Customer Service Project
Resume:
*.
ABDUL NAZIR GAFFOR
Call me at: +91-993******* Mail me at: ********@*****.***
1. Objective
Seeking a challenging position in Telecom industry, where I can utilize my experience, commitment & team orientation to a company’s objectives, profits and position that will allow me to learn and contribute my best to the organization.
1. Professional Summary
1. Technical Support Engineer having 10+ Years of experience in Enterprise Telecommunication /Contact Center Applications Development.
2. Genesys Technologies ~ ASP, C# & .Net ~ Oracle~ PL/SQL ~ Unix & Shell & Windows, SQL Server 2005.
3. Subject matter in ACD and CTI integration strategies.
1. Support Systems Analysis during the Implementation Life Cycle for Call Center Applications.
1. Manage and balance multiple projects and tasks in order to insure stable routing and reporting environment within deliverable dates.
2. To test and development initiatives within Genesys applications to insure a seamless implementation of enhancements into the production environment
1. Extensive Call Center Technology experience - specifically Genesys.
2. Provided Support to QA and User Acceptance Testing efforts for defect solutions in the Production environment.
3. To Provide Tier 2 production support to insure resolution of issues within defined Service Level Agreements and consistently delivers high-quality services to customers.
4. Documentation for hand-off of change in infrastructure enhancements and configurations.
5. Proactive support in an environment of rapid change and to make decisions while understanding the risk.
6. SMS and Email integration for outbound email and SMS to client
7. GVP implementation for Outbound Solutions for Vodafone Essar Ltd.
1. 1.
1. 1. Education
1. B.Com, Mumbai University.
2. Diploma from NIIT
1. Achievements
1. Awarded as Best Team Player in Vodafone-IBM IT for Genesys Outbound Project last 3 year.
1. Professional Experience:
Employer : IBM India Pvt.Ltd
Title : IT Specialist - Voice Applications
Date of employment : 03rd Aug 2009 to till date
Employer : EFFORT BPO lTD
Title : Team Manager (Application) Genesys
Date of employment : From Dec 2006 to Aug 2009
Employer : Macleus System Pvt Ltd.
Title : Software Engg
Date of employment : From 3 Jun 2005 to Dec 2006
1. Skill Set
1. Operating systems : Windows XP/2000, Linux, AIX
2. Applications : Genesys Framework 7.6, OCS, Routing, Reporting Server,C#,Oracle,ASP.net,
1. Projects Profile
Project #1
Title : Implementation of Genesys Outbound Solutions for Vodafone Essar Ltd.
Environment : Genesys Framework, Routing, Reporting, OCS, IBM AIX 5.3
Period : June 30th 2009 to till date
Team size : 5
Role : Integration Genesys Outbound & Routing Solution with Avaya CM 5.0
Responsibilities:
1. Installation and configuration Genesys Framework Architecture, outbound applications and the databases at central location,
2. Integration of automated outbound dialing system with Avaya Media Server, which should be used by the Vodafone contact centers as well as by the Vodafone outsourced contact centers.
3. Designed reporting template for Real time – Historical report in Genesys reporting tools (CCPulse, BRIO) for monitoring agent and campaign performance as per the business requirements. The real time reports would provide a graphical and tabular view of the contact center object statistics. The contact centre objects are Agents, Agent Groups, Campaigns, Calling List, Campaign-Calling List, Campaign Group, Route Points,
4. Designed a skill based Routing strategy for the predictive campaigns.
5. Subject expertise in log analysis and providing solution for the production issues.
6. Develop of Uploading Tool (C# and Oracle)
7. Develop reporting Tool (C#,ASP.Net and Oracle)
8. GVP installation for Outbound Solutions for Vodafone Essar Ltd.
9. Email and SMS integration with Comviva for Outbound Solutions for Vodafone Essar Ltd.
Project #2
Title : Genesys CTI Integration with IBM WVR
Environment : IBM AIX 5.3
Period : From August 29th 2009 till date
Team size : 3
Role : Installation of Genesys CTI Solution Integrated with WVR
Project Details:
Vodafone inbound contact center is being upgraded to integrate with Genesys platform to provide CTI information to the agents along with the call sitting in Outsourced contact centre (OSCC). Also, the Vodafone customer service IVR is being upgraded from the existing setup with IBM WebSphere Voice Response System.
The scope for CTI integration covers the installation and implementation of Genesys CTI platform along with Vodafone customer care IVR on WVR. From the IVR, when the customer desires to speak to a customer care executive, IVR interacts with AVAYA ACD for transferring the setting the voice call with the agent and Genesys modules for the CTI popup to the agent.
Responsibilities:
1. Genesys CTI modules installation and integration with IBM WVR.
2. Genesys CTI Integration with Avaya AES.
3. Identify all interfaces, dependencies and pre-requisites for the application integration.
4. Migration of CTI modules to 23 circles location across India for the existing pilot installation to the new setup.
5. Integration of components distributed in four physical locations – central site, Hub location, circle location and OSCC location.
6. Subject expertise in log analysis and providing solutions for the production issues and closure of incidence less than the agreed SLA.
7. Handling new circle implementation for the future enhancements in current architecture without any impact on production.
8. Customer document Reviews.
Project #3:
Title : Implementation of Genesys Outbound Solutions for TATA Collection.
Environment : Genesys Framework, Routing, Reporting, OCS,GAD application Dev
Period : Dec 6th 2007 to Aug 2nd 2009
Team size : 5
Role : Integration Genesys
Responsibilities:
1. CRM Development for TATA Collection for genesys
2. Design of Database for TATA Collection for genesys
3. Installation of Genesys Framework 7.5
4. Trouble shooting and analyzing the log files for the production issues.
5. Designing the strategy for the call flow in IRD.
6. Good understanding of Genesys CTI integration with SIP Architecture.
7. Log analysis of Genesys components and provide support.
8. Simulate the customer queries in lab setup and provide solutions.
Project #4:
Title : Implementation of Genesys Outbound Solutions for TATA AIG for Insurance.
Environment : Genesys Framework, Routing, Reporting, OCS,GAD application Dev
Period : Dec 6th 2007 to Aug 2nd 2009
Team size : 5
Role : Integration Genesys
Responsibilities:
1. CRM Development for TATA AIG for genesys
2. Design of Database for TATA AIG for genesys
3. Installation of Genesys Framework 7.5
4. Trouble shooting and analyzing the log files for the production issues.
5. Designing the strategy for the call flow in IRD.
6. Good understanding of Genesys CTI integration with SIP Architecture.
7. Log analysis of Genesys components and provide support.
8. Simulate the customer queries in lab setup and provide solutions.
Project #5:
Title : Implementation of Genesys Outbound Solutions for Go AIR
Environment : Genesys Framework, Routing, Reporting, OCS,GAD application Dev
Period : Dec 6th 2007 to Aug 2nd 2009
Team size : 5
Role : Integration Genesys
Responsibilities:
1. CRM Development for GO Air
2. Design of Database for GO Air for genesys
3. Routing Strategy created and design by team
4. Installation of Genesys Framework 7.5
5. Trouble shooting and analyzing the log files for the production issues.
6. Designing the strategy for the call flow in IRD.
7. Good understanding of Genesys CTI integration with SIP Architecture.
8. Log analysis of Genesys components and provide support.
9. Simulate the customer queries in lab setup and provide solutions.
1. My Strengths
1. Enthusiastic, Self-Motivated, Quick Learner
2. Ability to meet tight schedules and demanding deadlines.
1. General Skills
1. Flair to interact and communicate effectively with people from different background
2. Able to communicate (verbally and in written) effectively
3. Present Technical ideas to a wide variety of audiences
Hobbies
1. Reading English Novels
2. Listening to music.
3. Writing few phrases & wordings
I, hereby declare that information furnished above is true to best of my knowledge.
Place: Pune Yours faithfully,
Date:
(Nazir Abdul Gaffor)
of 6
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