Open to opportunities

Mrinal Singh

@mrinalsingh

Message

I build workforce strategies that reduce costs and improve contact-centre performance.

India

Message

What I'm looking for

I'm seeking progressively responsible analytics and workforce management roles where I can improve efficiency, reduce costs, strengthen SLA performance, and contribute thoughtful workforce strategies to an organization's mission.

I've built workforce strategies at Admiral Solution for contact centres across India, the UK, and Canada, supporting scheduling, capacity planning, forecasting, real-time adherence, and multi-channel operations. My work helped save €300,000 quarterly and reduced staffing costs by an average of 1,400 counts per month.

I create staffing models, what-if scenarios, and capacity plans that support seasonal planning and leadership decisions. I also established three new departments in two years, maintained 98% average answer rates, and delivered 99% monthly accuracy using Genesys and IEX.

Earlier, I supported healthcare workforce operations at WNS and R1RCM, and conducted patent research and IP analysis at Evalueserve. I bring analytical reporting, stakeholder management, and operational insight to progressively responsible workforce and analytics roles.

Experience

Work history, roles, and key accomplishments

Strategy Analyst

Admiral Solution

May 2022 - Jul 2026 (4 years 2 months)

Built short-term and long-term strategy for multiple lines of business, managed real-time adherence and intraday performance, and created staffing models to support seasonality. Collaborated with operations and stakeholders to introduce new strategies and saved 3,00,000 Euro quarterly.

WFM Scheduling Capacity Planning Trend Analysis Real Time Adherence Intraday Management Forecasting Genesys IEX Power BI Stakeholder Management Data Analysis

Associate

WNS

Feb 2020 - Mar 2021 (1 year 1 month)

Supported healthcare workforce operations for US clients through scheduling, reporting, and resource coordination. Managed onboarding, offboarding, and workforce configuration requests while ensuring data accuracy.

Workforce Management Scheduling Reporting NICE IEX Data Integrity Operations Support Healthcare Operations

Analyst

R1RCM

Aug 2019 - Feb 2020 (6 months)

Supported healthcare operations and revenue cycle processes through data analysis, reporting, and workflow monitoring. Monitored KPIs and collaborated with cross-functional teams to improve efficiency.

Data Analysis Reporting Healthcare Billing Claims Processing KPIs Process Improvement Cross Functional Collaboration

Patent Analyst

Evalueserve

Jan 2019 - Aug 2019 (7 months)

Conducted prior art searches, patentability assessments, and analyses across technology domains. Delivered reports supporting IP strategy and collaborated with attorneys to ensure compliance.

Patent Search Patentability Assessment Prior Art Analysis IP Strategy Docketing Technical analysis