Real-Time Analyst

Managed engineer breaks and ensured proper queue coverage.

Monitored call queues in Genesys and checked waiting calls.

Tracked engineers activities and queue status.

Coordinated with engineers to maintain smooth operations.

Created daily reports in Microsoft Excel.

Reported the number of calls handled by each engineer.

Used Salesforce (SFDC) to create cases and update customer details.

Worked with Genesys, Salesforce (SFDC), and Microsoft Excel.