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Customer Service Management

Location:
Aurangabad, MH, India
Posted:
July 26, 2013

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Resume:

Deepa KeshavRasputra

OBJECTIVE

To excel in career as a Human Resource professional, through continuous learning and be instrumental in

contributing to the growth of the organization, utilizing the acquired knowledge, skill and experience.

KEY SKILLS

Interpersonal and intrapersonal skill.

Communication and presentation skill.

Effective in Team/Group.

Analytical &Problem solving Skill.

Leadership skill.

Planning & organizing, decision making skill.

Negotiation skill.

Creativity.

WORK EXPERIENCE

I) Juris Corp, Mumbai (November 2010 – till Date)

It is a full service law firm ranked in top tiers over the years, in Banking & Finance, Capital

Markets, Corporate, M&A, Dispute Resolution, Real Estate, Securitization& Structured Finance

and Taxation.

HR Consultant (HR generalistrole)

Handling Mumbai (India bulls&Nariman point office) as well as Delhi office.

Roles &Responsibilities:

Recruitment& Selection:

Responsible for recruitment & selection including internship and training.

Conducting and coordinating interviews.

Streamlining recruitment process and policies.

Identification of manpower requirement. Coordinating with team heads for recruitment

requirements.

Coordinating with accounts for recruitment budget and remuneration/compensation.

Coordinating with placement committees of colleges.

Coordinating with consultants.

Handling confirmation process.

Induction:

Introducing the new joiner to all in the firm and allocating buddy.

Preparing PowerPoint presentation of induction programmes.

Doing arrangements for induction programmes, preparing schedules and coordinating

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with different department for the same.

Carrying out induction programmes for all new joiners.

Training and development:

Identifying training programmes.

Preparing and updating training calendar.

Coordinating training programmes.

Administering tests conducted.

Maintaining records/documents and doing follow-ups.

Policies, procedures and processes:

Improvising/drafting/implementation of policies and procedures.

Aligning the employees to the policies and objectives of the firm.

Preparing & updating employee manual.

Preparing holiday list.

Taking care of on boarding and off boarding process.

Preparing offer letters, appointment letters, confirmation letters, work experience letters

etc.

Preparing job descriptions.

Forms - making/improvising forms.

Employee engagement:

Grievance handling.

Organizing welfare activities.

Employee engagement surveys.

Talent management.

Leave management:

Signing leave formsand maintaining leave record.

Coordinate with accounts department.

Performance appraisal:

Competency mapping.

Preparing the KRAs, appraisal formats.

Coordinate with team heads for performance appraisals and KRAs.

Calculating ratings.

Generating reports and forwarding the same to management.

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Rewards and recognition/event management:

Taking feedback of presentation on weekly basis and calculating presentation marks.

Taking care of and coordinating reward function.

Coordinating events, coordinating CSR activities.

Exit:

Handling exit formalities

MIS:

Maintaining MIS reports.

Admin related:

Look after sitting arrangements.

Introduced biometrics and generated employee codes.

Coordinated with vendors for swipe cards.

II) Heritage Health Pvt. Ltd., Mumbai(September 2006 to October 2010)

Third Party Administrator (TPA) for insurance companies like United India Insurance Co. Ltd,

National Insurance Co. Ltd., New India Assurance Co. Ltd., Star Health Pvt. Ltd., Bajaj Allianz Ins.

Co. Ltd.

Claim processor

Responsibilities: Claim processing:-

Scrutinizing and finalizing overseas mediclaim.

Corresponding with insured i.e. issuing deficiency, approval or denial letters.

Coordinating between departments of the company including processing department, billing

department & call center.

Coordinating with counter parts ‘Coris’ based in Miami and Paris.

Coordinating between insured and the insurance company.

Handling customer’s queries/complaints.

Maintaining records of the cases and preparing MIS.

Responsibilities:HR Cell member:-

Handling recreational activities in the organization.

Organizing Annual days and other events.

Coordinating training & induction process.

Involved in coordination of recruitment process.

Identify, facilitate and implement process improvement ideas.

Training and mentoring existing team members.

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Deepa KeshavRasputra

Organizing reward functions.

Birthday celebrations.

III) HSBC,Fort Branch, Mumbai(FEB 2006 to May 2006 ) – contract job of 3 months

Customer Service Executive

Roles &Responsibilities:

Internet banking facilitator- Issuing PINS and Passwords to the customers and registering them

for Internet Banking.

Guiding, helping, and encouraging customers to use Internet Banking.

Attending customer’s general queries and handling their complaints.

Ensuring proper functioning of all ATM machines, printers, photocopying machines, phone

banking phones, computers used for internet banking etc.

Releasing the account packets.

Trainingthe new customer service executives.

Worked with following companies as vacation job:

AIRTEL: Telemarketing Executive

VIJAY SALES: Customer Service Executive

GLOBALDIRECT: Sales Executive

ACADEMIC QUALIFICATION & CERTIFICATION

Post MBA Programme : Advanced Human Capital Management &Organizational Development– 2013

- distinction

Diploma : Diploma in Labour Law (D.L.L Hons.) – Bharatratna Dr.

BabasahebAmbedkar Institute of Management and Legal Research – first

class

Post Graduation : MBA – Human Resource Management - Welingkar Institute of Management

– 2011- first class

Graduation : Business Management Studies (B.M.S.) - 2005 – K. G Mittal College -

Second class

HSC : R. D. National college - Commerce - 2002 - first class

SSC : 2000 - Pune board - Second class (part of schooling done from Nigeria)

Computer knowledge : Diploma in Office Automation. (Word, Excel, PowerPoint), Outlook Express,

Microsoft Outlook, Typing Speed 36 w.p.m.

EXTRA CURRICULAR ACTIVITIES

Sports : Table Tennis, Football.

Martial Arts : Taekwondo – Black belt

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Other : Member of CSR committee, done Disaster Management Course, participated

in inter-school, inter-college,dance, art &craft, face painting,mehendi

competitions.

OTHER INFORMATION

: 1stApril 1984

Date Of Birth

Nationality : Indian

Languages known : English, Hindi, Marathi, Gujarati, Sindhi and French.

Hobbies : Music, Dance, Drawing, Martial arts.

DeepaKeshavRasputra

Date :

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Deepa KeshavRasputra

Mobile no: 922******* Email id:ab2pf4@r.postjobfree.com

Address: 39, Parishram CHS, 4th Floor, Rajendra Nagar, Dattapada Road, Borivli (East),Mumbai – 400066.



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