Project Management

Tamilmani T

Phone: +91-917**-***** (M)

E-Mail: ********@*****.***

Seeking middle level assignments in IVR Projects / CTI Solutions / Requirement analysis, Developing, Testing & Deployment with a growth oriented organisation

PROFESSIONAL SYNOPSIS

A dynamic professional with 7+ years of experience in Team Management of IVR Projects, CTI Solutions, Development, Testing and Deployment.

Presently associated with Lattice Bridge Infotech Pvt. Ltd., Chennai as Sr.Team Leader

A project planner with expertise in planning and executing various IVR projects in compliance to quality standards.

Holds the distinction of working with customers like TTML, TTSL, Vodafone, Airtel, NSN, Nuance etc.

Comprehensive understanding of software testing including creation of test scripts / cases and writing test cases for UAT.

Comprehensive knowledge of exposure in integrating Inbound IVR with different PBX (Avaya, Coral, Alcatel etc.)

Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.

Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in customer relationship management.

IT SKILLS

Language : ASP, Visual Basic 6.0

Environment : Windows, Basic Operating Knowledge of Linux

Hardware : Dialogic, Donjin, NMS

IVR Platform : Genesys IVR & Framework solutions, Genesys Voice Portal 7.6 (GVP), CTADE, Televasic, Amdale’s PowerConnect, Envox studio 7.1(CDP), Nuance 9.0.3 and Real speak 4.5, OSI / NAR tool for generating OSR Reporting.

Database : MS Access, IBM DB2

CORE COMPETENCIES

Project Management

Managing overall operations for executing CTI projects involving scoping, initiating, high level design & architecture, resource mobilisation, execution within cost & time parameters.

Monitoring / tracking projects with respect to budgeted cost, demand forecasts, time over-runs to ensure timely execution of projects.

Conducting project closure meetings and addressing all the important issues.

Defining best practices for project support and documentation.

Delivery Management

Project planning, scoping, estimation and tracking.

Implementing project plans within preset budgets and deadlines.

Steering delivery management for technical deliverables of concurrent projects.

Negotiating SLA’s for large and medium-size CTI projects.

ASR Solution Delivery

ASR Based IVR System

Implemented ASR based Railway enquiry IVRS for Southern Railways & East Central Railways, Chennai.

ASR Based VAS Services

Implemented Multi modal (ASR and DTMF) based Value added Services for TTML, Mumbai.

TRAINING UNDERGONE

Open Speech Recognizer (From Scan Soft)

Genesys IVR & Framework Solution, Genesys Studio (GVP) & Installation and configuration (From Genesys)

Project Management in Speech Technology conducted by Nuance

ISO 9001:2000 Internal Auditor’s Training (From Lattice Bridge)

ORGANISATIONAL EXPERIENCE

Since Aug’03 with Lattice Bridge Infotech Pvt. Ltd., Chennai

Notable Achievements

Developed & Implemented IVR application world cup live score update for RPG & BSNL.

Developed & Implemented speech based Arrival / Departure information enquiry system for East Central Railways.

Developed & implemented Automatic CAB Pick-Up & Drop booking system in GVP Studio 7.5, Installation of IPCS SIP Server & Audio codes Media Gateway for Exl Technologies Noida.

Developed & Implemented Vodafone Customer Care (50777) in ROTN and TN circle in SS7 based system using Dialogic SPCI4 and DMV1200BTEP card.

Developed & Implemented Vodafone Customer Care (FAF) in ROTN and TN circle to high capacity infrastructure while using the Donjin Keygoe Multimedia Switch platform.

Successfully developed & implemented TTSL Prepaid Customer Care Speech (ASR) based call center project for PAN India in 14 languages using nuance (Grammar Development & Application Development)

Successfully developed & implemented TTSL ABU – Access Business Unit Customer Care IVR based call centre project.

Successfully developed & implemented TTML CDMA CC ASR application being deployed in TTML Pune site.

Successfully developed & implemented Tata Docomo Customer Care IVR application in GVP 7.5 being deployed in TTML Pune site.

Managing & coordinating with a team on prepaid customer care IVR (777), Dealer Help Line (DHL) for Vodafone UP-East.

Presently managing & coordinating on prepaid customer care for Tata Docomo (TTML) using Natural Language ASR.

Played a key role in implementing Nuance ASR & TTS installation & configuration across all 24 circles within 2 months for Bharti Airtel’s Single IVR Project; Nuance was the main contractor for this project.

Successfully implemented Nuance regional language pack (14 languages) installation & configuration across all 24 circles within 2 months for Bharti Airtel’s Single IVR Project; NSN was the main contractor for this project.

Significantly engaged in Windows Hardening and Hygienic configuration for all 24 circles within 1 month for Bharti Airtel’s Single IVR project; NSN was the main contractor for this project.

Bulk SMS system for IOCL to push messages through SMSC using SMPP.

Prototype for banking & non banking transaction for ICICI using GVP 7.6.

Overseas Exposure

Information Portal for Abu Dubai Tourism Authority in GVP 7.2, Abu Dubai.

ISD & STD enquiry portal for etisalat in Genesys Voice Portal 7.5, Dubai.

Discussed different CTI Solutions & implemented IVR & Call Center solutions.

CCE Feedback OBD for Du telecom, Dubai.

Performed Integration Testing of:

- Line side E1 testing with Alcatel PBX.

- Call Center Testing with Donjin board

- SS7 Testing with SPCI4 and 300 JCT Card.

- Call Center Testing with Dialogic DMV1200

Nov’02 – July’03 with Integrated Retail Management Consulting as IT Support Engineer

Notable Achievements

Successfully designed & implemented process mapping solutions for Reliance WebWorld across India.

QUALIFICATIONS

Master of Computer Applications (M.C.A), From Bharath Institute of Science and Technology, University of Madras, Chennai completed during the year 1999-2002, with aggregate of 75.60%.

Bachelor of commerce (B.Com), From Kongu Arts and Science Collage, Bharathiyar University, Erode completed during the year 1996 - 1999, with aggregate of 59.60%.

PERSONAL DETAILS

Date of Birth : 20th May 1978

Marital Status : Married

Nationality : Indian

Passport Number : B0377213

Residential Address : Plot No 38, Old no 4, New no 9, 7th Cross Street, Rajalakshmi Nagar,

Velachery, Chennai - 600 042

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