Deepak Dahiya

Experience

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  HCL BPO

  Mar 2004 - Jul 2005

  MIS Exe
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  Keane India Ltd

  Jan 2005 - Jan 2008

  Asst Manager
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  Max New York Life Insurance Co. Ltd

  Jul 2008 - Dec 2010

  Manager
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  Encore Capital Group

  Jan 2011 - May 2012

  Manager

  Encore Capital is US based Account Receivable Management Company and India MIS team is responsible for publishing production and functional reporting. As a Manager with MIS team we have initiated key projects which aim to create effectiveness in routine MIS deliverables.Responsibilities:- Initiated MIS-BI integration project. Requirements & documentation Phase completed in record time.- Introduced SQL server 2008 in MIS to move internal DB (MS Access) in RDBMS environment.- Planned balancing of MIS resources.- Investigated and removed redundant reports from being published on production.- Enhanced communication links with other department to bring transparency in deliverables.- Single point of contact from MIS team for senior management on key initiatives. Show less

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  Eclerx India Services Limited

  May 2012 - Dec 2020

  - Transition Management – Lead team to transition of voice and non-voice processes; - Program Manager to establish first On-Shore delivery center in North Carolina State of USA; - Engaged with Client to establish Omni-Channel processes where agents are trained for both Voice and Chat processes and toggle their production shift as per the volume in queues. This is implemented with other partners/sites.- Lead execution of multiple analytics engagements for client spread across industries including Fortune 100 Clients, projects ranging from Vendor Management; Supply-Chain Management, eComm sites Process Audits, Tag Management; Call volume forecasting tool; Business Insight Projects.(Used “R”, Tableau, MSBI, ClickView Platforms) - Worked on automation projects(RPAs) with software team which helped WFM and Ops team- Managed Bench % and Gross Margin- Part of various quality projects which won numerous accolades at national and international level.- Invoice management leader Show less

  • Program Manager

    Apr 2019 - Dec 2020

  • Associate Program Manager

    May 2012 - Apr 2019
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  Confidential

  Jan 2022 - now

  WFM Consultant