Shashank Kumar Sharma
South West Delhi
Summary
Adept at enhancing dialer strategy efficiency, I leveraged VBA Automation and strong analytical skills to optimize contact center operations. Excelled in vendor management and technical onboarding, achieving significant improvements in connectivity and collections strategies. Demonstrated leadership in driving innovative solutions and fostering collaborative vendor relationships.
Overview
5
5
years of professional experience
Work History
Senior Executive - Dialer Strategy, Collections
SBI Cards & Payment Services LTD.
Gurugram
06.2022 - Current
- Managing end-to-end contact center dialer functionality on a real-time basis.
- Responsible for managing the database shared with PAN India vendor sites on a daily basis.
- Giving feedback and guiding vendors with various collections strategies to get the generation efficiently.
- Taking monthly, fortnightly, and weekly reviews with assigned vendors to get the issues and challenges addressed.
- Monitoring and analyzing the GSM, SIP trunk, and overall connectivity trend for inhouse as well as pan-India vendor sites.
- Managing channel wise details of all the GSM & SIP trunks using at the vendor sites for addressing the escalations & to share with Billing team for PRI rental reimbursements.
- Responsible for onboarding new vendor sites in Dialer, reporting, and other technical aspects.
- Suggesting strategies to SMT's post, analyzing the database, current situations, and historical trends for driving production more effectively. Also, getting it implemented on PAN India vendor sites.
- Initiating the procedure of TC Workstation-wise billing for PAN India vendor sites by providing significant data to the billing team after performing the required audits.
- Responsible for preparing the VIC (Incentive) inputs and sharing them after applying the Downtime approvals received from the Line team and the required Audit checks.
- Prepare and analyze various reports and dialer dashboards, and share the observations with SMTs based on the requirements.
Executive - WFM, Sales
Teleperformance Global Services Pvt; LTD
11.2021 - 06.2022
- Responsible to prepare & sharing various Production & Quality related reports
- Responsible to analyze the loopholes & dents found in business and highlighting them to the productions with maximum possible observations wherein any area of improvement observed
- Responsible for preparing the Incentive for 6 Sub-LOBs
Executive - Dialer, Collections
Teleperformance Global Services Pvt; LTD
01.2020 - 10.2021
- Manage daily outbound call center dialer functionality end to end real time
- Manage the Dialer application and upload of database
- Monitor and Churn the database tables as per the connectivity delivered in a specific campaign
- Control Idle time and call drop offs by understanding pacing ratios
Education
Bachelor's of Technology (B.Tech) - Mechanical Engineering
Maharishi Dayanand University
Rohtak, Haryana07.2021
Skills
- VBA Automation
- MS Access
- SQL
- Power BI
- Tableau
- Vendor Management
- Dialer Management
Hobbies and Interests
- Listening Vintage Songs
- Swimming
- Having conversation with Children
Languages
Hindi
Proficient
C2
English
Advanced
C1
Timeline
Senior Executive - Dialer Strategy, Collections
SBI Cards & Payment Services LTD.
06.2022 - Current
Executive - WFM, Sales
Teleperformance Global Services Pvt; LTD
11.2021 - 06.2022
Executive - Dialer, Collections
Teleperformance Global Services Pvt; LTD
01.2020 - 10.2021
Bachelor's of Technology (B.Tech) - Mechanical Engineering
Maharishi Dayanand University
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