Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHAROOKH S F

Dialer Analyst (WFM)
Bangalore

Summary

Dialer Admin Support Specialist with 5 years of hands-on experience in managing and optimizing contact center platforms including Genesys, TCN, Ameyo, C-Zentrix, and Avaya. Proven ability to ensure smooth operations through real-time monitoring, agent access control, dialer troubleshooting, and performance analysis. Experienced in creating IVRs, handling live operational issues, and driving compliance with regulatory frameworks like DNC and TCPA. Strong collaborator with cross-functional teams including IT, operations, and vendors. Adept in using tools such as CMS, CC Pulse, Kronos, and Freshdesk for reporting, workforce monitoring, and continuous process improvement.

Overview

7
7
years of professional experience
3
3
years of post-secondary education
5
5
Languages

Work History

Dialer Admin Support Specialist (IT)

ContactPoint360
02.2025 - Current
  • Created and managed outbound dialing campaigns, including campaign strategies, schedules, and lead list assignments using TCN platform.
  • Performed complete end-to-end setup of campaign sites, ensuring accurate configurations for smooth execution.
  • Generated and managed agent IDs and user access for seamless onboarding and workforce alignment.
  • Resolved real-time operational issues reported through Freshdesk, achieving high SLA compliance and minimizing downtime.
  • Designed and implemented IVR (Interactive Voice Response) systems in TCN based on client-specific requirements, ensuring accurate call flow logic and optimal user experience.
  • Troubleshot TCN application issues including call routing, dropped calls, and system errors, coordinating with vendors as needed.
  • Collaborated with operations and IT teams to maintain system performance and implement enhancements.
  • Documented all configurations and issue resolutions for knowledge base and compliance auditing.

Senior Analyst WFM

HOME CREDIT
09.2024 - 02.2025
  • I have strong knowledge of CC Pulse and CMS Genesys Dialer, enabling real-time monitoring of contact center performance and optimizing outbound campaigns.
  • This includes configuring dialer strategies, tracking agent performance, and generating in-depth analytics for enhanced decision-making and improved customer engagement.
  • I effectively manage key responsibilities such as SPINs, Connect by Downloads, and RPC by Downloads, ensuring all targets are met with a focus on campaign performance and efficiency.
  • I consistently update daily reports such as Disposition, Service Level(SL)Reports, and campaign status, ensuring real-time tracking and accurate performance analysis to optimize call center efficiency.
  • I have strong experience in monitoring and highlighting real-time performance using CC Pulse and CMS Genesys Dialer to ensure optimal campaign efficiency.
  • Dialer Management MS Office Google Sheets Data Analysis Advanced Excel Ameyo Campaign Optimization Performance Metrics Vendor Management Scripting and Call Handling Strategies Sales and Revenue Generation Reporting and Analysis CRM and Contact Center Software Skilled in Microsoft Office Suite.
  • Certified in C-Zentrix and Ameyo call center platforms.

Dialer Manager(Campaign Manager)

Rupeek Fintech Pvt Ltd
11.2020 - 02.2024
  • Good knowledge and hands on experience with Avaya, NGUCC, C-zentrix, Ameyo.
  • Knowledge in OCM-Managing the dialing modes like Predictive, Progressive & Preview dialing Modes.
  • Knowledge in CCpulse-To monitoring Real-Time Reports & Historical Reports.
  • Knowledge in create DN, Places, Campaigns, AgentID, Routing points.
  • Installing, configuring & Troubleshooting Dialer related application.
  • Good understanding and finding Root cause analysis about Dialer issues.
  • Managing Inbound & Outbound call in all 2 application.
  • As per client requirement and projection on time delivering CRM ID, DNID mapping, Agent ID on respective Campaigns.
  • Checking all the reports, GSM whether updating properly or not, if not highlighted to respective team.
  • Validating the reports and highlighting unusual behavior of devices with respective provider and planning to get it sort out on time.
  • As per client requirements Coordinate with respective team.

Senior Relationship Manager

Rupeek Fintech PVt LTd
09.2019 - 11.2020
  • Communication with customers about gold loan and team handling.
  • Making outcalls and convincing the customer to meet the sales manager for saving report.
  • Achieving day wise targets.
  • Attending the client calls and giving detailed information about the loans.
  • Ensured seamless coordination with relevant teams to meet unique client requirements.

Store Executive

Malabar Gold & Diamonds
01.2018 - 09.2019
  • Arranged in-store displays for maximum customer appeal and consistent sales.
  • Managed store customer service policy to retain customer loyalty and win new business.
  • Exceeded monthly sales goals through effective merchandising strategies, attentive customer service, and proactive problemsolving.
  • Mentored junior employees through ongoing coaching sessions focused on skill development, communication techniques, and teamwork principles.
  • Provided exceptional customer service by answering customer concerns and forwarding messages.
  • Coordinated special events and promotions to attract new customers and boost brand awareness within the community.

Education

High School Diploma -

V I S S J Govt Polytechnic
Bhadravati, India
04.2013 - 07.2016

Skills

Dialer & Contact Center Platforms:

  • Genesys, TCN, Ameyo, C-Zentrix, Avaya, Zoom

Monitoring & Reporting Tools:

  • CC Pulse, CMS (Call Management System), Kuna, Kronos

Communication & Collaboration Tools:

  • Zoom, Freshdesk

Technical & Operational Skills:

  • Agent ID Creation & Access Management

  • Real-Time Monitoring of Call Center Activities

  • Dialer Performance Tracking & Metrics Analysis

  • Real-Time Issue Resolution & Troubleshooting

  • Dialer Optimization for Efficiency

  • IVR Creation (TCN)

  • Regulatory Compliance (DNC, TCPA)

  • Collaboration with IT, Operations, and Vendors

  • Documentation & Process Standardization

Timeline

Dialer Admin Support Specialist (IT)

ContactPoint360
02.2025 - Current

Senior Analyst WFM

HOME CREDIT
09.2024 - 02.2025

Dialer Manager(Campaign Manager)

Rupeek Fintech Pvt Ltd
11.2020 - 02.2024

Senior Relationship Manager

Rupeek Fintech PVt LTd
09.2019 - 11.2020

Store Executive

Malabar Gold & Diamonds
01.2018 - 09.2019

High School Diploma -

V I S S J Govt Polytechnic
04.2013 - 07.2016

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SHAROOKH S FDialer Analyst (WFM)