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Parag
India-Maharashtra-Mumbai/Bandra
Dialer Manager
Looking out for Dialer Manager job ...
CURRICULAM VITAE
PARAG.D.KHOKLE
19/4, Shastri Nagar,
Linking Road,
Santacruz (west),
Mumbai 400054.
Phone: 022-26613145.
Mobile No: 9773300177.
E-mail: paragkhokle@yahoo.co.in / parag.khokle@icicibank.com
PERSONAL PROFILE:
Date of birth : 25th December 1978.
Marital Status : Married.
Language Known : English, Hindi & Marathi.
Academic Qualification:
Graduation Degree in B.Sc (Physics &Computer Science) from
Mumbai University in May 1999 Securing 59% from R.D. National College.
H.S.C (Science) from Maharashtra State Board for Secondary and Higher
Secondary Education in 1996 Securing 58% from R.D. National College.
S.S.C from Maharashtra State Board for Secondary and Higher
Secondary Education in 1994 Securing 76% from Malti Jayant Dalal High School.
Santacruz(w), Mumbai.
Pursuing MBA in General Management from NMIMS College, Mumbai.
:
Career Objective:
To obtain a competitive and challenging position in the Business Industry, which will utilize my education, experience and will afford me the opportunity of responsibility.
Experience Summary:
Total Experience : 6.5 years.
Currently working with ICICI Bank Ltd as an Assistant Manager Dialer since Sep08.
Job Profile:
Preparing & Publishing the Productivity report to senior management on a daily, weekly & monthly basis.
Weekly Audit of the Call Centers in terms of reporting of numbers.
Data Clean Up Activity to ensure clean data been uploaded in the system to ensure max connects & contacts & in term increasing the Performance in terms of Collections.
Preparing & Publishing of the Call Center MIS for all the Call Centers across PAN India Level.
Preparing & Publishing of the Call Center Dialer Dashboard on a weekly & Monthly basis acorss PAN India level.
Preparing Comparison report, which gives information about the performance of different agencies portfolio wise.
Setting up targets/Bench marks for the Call Centers at PAN India level.
Improvement of Dialer in terms of improving the connect rate & contact rate & in term incresing the collections.
Vendor Management --- Interacting with the vendor across India to ensure the smooth functioning of dialer.
Worked with Intelenet Global Services as a Dialer Officer from Aug06 Aug08.
Job Profile:
Setting up the Dialer for Outbound & Inbound dialing as per the Client requirements.
Managing 3rd Party & 1st Party US Collections and to ensure that the Client as well as Internal KRA s are met at an individual & Team Level.
Doing Analysis & Setting up Dialing strategies for all the processes.
Organizing Training sessions & Team meetings for the team on a weekly & monthly basis.
Inventory Management.
Payment files.
Dialer Activities:
System Monitoring:
Monitoring Live data screen for effective dialing.
Monitoring Agent Utilization screen to keep a track of the Total agents logged in, Login duration, Not Ready duration, Idle time & Wrap time and giving feedbacks to Team leaders regarding the same.
Monitoring AOD(Outbound) & ACD(Inbound) screen to keep a track of Total dials, Abort rate, connect rate & the Idle time for the process.
Service Administration:
Creation of the Campaigns for different process.
Assigning Agents to campaigns.
Assigning Service to the campaigns.
Creating Disposition & Disposition plans & assigning it to the campaigns.
Creating Schedules & Time zone groups for calling and assigning it to the campaigns.
Creating Call Tables using segmentation logic to be uploaded on Dialer for calling.
User Administration:
Creation of Workgroups & assigning Agents to the Workgroups.
Defining rights to be given to Agents for effective dialing.
Table Administration:
Creating Table Definition to import the fields on to Dialer as per the data given by the clients.
Creating Call Data Definition to map the fields which comes as a pop up for the agents.
Creating Filters basis Time zone, Last attempt disposition, Total dials & dial count.
Disposition Administration:
Creating Dispositions class, Disposition Plan & Dispositions for the process as per the client and on floor requirements.
Time Zone Administration & Schedule & Holidays:
Creating Time Zone groups for the process & assigning Time zones with the Start time & the End time for the process.
Creating Dialing schedules & setting up the Start & the End time for the process.
Database Activities:
SQL Management:
Using SQL database functions to create Tables, Modifying & Updating the database.
Using Import/Export DTS wizard to transfer data from one table to another & from one database to another.
Login to Client FTP site to download the files onto the local machine.
Decrypting the file using PGP keys.
Importing data into SQL database using predefined queries, and stored procedures.
Updating the calling data against the procedures for accurate information processing.
Running SQL procedures to interchange data from existing table to the master table.
Uploading data received from the client on the DNC possible now site to remove the DNC list for effective dialing.
Internal DNC management & Client/DNC Vendor management.
Reporting Activities:
Generation of Agent reports & Performance reports as per the Client and on-floor requirements.
Identifying reports from standardization perspective :
AOD table disposition & AOD service interval, which is used for Outbound reports.
ACD disposition & ACD service interval for Inbound reports.
Agent Workgroup interval & Agent disposition for Agent report.
Real Time Update report to be published internally every 2 hours to keep a track of Completion, Penetration, Connects, Contacts, Promises, Idle, Abort & Abandon.
Data retrieval activity:
Selection of data range & reporting formatting type.
Selection of Workgroups, Application, Call tables, Disposition class.
Downtime Management:
Trouble shooting & Identifying the cause of downtime.
Follow-up with the Helpdesk /Technology to ensure minimum downtime for the process.
Maintaining a Downtime tracker to keep a track of downtimes for the different process.
Inventory Management:
Maintaining an Inventory tracker to keep a track of overall Inventory sent by the client portfolio wise.
Keeping a track of the count of the Letters sent , along with the Date and its placement with the IGS.
Keeping a track of the callable & Non callable inventory and the inventory uploaded on System & Dialer for calling.
Worked for E-serve International as a Dialer Administrator from Dec04 Aug06.
Job Profile:
Running the SQL scripts & downloading the Accounts from the main server.
Preparing Download report which helps the supervisor & the Unit Head to know the total no of cases downloaded on Dialer and to cross check the same with the main server.
Preparing Dialer Reports for Cards & Banking like Agent Login, Agent Wrap & Toss, Disposition MIS, Dialer MIS and also maintain various trackers which helps the supervisors & Unit Head to know & to track the performance of the Telesales and the Unit as a whole.
Preparing Agent Dialer Miss which helps supervisor to know the Calls, Contacts & Promises made by the Agent for a particular Day/Week/Month also helps to know Agents Toss, Wrap & Talk time.
Preparing Dialer Miss which helps to know the Overall Performance of Dialer .
Preparing Penetration Tracker which helps the supervisor to know how much penetration a particular campaign was given on the Dialer.
Preparing Updation MIS which helps to know the Updation made by the Agents for a particular day/week/month.
Maintaining Downtime Tracker to track the Dialer downtime.
Preview/Predictive Tracker which helps to keep a track of the no of agents
logged in on a Hourly basis.
Preparing Dialer Dashboard which helps supervisor & Unit heads to know the Inputs/Process and Output of Dialer in terms of Download and Agent Hours & also to review & check the performance of the unit with other regions.
Co-ordinate with different regions for System related issues.
Worked for e-Serve International Ltd as Operations Executive (Credit Cards Dept.) from March04 Dec04.
Job Profile:
Assisting the Unit Head in the development of Incentive Score for Tele callers on the basis of the Performance Incentive Program.
Performance Incentive Program compromises of detailed preparation of Monthly Productivity Report & Tele calling Performance Report for each Tele caller.
Preparing Daily Recovery Update Report for WEST Region.
Development of the Weekly Productivity Report (MIS)to enable the Unit Head & Supervisors monitor Calls & contact Rates for each Tele Caller at weekly intervals.
Preparation of Target MIS enabling to forecast the overall performance of the portfolio.
Preparation of Supervisors Report for Audit Purposes.
Daily monitoring of Calls, Contacts, for tracking Defects based targets.
Running SQL Queries & downloading it, for specific Credit Cards Members.
Updating Telephone numbers & Addresses of Credit Card Members based on request.
Worked with Infowavz as a Technical Support Executive for 9 months.
Job Profile:
To provide Technical support for MSN & Outlook Express.
MSN Internet Access.
MSN Accounts.
Upgrades related to MSN.
Configuration of Outlook Express.
& others related to MSN & Outlook Express.
Other Qualification:
Computer Proficiency :
One year Diploma in Internet and client server technology from Aptech Computer, Mumbai.
The languages learned were C, C++, Java, Visual Basic, Html, DHTML, Oracle, MS office.
Academic Achievements:
Certificate of Excellence for the Project from R.D.National College.
Certificate of Academic Achievement.
Certificate of Participation.
School/College level Certificates.
I hereby declare that the above information is true to the best of my knowledge and belief.
Place : Mumbai.
Date :
(PARAG.D.KHOKLE)
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