Ashish Agarwal
@ashishagarwal2
I optimize global workforce operations, forecasting, scheduling, and real-time service delivery.
IndiaWhat I'm looking for
At Concentrix, I oversee real-time workforce operations for more than 30 programs across nine global sites supporting Microsoft. I manage downtime incidents and helped reduce resolution time by 30%, minimizing operational disruption and cost.
I've also supported advertisers with Facebook performance policy violations, billing issues, Facebook Ads Manager, Business Manager, and Audience Insights, handling more than 250 inquiries each week.
Earlier at F.I.S Global Business Solutions and Teleperformance, I resolved high-volume customer issues spanning billing, network problems, account management, plan upgrades, escalations, retention, and sales conversion.
I bring over six years of customer support and workforce management experience, using data, forecasting, scheduling, reporting, and cross-functional collaboration to improve operational efficiency.
Experience
Work history, roles, and key accomplishments
* Performed workforce sizing and headcount (FTE) calculations for new client implementations and business processes using volume forecasts and productivity assumptions.
* Developed staffing models to determine optimal FTE requirements while meeting SLA and business objectives.
* Partnered with Operations, Finance, and Business Development teams during new client onboarding and process transitions.
Oversaw real-time workforce operations for over 30 programs across nine global sites, ensuring seamless coordination for Microsoft. Managed downtime incidents, achieving a 30% reduction in resolution time and minimizing operational disruptions.
Handled over 250 advertisement-related inquiries weekly, offering expertise on Facebook performance policy violations and billing issues. Delivered guidance to advertisers on Facebook Ads Manager, Business Manager, and Audience Insights tools to enhance campaign management efficiency.
SR. Customer Support Associate
F.I.S Global Business Solutions
May 2020 - May 2021 (1 year)
Resolved over 80 daily customer inquiries, including billing issues, network problems, plan upgrades, and account management for UK Vodafone customers. Maintained consistently high levels of customer satisfaction through effective problem resolution and clear communication.
Developed and executed customer retention strategies to improve client loyalty and satisfaction. Managed the resolution of escalated cases, ensuring timely and effective outcomes to maintain positive relationships. Enhanced sales conversions by implementing targeted approaches to address customer needs.
Education
Degrees, certifications, and relevant coursework
University of Delhi
Bachelor of Commerce, Commerce
2020 - 2024
Pursued a Bachelor of Commerce (B.Com) degree from the University of Delhi, gaining a strong foundation in commerce and business principles.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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