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Sandeep Rana( Mobile: 9911186325) rana.sundeep@gmail.

com
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

• Bachelor in Commerce from Delhi University


• One year Computers Diploma from IEC Computers

CORE SKILLS AREA


The following are the core Competencies:

Dialer Management MIS Management Floor Management


Seat Utilization Rostering & Shift Planning Feedback & Training
Vendor/Client Coordination Conference Calls with Clients

WORK / PROJECT EXPERINCE


Accenture Services Pvt. Ltd.,Bangalore(Karnataka) Sept 08
- Present
Role: Level E(Assistant Manager)
• Improve Operations Commitment by proactively & effectively managing client relationships for
retention and growth.
• Manage daily answer/ performance/service Level /line adherence, Provide analysis for days
missed. Attend internal /external daily calls.
• Co-ordinate and analyze operational and service management metrics and reports.
• Achieve established goals for production hours, service levels, & revenue.
• Responsible for creating and providing functional and operational reports to executive
management. Manage resource allocations, Communicate with Operations routinely regarding
staffing needs/strategy.
• Creating consistent methods for analyzing and reporting metrics. Be involved with decisions of
training, coordinate with Capacity Planning and Forecasting & Scheduling. Working closely on
WFM tools like CMS (Avaya) and IEX, Service Level Reviews with Operations every quarter.
• Identifying deficiencies (tools, metrics and reports) and recommending solutions.
• Continuously look for opportunities to improve metrics and the validation of the data.
Strengthen our competitive advantage by continually improving business processes to deliver
high quality services and become the clear, cut lowest cost producer of contact center
services.
• Focus on Employees - Build a higher performing organization by retaining and developing the
Command Center employees by enhancing their Professional/Personal Skills. Assist
management with career development activities for team members including performance
management, feedback and training

SpancoBPO Pvt. Ltd.,Gurgaon(Delhi/NCR) Oct 07 -


Sept 08
Role: Team Lead (Dialer Management)
• Process Development using epro Unified IP 6.5
• System Administration and Vendor/Client coordination

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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

Keane Worldzen, Gurgaon(Delhi/NCR) Jun 06- Oct 07


Role: Sr. Executive (Dialer – Research & Analytics, Business Solutions)
• Process Development using Davox Dialer 3.1.
• System Administration and Vendor/Client coordination.
• Assisting Ops in Strategy Formulation for smooth functioning
• Maintaining System and Application Backup
• Routine Troubleshooting
• Workforce Management
• Daily Process Reports and Process wise MIS
• Team Management, Rostering
• Process Development with the help of creating, analyzing reports from SQL.
• Developing and Pulling out reports from Symposium
• Automation of Symposium reports on Excel
• Schedule Generation, Reports Generation, Analysis and Client Reporting.
• Analysis on Agent Performance, Call- List Management, Database Tracking.
• Workforce management system Involved in roster planning and scheduling breaks for various
processes.
• 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.

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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.

Inox Global Service Ltd, Gurgaon(Delhi/NCR) Mar 04 -


Jun 06
Role: Technical Associate in MIS/Dialer
• Handling Mosaix Dialer and the Hardware related to it. It involves Dialer management and back
end support. It also adds up to the daily troubleshooting of Dialer and Telephony related
issues.
• Uploading and Maintaining accounts in the SQL Database.
• Also supporting NICE software for the quality analysis involving recordings and callbacks for
verification and other useful purposes.
• Responsible for verification of generated leads.
• To extract recordings of different Processes, verify them for quality purpose, and upload them
on net for client access.
• Design of CRM with Backend as SQL Server 2000.
• To Generate Reports for client Use such as Agent Details (Talk Time, Update Time, Idle Time),
Agent’s Disposition and Dialer Disposition
• Scrubbing for DNC against DNC Lists of US States and Loading the list for calling through SQL
server.
• Generating daily, weekly and monthly reports for the campaigns.
• Handling SQL Queries for customer search & reporting purpose.
• To Generate Phone billing (with the help of Advanced Tools) for Client/ Company Reference.

Aress Software Pvt. Ltd,Nasik(Maharastra) Aug 2001 –


Mar 04
Role: Software Engineer & Technical troubleshooter (Windows/Linux)
Involvement in development of Various software modulo using Microsoft SQL Server ,MS VB, PHP &
MySQL.
And was involved in US/Australia based hosting organizations, Outsourced technical support to
hosting companies.
• Level 3 System Admin for hosting companies.
• Server Administration: To manage Linux based servers.
• Troubleshooting problems related to FTP, DNS, Mail servers, network/Internet connections
related problems and Restarting web services such as http, ftp, etc.
• Troubleshooting website & server related issues.
• Troubleshooting MYSQL server problems & Front Page issues

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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.

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