Ayush Khanna

• Developed and implemented dialing strategies aligned with the daily workforce distribution across 10 contact centers.
• Managed the upload and quality control of dialer data across four platforms, ensuring flawless campaign execution.
• Prepared comprehensive daily, weekly, and monthly performance summaries to support strategic business reviews.
• COE (Center of Excellence) Project Experience
• Collaborated with cross-functional teams to enhance data flow, reduce idle time, and improve connect rates.
• Played a key role in driving cross-sell initiatives through data-driven contact strategies.

• AI-Powered Calling Strategy Specialist.
• GEN AI-driven outbound and inbound calling strategies.
• AI bot calling strategies for automated customer engagement.
• Managing predictive, progressive, and auto dialing solutions
• COE (Center of Excellence) Project Experience: Spearheaded key initiatives, like IVR line implementation, RAPIDLR dialing, and 3-in-1 App Build calling, to enable responses within 5 minutes.
• Developed and implemented strategies to enhance contact rates, improve agent performance, and increase campaign effectiveness.
• Conducted regular performance analysis using data-driven insights.
• Collaborated with IT and operations to troubleshoot issues, and ensure dialer functionality.
• Provided leadership and guidance to dialer teams, promoting accountability and growth.
• Ensured regulatory compliance, including DNC regulations.
• Generated and presented key performance metric reports to senior management.
• Supervised dialer agents, ensuring adherence to schedules and standards.
• Conducted agent onboarding and training, with ongoing performance coaching.
• Analyzed call data and recommended dialing strategy optimizations.
• Supported dialer campaign development, including script and call flow design.
• Identified process improvement and automation opportunities with cross-functional teams.
• Tracked dialer metrics, including Talk Time, Idle/Call, and Not Ready AUX.

• Monitored and managed real-time campaigns, performing historical data analysis to optimize performance.
• Led campaign creation, including Dn creation, ID creation, and user alignment for seamless operations.
• Resolved software-related issues, ensuring minimal disruption to campaign execution.
• Maintained daily backup processes to ensure data integrity and system reliability.
• Coordinated issue resolution via online remote access, ensuring prompt and effective solutions.
• Managed daily server space checks to maintain system health and prevent potential issues.

Inter Dialoged Dialer Operations and Loan Process Management.

• Handled end-to-end inter-dialogue dialer operations, including data uploads, campaign setup, and user role assignments.
• Troubleshot data-related issues to ensure smooth and accurate campaign performance.
• Managed line operations and provided deskless support for uninterrupted service delivery.
• Executed automation processes for insurance cancellations, loan foreclosures, and refund initiations to enhance efficiency.
• Addressed banking discrepancies and wrong banking entries with accuracy and timeliness.
• Managed loan settlements, ensuring correct closure, and reconciliation.
• Proficient in working on SFDC (Salesforce), Finone, and Lending platforms for end-to-end loan and customer management.

Contact Center Operations and Support.

• Managed outbound, inbound, and retention processes to ensure smooth customer interactions and operational efficiency.
• Served as a Subject Matter Expert (SME), providing process knowledge, and floor support to team members.
• Handled customer escalations on the floor, ensuring timely and effective resolution.
• Collaborated with the IT team to support inbound dialer configurations, and troubleshooting.
• Worked closely with the MIS team to ensure accurate reporting and data-driven decision-making.
• Maintained daily backup processes to ensure data security and continuity.
• Performed quality analysis to monitor call standards, and improve service delivery.

Inbound Operations & Customer Support – Insurance Services.

• Handled inbound processes and calls related to general insurance claim resolution.
• Resolved customer issues concerning insurance renewals to ensure policy continuity.
• Filtered data using dialing filters to target relevant customer segments effectively.
• Provided support to the IVRS team for developing and executing outbound IVRS campaigns.
• Managed floor escalations, ensuring prompt and satisfactory resolutions.
• Maintained daily backup processes to safeguard data and support continuity.
• Collaborated with the Quality team to streamline quality scoring and improve CSAT (Customer Satisfaction) metrics.