Payal Swarnkar

Responsible for scheduling and planning for 400 employees, monitoring key metrics, and providing feedback to operations teams. Ensures adherence to schedules and communicates necessary changes, while maintaining accurate data for the Member Experience team.

Focused on workforce management goals, analyzing performance metrics, and ensuring service level targets are met. Responsible for preparing reports and performing root cause analysis for performance misses.

Managed the RTA team, analyzing forecasted data against actuals, and tracking attendance issues. Created various reports and collaborated with supervisors to optimize operational performance.

Managed real-time call traffic across multiple locations, ensuring service levels were met. Analyzed call volume patterns to optimize shifts and breaks.

Analyzed and solved complex problems affecting business initiatives, providing technical support and customer care.

Analyzed customer issues to identify troubleshooting methods for quick remediation, providing technical support.

Completed a Bachelor of Commerce with honors, focusing on various aspects of commerce, finance, and accounting principles.

Pursued an Associate degree in Commerce with a focus on accounting principles and practices.