Established HR department from scratch. Conducted conflict resolution, harassment, sexual assault and diversity training. Provided guidance to employees and management regarding workplace concerns. Partnered with senior leadership to implement a management by objectives performance review system for positions in scope of the initiative.

HR • recruiting and staffing; • organizational departmental planning; • performance management and improvement systems; • organization development; • compliance with regulatory concerns regarding employees; • employee on-boarding, development, needs assessment, and training; • policy development and documentation; • employee relations; • company-wide committee facilitation; • company employee and community communication; • compensation and benefits administration; • employee safety, welfare, wellness, and health; • employee services and counselling. • payroll inputs managements (Attendance Management and Coordination) • HR Documentation update coordination with ABACUS Admin • Fleet Management, including management of fuel cards • Stationery and pantry purchase part handling • Planning and budgeting periodic office maintenance and upgradation • Hotel/travel/visa arrangements • Coordination with sales team/regional coordinators on regional office demands/requirements and budgeting • Responsible for dealing with all the 3rd parties relevant to HR an Admin.

Worked as a team member in various projects, provided client data administration and analyses. Major responsibilities included liaison between members of staff and firm partners. Coached others and assisted with ad-hoc issues. Assisted with resource planning for clients as per schedules of audit around the year.

- Enhanced overall hiring process in collaboration with hiring managers (application review, e-verify, background checks, license health license verification, skills review, orientation). Reduced time by 20%.

Ensured delivery of team sales, service level components, quality and productivity targets & indicators. People Management, including all HR related issues, as well as staff development. Operational Management, Call monitoring, coaching and feedback, responsible for delivery of the defined customer experience in every call. Made decisions on any matter relating to improving revenue generation & client satisfaction. Conducted Training Needs Analysis for the team.

Key Contributions and Accomplishments:

• Boosted the quality service level from 60% to 85% by preparing a detailed report on downfall of Quality Service Level at First Call Activation Inbound Queue.
• Overcome attrition and shrinkage by 16% (from 12% p.a. to 10%) by introducing a Comprehensive Incentive Plan for BPO Agents and Team Leads.
• Provided quantitative proof that turned the situation from right-sizing to new hiring Client was on a verge to reduce headcount, which was direct business loss being a BPO company.
• Introduced ‘Single Event Analysis’ form to record the anomaly and/or dispute with client that was not documented before so that it might help in future as a case study.

Processed customer orders from forecast till invoicing ensuring supply chain optimization. Assisted in inventory management from local vendors. Handled import & export orders. Analyzed customer requirement & suggest win-win solutions. Responsible for sales administration, support and facilitate any new product development/launch at client’s end.

Key Contributions and Accomplishments:

• Was assigned to handle Nestlé within 6 weeks of induction (apart from my other 5 active accounts), which was company’s largest Key Account, grossed 1 billion packs production in 2009.
• Saved 40% of the time for the department by volunteering to review, align, revamp and compile prevailing; and introduce a few new SOPs and SLAs of Customer Service Supply Chain Division.
• Prepared ‘Clients Catalogue’ in MS Excel; a concise customer profile for the busy Directors where all 25 clients’ forecast Vs sales analysis and other key information was available in one click.
• Reduced the turn-around-time for Claims Handling (from 8 weeks to 2 weeks) by revising the process of, thus increasing customer satisfaction.

Led a team of 35 people who place telephone follow up calls to potential churn customers or customer satisfaction survey calls. Generate and analyze Long Duration Calls and Frequent Caller’s reports to improve service level of Contact Center. Train staff to deliver excellent customer service.

Key Contributions and Accomplishments:
• Being company’s pre-launch employee was enrolled in an exclusive team responsible for “Script Writing for IVR, Scripts for the inbound/outbound calls, SOP Development”.
• Was hired as Customer Services representative (outbound) and became backup supervisor just within 8 months of induction.
• Attended Service Reverence & Leadership Training (SRL By GoldenBlue Group) for which only total headcount of only 100 were selected from 5000+ employees.
• Devised new scripts to reduce ‘Average Handle Time’ of calls by 20% ultimately helping company to save $1.2 million yearly.