Sandeep Rana

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Sandeep Rana( Mobile: 9911186325) [email protected]
D.O.B: 17/02/1978; EXPERIENCE SUMMARY Marital Status: Married



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

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

Oct 07 -

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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.

Hemant Yadav

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