Kiran Deonarain

Experience

• 

  Engen

  Jan 2003 - Jan 2006

  Chemical fitter

  Fitter and Turner

• 

  SteinCraft

  Sept 2006 - Dec 2008

  It Support/networking

  • Provide support and solutions, responding to tickets• To Log all calls on the call logging system• Provide Technical support (desk side), answering support queries via phone and email• Support users remotely• Stay informed as to relevant skills and qualification levels • Internet and email support• Develop direct-reporting staff.• Monitor and report on activities to tickets• Develop self, and maintain knowledge in relevant field at all times.• Recommend and implement structured solutions to identified training needs.• Weekly Back up to servers• Taking ownership of user Problems and been pro-active when dealing with request Marinating a high degree of customer service for all support queries and adhere to all service management principles • Analyze and report / Troubleshoot faults on PCs, Printers, etc• Report and distribute management information highlighting areas for improvement and those of concern• Ensure Network is running efficiently Show less

• 

  Call centre international

  Aug 2009 - Jun 2012

  Claims Advisory Group
• 

  Coracall

  Jul 2012 - Jun 2014

  Dialler Analyst

  • Designing and executing outbound dialing contact strategies to reach customers, including Scripting And Routing• Demonstrated ability to analyze data, ensuring data across all campaigns are utilized effectively, create a plan of action and execute that plan• Maintaining Dialer efficiency and data list optimization • Ensuring the dialer is operating at peak efficiency and processing workflow meets established goals• In close contact with the IT / MI / Operations / Vendors on dialer and telephony infrastructure • Interpreting data and advising management of any issues impacting performance• MI - Providing reports for campaign results and compliance requirements as well as developing forecasts based on analysis of past results and trends• Providing guidance and day to day support for the Contact Center, including troubleshooting agent technical problems and outlining measurable goals and objectives for each outbound agent• Translate applicable strategic initiatives, contact strategy, and ongoing campaign plans into a detailed and flexible plan of execution• Create new and/or maintain existing contact lists, dial schedules, and inbound or outbound contact flows as needed by the operations teams• Monitor and report dialer performance, adherence to SLA agreements, and adherence to Federal and State regulations, both internally and externally• Work with vendors and internal users to ensure contact flow architecture is meeting business requirements• Align campaign plans based on capacity, available supply and outbound productivity, making necessary dialer adjustments where required or warranted• Adherence to all company policies and procedures, Ensure all dialer and call Centre campaigns are within the regulatory and compliance requirements• Open and approachable to operations staff to assist with strategy, features and functionality of the Dialer, IVRs and related contact center systems Show less

• 

  YouThere™

  Jun 2014 - now

  IT and Dialler Manager

  • Staff Management• Client Relationships • Planning• Projects• Data Management• Dialler Management• Providing support to all IT support staff• Handling queries escalated from IT Support staff• Monitoring, Tracking and Escalating incidents within Support Groups• Computer and Network Principles; Router, Switch, Patch Panels and Network topology, cabling and testing of RJ45/RJ11• Internet protocols, services and standards • Installation and setting up of Servers• Server backup or virtualization to minimize recovery time in the event of failure• Ensure ALL servers are backed up and that a copy of this backup is kept offsite at all times• Desktop, Laptop, Network, Server management • Liaise with Service Desk support contacts as required and other technical support personnel, such as Network & Database Administrators• Open and approachable to operations staff to assist with strategy, features and functionality of the Dialer, IVRs, and related contact center systems• Adherence to all company policies and procedures, Ensure all dialer and call Centre campaigns are within the regulatory and compliance requirements• International Telephony Routing (Dialler to Agents)• MI - Providing reports for campaign results and compliance requirements as well as developing forecasts based on analysis of past results and trends• SLA Reporting• Support and Maintenance, Network Management, VPN technologies and concepts, Modems, Carrier technology, LAN Principles, Cabling Principles, Network Operating Systems, Multi-Protocol Label Switching (MPLS), • Sourcing And Ordering of Replacement Hardware and Software when necessary Show less