M.R. VENKATESH
Banking
Chennai,TN
Summary
Dynamic professional with extensive experience in dialer management and data analysis at Standard Chartered Global Business Services. Demonstrated ability to enhance performance metrics and implement process improvements. Strong analytical skills and results-oriented mindset facilitate effective team collaboration in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Assistant Manager WFM / Dialer Management - UAE Outbound
Standard Chartered Global Business Services
11.2017 - Current
- Analyzing the data to identify the trends and areas of improvement such as reducing abandoned calls or improving connect rate
- Generated regular and ad-hoc reports, including daily, weekly, and monthly summaries on key metrics for sales
- Broadcasting critical SMS and notification to UAE market
- Real-time monitoring of campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized & dialing plans are executed successfully.
- Achieving desired penetration and contact rates necessary to meet productions goals.
- Collecting necessary data to accurately report on performance, forecast workloads, and developed dialing plans.
- Communicate effectively with clients/auditors/visitors regarding dialer capabilities and execution of strategies.
- Identify and suggest possible improvements to existing processes.
- Miscellaneous duties as assigned.
- Liaise with the technical support team regarding dialer irregularities and maintain a high level of customer service.
- Internal training on the dialer process at all levels within the call center team
- Create BRD for change requirements in dialer.
- Perform UAT & UVT for change request implementation.
Associate / MIS
Standard Chartered Global Business Services
01.2015 - 10.2017
- Co-ordinate the sales team by managing schedules, filing important documents, and communicating relevant information.
- Implemented data quality standards and conducted regular audits to ensure data accuracy and integrity
- Collecting, analyzing, and interpreting data from various sources to identify trends, patterns, and insights that can drive business improvements
- Ensuring the adequacy of Sales-related material.
- Co-coordinating with stakeholders.
- Responding to complaints from customers and giving after-sales support when requested.
- Monitor the team’s progress, identify shortcomings, and propose improvements.
- Responsible for reviewing, analyzing, updating & standardizing the process document with regards to process changes.
Associate / Tele-caller
Standard Chartered Global Business Services
02.2011 - 12.2014
- Achieving Scorecard target as per guidelines
- Nil Risk findings in executing client transactions & Displaying Conduct as per GCOC
- Displaying Value Behavior
- Adherence to Schedule
Customer Care Executive (Aircel - Voice Process)
Sparsh BPO
08.2009 - 02.2011
- Dealing with customer issues and churning out an easy-to-follow solution
- Handling customer concerns and complaints in a timely manner and informing customers of upcoming promotions or deals
- Interacting with customers to ensure they have a desirable and shareable experience
- Conducting customer satisfaction surveys to understand areas of the company’s services need improvement
Education
Bachelor of Arts - Public Administration
TNOU
Chennai01.2023
Diploma -
Sriram Polytechnic College
Chennai01.2009
High School Diploma -
Sir Ramaswami Mudaliar Higher Secondary School
ChennaiSkills
- Analytical and problem-solving skills
- Team collaboration and independence
- Adaptability to change
- Self-motivation and drive
- Results-oriented approach
- Dialer management
- Data analysis
- Performance reporting
Disclaimer
I solemnly state that the above information given is true and correct to the best of my knowledge and belief. Place: Chennai Date: Yours Sincerely (M.R. VENKATESH)
Timeline
Assistant Manager WFM / Dialer Management - UAE Outbound
Standard Chartered Global Business Services
11.2017 - Current
Associate / MIS
Standard Chartered Global Business Services
01.2015 - 10.2017
Associate / Tele-caller
Standard Chartered Global Business Services
02.2011 - 12.2014
Customer Care Executive (Aircel - Voice Process)
Sparsh BPO
08.2009 - 02.2011
Bachelor of Arts - Public Administration
TNOU
Diploma -
Sriram Polytechnic College
High School Diploma -
Sir Ramaswami Mudaliar Higher Secondary School
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