Zulpha Benjamin
Operational Analysis | Dialer Administrator
Cape Town
Summary
I developed strong analytical skills in fast-paced operational environment, focusing on process optimization and data analysis. Seeking to transition into new field, bringing expertise in identifying inefficiencies and implementing data-driven solutions. Capable of driving positive outcomes through strategic analysis and operational improvements.
Overview
8
8
years of professional experience
Work History
Operational Analyst / Dialer Administrator
First Nathional Bank
01.2023 - Current
- Manage and optimize dialer systems for outbound banking campaigns, ensuring maximum efficiency and compliance
- Analyze real-time and historical data to improve contact rates, conversion rates, and operational KPIs
- Collaborate with IT, risk, and compliance teams to ensure adherence to banking regulations.
- Monitor and troubleshoot dialer issues, minimizing downtime and maintaining seamless call center operations
- Develop automated reports and dashboards to provide stakeholders with actionable insights
- Enhance workforce efficiency by optimizing call routing, agent allocations, and dialing strategies
- Key Achievements: Increased contact rate through optimized dialer configurations and pacing strategies
- Key Achievements: Automated performance reporting, reducing manual workload
- Reduced call abandonment rate improving customer experience and operational efficiency
- Spearheaded the transition to a new dialer system, reducing costs
- Assisted in forecasting and workforce planning for banking contact centers
- Provided technical support and training to agents and team leaders
- Developed strong relationships with stakeholders, ensuring clear communication and alignment on project objectives and expectations.
- Improved operational efficiency by conducting detailed data analysis and identifying areas for process optimization.
- Ensured optimal workflow by monitoring agent performance and adjusting dialing parameters accordingly.
- Implemented key performance indicators to monitor progress, enabling continuous improvement in operational performance.
- Managed risk effectively by conducting comprehensive assessments and implementing mitigating strategies as needed.
Dialer Adminstrator
Direct Axis
01.2021 - 01.2023
Collections Agent
Direct Axis
01.2019 - 01.2021
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Skills
Predictive & Manual Dialer Administration
Operations research
Business intelligence
Decision support
Workflow optimization
Analytical skills
Problem-solving abilities
Cross-functional teamwork
Adaptability and flexibility
Excellent communication
Operational efficiency
Reporting skills
Timeline
Operational Analyst / Dialer Administrator - First Nathional Bank
01.2023 - Current
Dialer Adminstrator - Direct Axis
01.2021 - 01.2023
Collections Agent - Direct Axis
01.2019 - 01.2021