As a Real Time Analyst , I use my decision-making and customer contact skills to monitor and optimize the performance of the call center operations. I am responsible for analyzing real-time data, forecasting call volumes, scheduling agents, and providing feedback and recommendations to improve service quality and efficiency. I worked at Tech Mahindra for over a year and a half, and I was promoted to this role in 2023 after demonstrating my competence and reliability as a Senior Associate. Before joining Tech Mahindra, I worked as a Call Center Representative at Merchants for 2 years where I gained valuable experience in handling customer inquiries and complaints. I attended Beacon Hill High School from 2010 to 2014, where I developed my communication and problem-solving skills. I am passionate about delivering excellent customer service and supporting the growth and success of Tech Mahindra.