Sherveen Haripersad

Experience

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  Daly Credit Corporation

  May 2008 - Oct 2018

  Used my knowledge as a SQL database administrator to create automated processes that streamline dialer functions and refine data quality.Created and manage a multifaceted best time to call function to improve connectivity.Created and manage a test and control environment for implementation of new processes and functions.Design and implement multi-contact strategies within the dialer and provide insight in regards to the most efficient based on data analysis.Directly involved in operational strategy planning for new and current projects.Manage dialer administration team.Maintain current and create new MIS Reporting to track performance on a daily, weekly and monthly basis.Create, maintain and execute an accurate call costing model.Together with Dialer administration team maintain dialer performance from an AHT perspective.Together with Dialer administration team ensure all campaigns are optimized with the lowest abandon rate and call wait time possible.Complete start to finish setup of Phone strategies, campaign strategies, dialer strategies, algorithms and forecasting across all dialer platforms.Continuously change call strategies to increase connectivity in a test and control environment.Involved in Operations FTE allocation ensuring the optimum resources on dialer campaigns.Design and daily execution of Dialer system and database health check functions via the respective dialer administrators.Implementation of automated functions that create, import and schedule dialer campaigns.Create and maintain rules that dynamic updates dialing modes and provides calls based on a skill level ensuring an increase in efficiencies.Support and provide requirements for the integration of the current collections software across three different dialer platforms.Created a Risk mitigation and fail-over process.Creation and Automation of Intelligent Trace processes and associated performance reportingAutomated regional Dialing function Show less

  • Strategy Manager

    Sept 2017 - Oct 2018

  • Dialer Manager

    Apr 2010 - Sept 2017

  • Database Administrator

    May 2008 - Apr 2010
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  Outworx Contact Centre

  Oct 2018 - Jun 2024

  Head Of Business Intelligence
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  The Unlimited International

  Jun 2024 - now

  Data Manager