Shivam verma
ID: CCE832890
Shivam verma
ID: CCE832890
- Sr.Representatives, real time management , Concentrix
- Delhi, India
Shivam verma
ID: CCE832890
- Sr.Representatives, real time management , Concentrix
Employment History
ConcentrixInvite company
18th Mar 2025 to Present
Verification Pending
CONCENTRIX DAKSH SERVICES PVT LTDInvite company
1st Mar 2025 to 18th Mar 2025
Chat advisor
1st Mar 2025 to 18th Mar 2025
Roles & Responsibility
As a Real-Time Analyst (RTA), responsible for monitoring and optimizing workforce performance to meet key KPIs such as SLA and agent coverage across multiple global sites, including Russia and Egypt. Duties include managing catering requests from managers via Slack and email, optimizing offline activities to maintain service levels, and preparing daily reports such as attendance tracking to support operational efficiency.
Verification Pending
CONVERGYS INDIA SERVICES PVT LTDInvite company
1st Sep 2022 to 1st Mar 2025
Chat advisor
1st Sep 2022 to 1st Mar 2025
Roles & Responsibility
As a Customer Service Advisor, it is my responsibility to handle in-app chats related to purchase query or quarrels for a process that is a giant e-commerce site with worldwide presence and also was provided an opportunity for assisting new agents who just got to operations. As a Customer Service Advisor, it is my responsibility to handle queries and quarrels of international clients through Emails and in-app chat primarily from Northern America for a process that is transportation and logistics giant all across the globe.
Verification Pending
Expertise
NIEX IEX
5/5
genesys
5/5
Slack
5/5
MS Office
5/5
Calabrio (Teleopti)
5/5
Varient
5/5
Google Workspace
5/5
Teleopti
5/5
NICE IEX
5/5
Python
4/5
SQL
4/5
Tableau
4/5
PowerBI
4/5
