Ajay Kumar Email and Phone Number

- Drive overall reduction of cost by working closely with Operations Managers in improving agent productivity.- Implement analysis, reporting and management tools provided by GWFM.- Oversee all Pro-proctor WFM activities to ensure operational and client goals are met.- Communicate process changes and improvements to all stakeholders and connect with Quality, sales and training team to find the areas of improvement.- Design, build and maintain reports in Workforce Management system tracking key metrics.- Identifying gaps by preparing technical and business reports with help of collecting, analyzing and summarizing information and trends.- Participates in or leads multiple WFM related initiatives, projects, financial planning, and budgeting, including month end billing.

- Support managed partners and liaise with internal stakeholders to understand partners’ core business needs and propose innovative solutions and opportunities to help them achieve platform success.- Strategic advisor to the partner’s business growth to accelerate long term revenue and futureproof the strategic direction of the partner.- Strategically align clients' key performance indicators (KPIs) with Meta solutions to unlock incremental value and achieve exceptional results.- Responsible for educating clients on products, new solutions and best practices to drive adoption and grow existing business partnership.- Guide media and creative strategy, planning and implementation of campaigns to deliver against key performance indicators.- Data-Driven Insights: Conduct A/B testing and analyze data meticulously to derive actionable insights, driving continuous improvements in campaign performance.

- Observing business processes and documenting practices.- Initiated research, analyzed business operations, and problem solved operating inefficiencies.- Provide support for wired and wireless network services provided by AT&T in the NA region.

- Interpreted, extrapolated, and tracked various data of customers to find out customer behaviors to improve the customer satisfaction.- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.- Worked with 4 analysts to institute a new technique in modeling to facilitate client need fulfillment.- Serve as the lead point of contact for all customer account management matters.