Call Centre Manager

Senthil Kumar

Mobile: +971-**-*******, Email: **********@*****.***

LinkedIn: https://www.linkedin.com/in/senthilkumar1611

Professional Summary

Highly skilled and expert on IT technical support, implementation, development, and project management in banking, telecom, insurance, government, and entertainment industries. Excel at simultaneously managing multiple enterprise-wide IT / Telecommunications projects for the major organisations. Highly effective in creating a cohesive team environment and managing members to maximize individual performance, providing potential solutions, work closely with stakeholders and guiding them to the state of the art possibilities with technology and act as a trusted advisor to the business.

Skills

Windows Server 2008/2012/2016

AWS Cloud Practitioner

MS SQL Server 2000/2005/2008/2016

Web Technologies - IIS, Apache, tomcat, IBM WAS

Azure Cloud

Java – Jdk, JRE, Java Script

Contact Centre projects

HTML

Cybertech call recording systems

Genesys IVR, Routing, Inbound, Outbound, GMS

JIRA Testing

IQSIM – GSM Gateway Systems

Genesys Pure Cloud

Unigy IPC Solutions

Alcatel Call Manager – PBX, OXE

Telephonic Signalling – E1, T1,SIP, ISDN, PRI,VOIP

IP Telephony

Alcatel – E Fax solutions

Intel Platforms – Dialogic hardware

Speech Storm IVR

Envox- IVR, Outbound dialler

Verint – Impact 360, Mercom call recording systems

Basic Networking

HSM – Secured PIN Management

Work Experience

Assistant Manager September 2016 –Present

E Channel Support, National Bank of Ras Al Khaimah

United Arab Emirates.

Senior System Analyst November 2007 – September 2016

E Channel Support, National Bank of Ras Al Khaimah

United Arab Emirates.

Roles and Responsibilities:

•Leading Technical Operation team for the maintenance and administration of inbound and outbound Call Centre applications, IVR/call routing/Dialler/PABX/Recording systems and its infrastructures.

•Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure.

•Documenting and maintain the service Incident work-around and/or resolution.

•Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs.

•24/7 Maintenance and support to solving customer issues within TAT and SLA.

•Works with E- Channel Business, QA team, Vendors, and IT Projects team for new business initiatives and supporting projects by following AGILE project methodology.

•Interacting with various internal IT technical teams for resolving production issues and on-going projects.

•Vendor Management includes new SCR development/release and new procurements.

•BCM – Conducting bi-annual DR activists by switch over complete systems to DR site.

Achievements:

•Worked as technical lead for Call Centre migration project from legacy Envox IVR solution to Genesys call centre technology and Alcatel IP telephony solutions.

•Implemented Genesys pure cloud for outbound dialer campaign management project with Amazon AWS.

•Involved in IT Project on upgrading Genesys call centre technology solutions with Windows 2016 and MS SQL 2016 upgrade.

•Implementation of various recorder systems (Audio log/Cybertech) for Call Centre and other business units in the bank.

•Implementation of GSM gateway solution, which provide ease and flexible for collection department to contact customers.

•Integration of IVR/Call centre applications with Middleware systems and finacle Core banking solution.

•Achieved good rating in the systems audit and rewarded by CIO.

•Completed Cybertech call recording systems centralised project and awarded by COO.

•Completed Cybertech call recording systems upgrade project with Windows 2016 and MySQL upgrade

Education

Bachelor of Engineering in Electronics & Communication

1996

University of Madras

Chennai, India

Certification

Microsoft Certified - Azure Cloud Fundamentals AZ-900

(Certification ID: 990492120)

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