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D.O.B: 17/02/1978; Marital Status: Married
EXPERIENCE SUMMARY
• 7.5 Years of experience in Dialer/Workforce/MIS Management in Mosaix 11.0 and 12.0 , Aspect Unified
6.6 Dialer, Noble Dialer 7.0, CZentrix , MS Excel & MS SQL Server
EDUCATIONAL QUALIFICATION
Hemant Yadav
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• Assisting Ops in Strategy Formulation for smooth functioning
• Process Development with the help of creating, analyzing reports from MS Excel & MS SQL.
• Workforce management system Involved in roster planning and scheduling breaks for various
process.
• Proactive and effective Anaysis of reports, with timely feedback to Operations.
• Extracting and updating dialer data and Recordings for generating reports for use of Quality
and Operations team.
• Working in coordination with Operation Managers in managing floor activities.
• Creating users, creating Job list and preparing Process-Guidelines and running the Campaigns
successful for both the outbound and inbound processes.
• Dialer administration is done in respect of Maintenance of trunks, which includes releasing any
trunk when got stuck.
• Maintaining System and Application Backup & Routine Troubleshooting
• Team Management, Rostering,Training and Feedback
Operational Excellence:
• Involved in the all the major voice processes involving Third Party Collections.
• Good understanding of Collections and well adverse with all collections SOPs, FDCPA as well as
Compliance with the FDCPA rules for all the processes and checking for any updates in the
same.
• Forms a part of the R & A team that builds the strategies based on the reports and
it involves working on the Collection statistics, letter sending analysis. SKIP
processes, agencies involved and analyzing the cost factor.
• Analyzing, developing, customizing and pulling out reports from Symposium along with
developing the automation process with Analysis so that reports can be formatted and
presented in Excel.
• The major profile includes process transition, understanding the logistics therein and client
interaction for the FTEs, strategies, compliance and the leads and report generation processes.
• The position also involves the time-to-time client interaction and providing the feedback
thereof based on which the process strategies are revised and modified.
• Have been involved in the set up of new collection process - it involved all the operational
activities including understanding of the process, the client requirements, all client calls and
acting as a SPOC between the process owners in KWZ and the client in US, deciding the
workforce, planning the rosters for various teams and thereafter planning the Dialer Strategy
and enforcing its implementation.
Hemant Yadav
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• The other activities involve roster and workforce management; guiding the dialer team towards
strategy building and effective running of the Dialer, follow up with the MIS team for the
reports and the analysis of the same.
Technical Profile:
• Running and managing the campaign.
• The job profile also requires understanding of Davox API and its implementation in the CRM.
• Integration of different databases, involving SQL and Sybase and generating reports therewith.
Using OLEDB driver connectivity to fetch data from the DRS server of Dialer to the locally set
up SQL server.
• Coordinating with the Client about their requirements & giving the desired output by preparing
the Script through the internal GUI interface known as Lyricall.
• Building Application in Ensemble 3.1.0.1 for the Campaign to make outbound calling possible.
Creating and giving rights to agents in Davox.
• Coordinate with both IT and Operations for sorting out IT related and Intermittent Operational
problems, if there is any.
• Attending Conference calls with DAVOX people as well as our Clients.
Hemant Yadav
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Few of the Projects made using VB & MS SQL are:
• Library Management System
• Pathology Lab Software
• Medical Shop(Chemist) application
• Purchase Inventory System.
Hemant Yadav
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