JAYALAKSHMI DHANUSHKODI
Chennai
Summary
Experienced Dialer Manager with a proven track record of optimizing call center operations and driving business growth. Seeking a challenging position where I can leverage my skills and expertise to enhance customer experience and improve overall performance. Strong understanding of call center operations and dialer management systems. Proficient in managing outbound & Inbound call campaigns and optimizing dialer settings. Data Management-Skilled in analyzing data and generating reports to drive decision-making. Excellent problem-solving skills and ability to identify areas for improvement. Exceptional leadership abilities with a focus on team development and motivation. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Possess strong program management skills, with experience working with top-level management. Proficient in Microsoft Word, Excel, PowerPoint, Power Automate, and Outlook, with a comprehensive knowledge of these tools. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Asst Dialer Manager
HDFC Bank
12.2022 - Current
- Consistently met or exceeded monthly quota objectives through strategic use of the dialer system to maximize agent productivity levels while minimizing downtime between calls.
- Conducted ongoing analysis of dialer metrics to identify areas for improvement and implement necessary changes.
- Implemented data-driven decision making for campaign optimization, leading to improved overall results.
- Increased contact rates by implementing efficient dialer strategies and optimizing campaigns.
- Collaborated with sales teams to develop targeted calling lists and strategies that maximized lead generation.
- Troubleshot technical issues related to the automatic outbound calling process, quickly identifying root causes of problems and implementing effective solutions to minimize service disruptions for agents utilizing the system during peak hours of operation.
- Optimized staffing levels by analyzing historical data trends and forecasting future call volumes using predictive modeling techniques.
- Ensured data security and integrity within the dialer environment by implementing robust controls and safeguards designed to protect sensitive customer information from unauthorized access.
- Managed daily operations of the dialer system, ensuring seamless integration with other technologies utilized in the call center environment.
- Contributed to business development efforts by identifying opportunities to expand existing campaigns or launch new initiatives using the full capabilities of the dialer system to drive increased revenue generation.
- Maintained compliance with industry regulations regarding auto-dialing systems by staying current on legislative updates and implementing necessary controls within the dialer platform.
- Ensured optimal workflow by monitoring agent performance and adjusting dialing parameters accordingly.
- Served as the primary point of contact for vendor support, maintaining strong working relationships and ensuring timely resolution of any dialer system issues or concerns that arose during regular use.
- Reduced call abandonment rates through effective list management and pacing adjustments.
- Streamlined processes between departments by integrating the dialer system with CRM platforms, facilitating seamless information sharing among teams involved in customer outreach efforts.
- Operated switchboard and routed incoming calls to appropriate departments.
Dialer Officer
HDFC Bank
05.2018 - 11.2022
- Responsible for Dialer Management Activities through Cisco, BuzzWorks & Sprinkler
- Managing multiple campaigns to Setup & creating Outbound & Inbound Campaigns and other Strategies on dialer System
- Location wise SPOC for Voice Logger including maintenance and troubleshooting
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Maintained database systems to track and analyze operational data.
Sales & MIS co-ordinator
HDFC ERGO GIC LTD
03.2011 - 06.2017
- Entered data, generated reports, and produced tracking documents.
- Evaluate customer records and cross sell on other products
- Handling walk-in customer Queries and providing the recommended product
- Responsible for checking customer documents, ensuring all relevant documents are in place
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Handling MIS for the entire Team, Sending the daily Reports to Manager on a daily basis & Policy issuances
- Calling to the banking Customers and give a reminder for Renewal of Policy.
- Enhanced project tracking by developing comprehensive database, which allowed for real-time updates and adjustments.
Education
MBA - HR
University of Madras
01.2011
Bachelor of Computer Application - BCA
Sri Muthukumaran Arts & Science College - University of Madras
01.2006
Skills
- Goal-Oriented
- Persuasive Speaking
- Performance Tracking
- CRM Software
- Call Monitoring
- Problem-solving abilities
- Organizational Skills
- Decision-Making
- Analytical Skills
- Technical Support
- Database Management
- Problem Research and Resolution
Certification
06/01/2023, SQL Certificate
Languages
English - Read, Write, Speak
German - Read, Write, Speak (Beginner)
Tamil - Read, Write, Speak
Telugu - Speak
Technical Skills
Microsoft Word, Excel, PowerPoint, Outlook, Power Automate, MS SQL, Sprinklr, Cisco, Buzzworks, Xtend - Voicelogger
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of [5] staff members.
Work Preference
Work Type
Full TimeLocation Preference
On-SiteHybridRemoteTimeline
Asst Dialer Manager
HDFC Bank
12.2022 - Current
Dialer Officer
HDFC Bank
05.2018 - 11.2022
Sales & MIS co-ordinator
HDFC ERGO GIC LTD
03.2011 - 06.2017
MBA - HR
University of Madras
Bachelor of Computer Application - BCA
Sri Muthukumaran Arts & Science College - University of Madras
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