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dave smith

@davesmith

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Operations Manager at RHYSLEY PVT. LTD. managing a 70+ member contact center team handling 600–1,000+ daily calls.

India

Message

At RHYSLEY PVT. LTD., I manage end-to-end floor operations for a 70+ member team handling 600–1,000+ calls daily. I monitor service and productivity metrics, manage queues and staffing, and develop interactive SOPs and training materials.

At VOIS INC., I managed a 40+ member team across technical support, sales, and service operations for VoIP phones. Earlier, at OPTI (ON PROCESS TECHNOLOGY), I managed Procure-to-Pay operations using ARIBA and Coupa, and received appreciation from AVAYA for zero-error delivery and early task completion.

Experience

Work history, roles, and key accomplishments

Current

Call Center Manager / Operations Manager

Current

Rhysley Pvt. Ltd.

Aug 2020 - Present (6 years 2 months)

Managed end-to-end floor operations for 70+ members handling 600–1,000+ calls daily. Monitored and improved SLA, AHT, ACHT, Talk Time, Call Abandonment, FCR, CSAT, Occupancy and Productivity.

Call Center Operations Floor Management Call Flow SLA Management AHT Call Abandonment Control FCR CSAT Occupancy Workforce Management Team Leadership Process Improvement SOP Development SaaS Operations CRM Operations MIS And Reporting Stakeholder Management Sales Operations

Technical Support SME

Vodafone International Services

Mar 2019 - Jun 2020 (1 year 3 months)

Provided technical support across broadband, mobile, IPTV and VoIP services. Worked with Siebel, Clarify and Program II (TP2).

Technical Support Broadband Mobile IPTV VoIP Siebel Clarify Program II (TP2)

Retentions

Tech Mahindra

Jan 2016 - Feb 2019 (3 years 1 month)

Managed customer retention process for 3Global Services (UK). Handled inbound customer retention calls, account save offers and win-back campaigns.

Customer Retention Inbound Calls Account Save Reactivation Campaigns CRM Tools Reporting

AVAYA Order Manager / Buyer

OPTI (On Process Technology)

Jul 2013 - Dec 2015 (2 years 5 months)

Managed Procure-to-Pay (P2P) operations using ARIBA and Coupa. Coordinated with global stakeholders, vendors and internal teams via SharePoint.

Procure To Pay Ariba Coupa SharePoint Stakeholder Management Process Adherence

Consultant L3

Limtex Infotech

Aug 2012 - Jun 2013 (10 months)

Provided L3 support for merchant processing operations (Canada & US). Handled complex operational and technical issues.

L3 Support Merchant Processing Operational Issues Technical Issues

Manager Operations

VOIS Inc.

Jan 2006 - Aug 2011 (5 years 7 months)

Managed 40+ team members across technical support, sales and service operations for VoIP phones. Handled end-to-end operations including call flow, coaching, performance management and client reporting.

Team Management VoIP Call Flow Coaching Performance Management Client Reporting Cisco Routers Satellite Encoder