Ref. No. : CA - 15052 - (HRD – with 19.8 years in Plastic Industry)

Education

M.B.A (Master of Business Administration) From Sikkim Manipal Univerity

B.I.T (Bachelor of Information Technology) From MAHE (Manipal Academy of Higher Education) University.

A Degree holder of Bachelor of Information Technology From MAHE University.

Skill Sets

MBA with experience in Customer Service in telecom in Operations, Customer Services & Retention–Retail & Corporate. Recruitment & Selection, Training & Development, Strategic Management, MIS, Time Office function, Administration, Organization Development, Performance Management, Reward & Recognition, Industrial Relation. 

Work Experience

Assistant Manager-recuritment, Training & Development
Since FEB 2012 To Till Date
Company Profile: Ayurved Pharmacy
Job Profile:
Started as  a Senior executive-HR. Manpower planning for all levels of recruitment in the company for all the Locations.
Formalizing the manpower plan with functional heads, identifying position requirements, exploring channels of sourcing, interviewing/selection; placement and induction. 
Design and implement non-campus recruiting program, conduct interviews and presented management with top candidates. 
Planning for higher level recruitment as per the goal objective of the company and its need.
Identifying training and development needs across the levels of the organization. 
Defines all Human Resources training programs, and assigns the authority / responsibility of Human Resources and managers within those programs.
Provides necessary education and materials (external) to managers and employees including workshops, manuals, employee handbooks, and standardized reports. 
Designing and developing Technical training programmes, methodology, course coverage and content. 
Preparing annual training calendar and executing and coordinating the programs Evaluating and monitoring the quality of training program and the trainer performance 
Maintaining a Training MIS and training record.
Drafting Circulars, Advertisements, Policies, Manuals, Induction Prog and training etc.Managing various teams MIS reports on weekly & monthly basis. Become involved as a team member in researching and recommending new human resource policies or benefits in order to gain a deeper understanding and improve ability to translate to colleagues or clients. Discussion with HOD’s regarding fair and equitable administration of employee’s policy. Database management using Advance Excel – Macros, Advance Filter, Functions & Formulas, Pivot table, Goal Seek, Importing & exporting data, validations, Develop Excel Templates & Access. Clarifies performance expectations collaboratively with others (e.g., roles, responsibilities, standards, and goals)

Achievements:
Promoted as a Assistant Manager-HR with the salary increment in the month of April’13. Received many awards and trophies for an excellence performance in Recruitment & Training. Appreciated by the management for efficiently handling client’s queries.

Process Trainer
From May 2011 To Jan 2012
Company Profile: Designing, transforming and running business process operations
Job Profile:
Handling the teams of about 70 Executives.
Leading the team in coordinating activities. Imparting process and training. Monitoring and guiding all the team for the accomplishment of their assigned targets.
Monitor quality and compliance with the integrated schedule. Updating processes and procedures as required.
Preparing all reports related to Quality, Voice Logs, Database, Individual achievement, Call Handling evaluation.

Customer Care Executive
From Mar 2010-Apr 2011
Company Name: IBM
Job Profile:
Efficiently managed a team of 15-20 executives and assigned targets in health insurance segment. Served as a team leader in the absence of manager and achieved targets in a team environment. Worked online and verified the claims of the clients in Health insurance segment.

Achievements:
Received a salary increment in Sep, 2010.
Received many awards and trophies for an excellence in performance in customer services. Appreciated by the management for efficiently handling client’s calls and resolving their queries.

Senior Executive, Customer Support
From Feb 2009 To Mar 2010
Company Name: IEnergizer
Job Profile:
Responsible for business development by selling mobile phones, mobile accessories and data cards to the customers. Efficiently interacted with the US and UK clients in the outbound process.

Achievements:
Recognized by the management and received many awards for excellence in business development and outstanding achievement of targets.

Quality Checker
From Feb 2008 To Feb 2009
Company Name: SITEL India Ltd.
Job Profile:
Performed quality checks and expertly diagnosed the errors committed by customers during the form filling process. Interacted with the client’s directly for resolving their queries and offering optimum solutions. 
Efficiently allocated work to the Customer Care Executives and monitored the performance of about 10-12 quality team members and 60 customer care executives.

Achievements:
Promoted just within 1 month of training period from the level of a customer care executive to the level of a quality checker. Received appreciation from the management for demonstrating leadership abilities by improving the performance of the quality checking team and minimizing the quality defects.

Customer Service Associate
From Jun 2007 To Nov 2007
Company Name: Teletech
Job Profile:
Efficiently received calls from the customers and addressed their queries. Promptly resolved customer complaints in the back end by accepting service requests.

Trainings Attended
Instant Accountant Course From I.C.A (Institute Of Computer Accountants), Haridwar, 2007.

Co-Curricular Activities
Served as a Captain of the Cricket Team in College and won many matches in intercollegiate level. Participated and won First prize in a dance competition held in Haridwar.

Profile Snapshot
A result driven and a goal oriented professional with almost 6 years of demonstrated work experience in  recruitment & selection, Training & Development, customer support services and quality checking. A keen planner & strategist with the ability to manage project with perfection. Effectively handling the new format Corporate Retention & operations. Skilled at identifying and networking with prospective clients, generating business from the existing clients and achieving profitability and increased growth. Adroit at Building & maintain healthy business relations with high net worth and corporate clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms. Possesses excellent communication & Inter-Personal skills. Stupendous communication & analytical skills, honed with ability to liaise at all management levels. Recruitment & Selection, Training & Development, Strategic Management, MIS, Time Office function, Administration, Organization Development, Performance Management, Reward & Recognition, Industrial Relation.

Profile:
 A Dynamic Team leader with a proven ability of producing synergy results and building a strong team foundation. Enjoy an expertise in effectively improving processes, identifying strengths/weaknesses, and implementing company policies, standards, changes in operations, and systems to optimize quality. Possess excellent customer orientation skills having received appreciation from the clients for providing proactive and state of the art quality services within the stipulated time frame. Adept with the application of front end and back end technologies and possess a preliminary knowledge of SAP module as well.
An ‘out of the box thinker’ with excellent interpersonal and communication skills. A go getter with an excellent ability to work under pressure and under strict deadlines. Possess good analytical skills with a good ability to pay attention to details for generating optimum quality results

Core Competencies:
Operations Management
Business Analysis / Data Management / MIS
Performance & Quality Standards
Customer Satisfaction & Allegiance
Cross -functional Coordination
Recruitment & Selection, Training & Development.

Future Goals

A result driven and a goal oriented professional with more than 6 years of demonstrated work experience in recruitment & selection, Training & Development, customer support services and quality checking.

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