Gagan Singh

About Gagan Singh

The goal of any profession is to achieve desired goals during career and moving ahead on the learning curve. I\'m working in the ever-expanding world of data for about 12 years now, where Data is measured, collected, reported, and analyzed from organizational viewpoint.

Experience

1. Lead Analyst Work Force Optimization Pep- Mentor Project Management

   American Express

   Aug 2020 — Present · Gurugram, IN

   As a Lead Analyst, my role has become more integral towards managing day-to-day business operations, analysis and drafting of real time reports, handling additional call/chat volumes through sufficient staffing availability and auditing in lines of designated policies/procedures. We also introduced an internal tool for the very first time for colleagues\' adherence management and scheduling (WFM). I was responsible to experiment this tool on a small audience and reporting it widely among the required business teams for the insights, observations and incorporating changes, as needed. I also worked on Project Genesys with our key stakeholders (capabilities) to set-up end to end skillsets for all markets under the umbrella of Digital Servicing Additionally, I also set-up a learning framework for the purpose of restructuring existing business segment into two separate and indecent units from the reporting and analysis viewpoint. This led to the organized distribution of work, maintaining the uniqueness of actions within teams for efficient Data Management. This includes livestreaming and recording of training sessions and a comprehensive repository of all learning materials which are essential from a beginners\' viewpoint.For last 1.5 years, I have been working as a Temp- WFO and managing short term planning HC for three sites GGN, MNL and HGS. Within this role, I have supported and managed end to end multiple projects i.e. GPS migration, Live Engage to MM transition, Genesys launch for entire Digital channel, C-Dart and project EOS.With continuous efforts and hard work, I have been able to manage stakeholders with complete efficiency and negotiation as per the tasks and projects & have taken them with process SOPs to ensure the smooth transitioning of work. I have been awarded with 2025 Centurion Award which is the result of my consistency, efficiency and the efforts that I put for my individual work & team building, and I am proud of that :)

Education

• CCS (Chaudhary Charan Singh)University

  Master's degree, English Language and Literature/Letters

• Board of Higher Secondry Education Uttar Pradesh

  12th, Mathematics and Computer Science

• CCS (Chaudhary Charan Singh)University

  BCA, Computer Science

• Board of Higher Secondry Education Uttar Pradesh

  10th, General Studies