Open to opportunities

Vahagn Yeganov

@vahagnyeganov

Message

I optimize workforce operations and build AI-powered automation products.

Armenia

Message

At Majorel / Teleperformance, I lead workforce forecasting, scheduling, capacity planning, and automated SLA reporting to improve operational performance and decision-making. Previously, I led 50+ support agents, improved response time by 10%, and achieved a 98% first-contact resolution rate.

I'm also building GLYPH AI, an AI-powered document extraction and CV optimization platform with OCR, automated processing, analysis, editing, exporting, and AI-assisted CV generation. I combine Excel, SQL, Python, Power BI, AI integrations, and full-stack development to create scalable solutions that improve efficiency and customer experience.

Experience

Work history, roles, and key accomplishments

Current

Workforce Management Operations Analyst

Current

Majorel / Teleperformance

Apr 2025 - Present (1 year 4 months)

Manage workforce forecasting, scheduling, and capacity planning to optimize operational performance. Develop and automate adherence, SLA, and capacity reporting, reducing manual workload and improving decision speed.

Workforce Planning Forecasting Scheduling Capacity Planning SLA Automation Data Analysis Excel SQL Python Power BI

Current

Product Developer

Current

GLYPH AI

Jan 2025 - Present (1 year 7 months)

Designed and developed an AI-powered document extraction and CV optimization platform. Implemented OCR, AI integrations, and automated document processing workflows.

Product Development AI Document Processing Architecture Design Deployment

Team Lead

Majorel / Teleperformance

Jul 2022 - Apr 2025 (2 years 9 months)

Led a team of 50+ agents and improved response time by 10% through workflow optimization. Achieved a 98% first-contact resolution rate, reducing repeat contacts and operational costs.

Team Leadership Coaching Performance Management Workflow Optimization Customer Satisfaction Escalation Management Scheduling coordination

Customer Support Representative

Majorel / Teleperformance

Dec 2021 - Jul 2022 (7 months)

Provided customer support through email, chat, and phone channels while consistently exceeding performance targets. Maintained a 98% first-contact resolution rate and high customer satisfaction metrics.

Customer Support Email Support Chat Phone Support First Contact Resolutions Customer Satisfaction Documentation FAQ Management

Python Scripting & Data Labeling Specialist

Aisportscoach

Sep 2020 - May 2021 (8 months)

Developed Python automation scripts that reduced manual workload by 30%. Processed and labeled large datasets with 95% accuracy for AI model training.

Python Automation Data Labeling Data Processing AI Model Training Collaboration