1.  9884714466  Vishwanath.kashi9@gmail.com
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R. Kashi Vishwanath Manager- Dialer Operations, GE Capital
Professional Summary
 To use my over 10 years of rich and insightful experience in the various segments of BPO
industry namely, Dialer Operations, Transition, Projects, Credit Collections, Customer
Service SL Management. I’m looking forward to a role where I can use my past experience to
add value to the business and grow with the Company
 In depth knowledge and hands on experience in Vision Plus application
 Complete understanding of Credit Card Life cycle with expertise in Collections work flow
which includes,
o Querying accounts in collections through Vision Plus Screens
o Taking appropriate actions and resolutions on collection accounts
o Upload of delinquent and accounts in collections into Dialler based on appropriate
criteria
 Shouldering overall responsibility to deliver solutions in accordance with Organization’s
quality control standards, business practices and procedures.
 Managing team working in Dialer Department
 A good team player and a dedicated worker
 Quick learner and have the ability to manage critical situations
 I incorporate all past experiences into work to ensure a quality work product
 I apply significant industry trends to help other users to follow best practices
 In addition to coaching, I was responsible for grooming associates by identifying
opportunities appropriate to their demonstrated level of performance in the project
Experience Summary
GE Capital BPMSL, Chennai.
Manager Dialer
Operations, WFM COE
January 2006 – Till
Date
Skills
Computer competence in:
- Dialers (Aspect 5.2, 6.6 & 7.3)
- MS Office
- Minitab
- Ms Access (Basic Level)

2.  9884714466  Vishwanath.kashi9@gmail.com
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Assignments handled at GE Capital BPMSL
GECBPMSL is a JV between GE Capital and SBI. It provides end to end service to SBI Card
products, ranging from Marketing, Sourcing, Customer Service, Collections, Quality, Fraud Control,
etc.
1. Department: Collections
 Handled Collections Operation for Credit Cards of SBI & TATA and Cash Card of GE
Money through Vision Plus application
 Handling disputes raised by cardholders on specific transactions by querying the relevant
transaction detail and providing explanation
 Reporting disputed transactions to respective department for necessary action(Retrieval
Request or Chargeback)
 Taking necessary action on collection accounts based on the confirmation provided by
cardholders
 Collection of payments and maintaining day-to-day transaction records in V+.
2. Department: Dialer Operations
 The role involves Handling and managing End to End Dialer operations for GE and SBI
Card JV.
 At present handling a team of 11 Dialer analysts ( Including 4 Asst. Managers )
 Handling 12 processes on Dialer for Outbound Tele calling with a headcount of more than
400 associates included collections, Skip, Sales, and Services etc. & co-ordinating with
Gurgaon hub.
 Working closely with Development team to design the reporting and Database structure as
per the operational requirements.
 PRI (primary resource interface) management by keeping a check on utilisation of PRI’s.
 Working closely with operations team on requirements to meet operational goals and
defining Dialer strategy to help meet the goals.
 Regular performance reviews with stake holders.
 On boarded 2 new Tele calling projects on Dialer to ensure better agent utilisation.
 Managing Seat utilisation, Capacity management and Inventory management for all Tele
Calling processes.
 Handling real time monitoring for all inbound services for SBI cards customer service.
 Real time skill management (for IB queues) for 200 agents servicing 8 inbound
campaigns.
 Schedule management (real time) which includes break optimisation , training schedules
 Highlighting any area of opportunity to enhance productivity.
 Reporting Management- at agent level, TL level and process level to ensure track of
productivity and operational targets.
 Analytics: Measuring monthly/daily trends and initiating process improvement ideas/strategy.
Studying all aspects of Dialer Collection pyramid and identifying tail/head winds and
creating/recommending action plan accordingly and improving Dialer effectiveness.
 Managed Cash Card, Mortgages and SBI Loan (Home/Personal loan) process transition and Dialer
set up

3.  9884714466  Vishwanath.kashi9@gmail.com
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3. Process Initiatives/Improvements:
 Data warehouse Project: Creating centralized database and reporting automation for data
accuracy and productivity.
 Skip allocation restructuring leading to 49% inventory reduction; annual saving of approx 2
million INR (6.5 FTE benefit).
 Early Stage team consolidation leading to increased productivity and reduction of 24 FTEs;
annual saving of approx 7 million INR.
 In housing of Recovery shop and reporting set up.
 Mobile Number Scrambling project lead to improvement of 3% on Contact rate.
 Late shift calling piloted leading 5.4% contact rate on pure Non-contactable pool.
 Restructuring, Field Monitoring, Dispute team brought into Dialer to enhance productivity
and better compliance/controllership.
 Warm transfer process introduced to mitigate linguistic barrier and encourage first call
resolution.
 New office transition with 0 downtime
 Aspect 5.6 to aspect 6.6 migration with 0 downtime
 Initiating collection BCP during downtime
4. People Management:
 Zero% attrition till date.
 Succession Planning & People development.
Achievements
 Star Performer Award – Q3 2015 (GE)
 Champion of the Quarter Award – Q1 2016
 3 Simplean training – 1 Leader and 2 as a Team member
 Recognition for team transition for zero downtime and strategy implementation
 Recognitions received for migrating Cash Card, Recovery, SBI Loan & Restructuring
processes on Dialer.
 Recognitions received for migrating Aspect 6.6 & Aspect Movement to new office
 Recognised for completing a project in Simplean
 Aspect certified training on Aspect Administration : Unified IP 6 & M3 designer scripting
essentials
 Certificates of Recognition received for Exemplary Performance, Active Participation and
Demonstration of GE Values.

4.  9884714466  Vishwanath.kashi9@gmail.com
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Education History
2001–05 Bachelor of Hotel Management
 Mangalore University
2000-2001 Senior Secondary Education
 Madras Matriculation School,
Vellore TN
1999 Secondary Education
 S.I.W.S school, Wadala, Mumbai
Personal Details
Date of Birth : 29-06-1983
Sex : Male
Marital Status : Married
Nationality : Indian
Languages Known : English, Hindi, Kannada & Tamil
Signature: Date:
Place: Chennai