support document management.
• Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
• Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
• Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
• Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.