Pragati Awasthi
@pragatiawasthi
Workforce Management professional driving staffing efficiency and data-driven operational improvements.
IndiaWhat I'm looking for
I am a Workforce Management professional with 3+ years supporting US healthcare insurance operations and payroll coordination in high-volume contact centers. I specialize in end-to-end WFM processes—forecasting, scheduling, capacity planning, real-time adherence, SLA monitoring, and workforce reporting—and have driven 10–15% productivity improvements through data analysis.
I have experience managing intraday operations, mentoring junior analysts, preparing staffing insights for leadership, and supporting HIPAA-compliant processes alongside HR and Finance for payroll validation. I am proficient with tools such as Tableau, JIRA, Cognos, Workday, and ServiceNow and consistently maintain SLA and CSAT performance above target.
Experience
Work history, roles, and key accomplishments
Managed end-to-end workforce management operations including forecasting, scheduling, real-time adherence, and reporting, driving 10–15% productivity improvements and sustaining SLA performance above 95%. Trained junior analysts and presented staffing insights to leadership for headcount and budget decisions.
Delivered end-to-end customer support for US healthcare insurance members, maintained CSAT above 90%, supported payroll and HRFS processes, and ensured HIPAA-compliant handling of escalated cases. Coached peers and contributed to quality initiatives.
Customer Service Representative
Convergys
Apr 2018 - May 2019 (1 year 1 month)
Managed high-volume customer interactions meeting targets for AHT, resolution time, and quality while maintaining strong customer satisfaction through effective issue resolution.
Customer Service Representative
V2Serve
Sep 2017 - Mar 2018 (6 months)
Resolved customer issues through root-cause analysis and consistent follow-ups, improving customer experience and retention in a high-volume support environment.
Education
Degrees, certifications, and relevant coursework
Rajiv Gandhi National Institute of Information Technology (RGNIIT)
Diploma in Software Development, Software Development
Completed a Diploma in Software Development at RGNIIT, Kanpur, awarded in August 2017.
Sunrise University
Bachelor of Arts, Arts
Awarded a Bachelor of Arts (B.A.) degree from Sunrise University, Alwar, conferred in January 2017.
ICSE (Council for the Indian School Certificate Examinations)
High School, Secondary Education
Completed high school education under the ICSE board in Kanpur.
CBSE (Central Board of Secondary Education)
Intermediate, Higher Secondary Education
Completed Intermediate (higher secondary) education under the CBSE board in Kanpur.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Interested in hiring Pragati?
You can contact Pragati and 90k+ other talented remote workers on Himalayas.
Message PragatiFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
