Customer Service Manager

OBJECTIVE

To be employed in a Managerial role in a leading organization to leverage

my strong Human Resource & Interpersonal Skills.

PROFILE

A global human resource strategist in diversified organizations &

industries with leadership skill in team management, performance

management, work effectiveness, training, customer service, "Six Sigma

Yellow Belt Certified"

. Manager, HR at Compensation and Data, Reporting & Technology Team,

MSSB, from January 2010 to present

. Strategic Workforce Solutions (SWS) HR at ETS, from May 2008 to

December 2008; March 2009 to October 2009

. Research Associate - Center for Human Resource Strategy, SMLR, Rutgers

from September 2007 to May 2008

. Interned at the HR department at Nokia with the Executive Compensation

& Global Equity Team from May 2007 to Aug 2007

. Team Leader - Operations: Accenture Insurance Services Pvt. Ltd,

Bangalore from Aug 2005 to June 2006

. Team Leader - Operations: WNSGS (NTrance), Pune from Nov 2004 to June

2005

. Team Executive - ICICI OneSource, Bangalore from Aug 2003 to Jun 2004

. Process Trainer - ICICI OneSource, Bangalore from Apr 2003 to Aug 2003

. Customer Service Associate - ICICI OneSource, Bangalore from Sep 2002

to Mar 2003

. Software Trainer - STG International, Mangalore from Jul 2001 to Aug

2002

EXPERIENCE

MORGAN STANLEY SMITH BARNEY(MSSB), PURCHASE, NY, USA

In a financial world that's being remade, Morgan Stanley's global wealth

management business and Smith Barney have joined forces to offer thinking

and resources to fit the present economy. Clients have entrusted us with

$1.3 trillion* of their hard-earned assets. The company's net revenue is

about 10.5 Billion USD 2007.

Manager, HR Compensation Data Reporting & Technology

Jan 2010 - Present

Compensation Data Reporting & Technology Team

. Strategically streamline the HR technology to cater to the needs of the

fast changing industry.

. Work experience in the following HRIS platforms: PeopleSoft, Business

Objects, MyTime, Integration Compensation Environment (ICE), People

Click and SharePoint.

. Work experience in other technologies: VBA, Microsoft office (MS

Access, Excel, Word, PowerPoint)

. Worked on the following projects:

o Severance Packages & Termination: With my in-depth knowledge on

the firm's severance policies and guidelines governing each

individual RIF (reduction in force), generated severance packages

for both project based and individual RIF.

o Compensation Plans: Research and analysis on the current MSSB

Compensation Plans in order to provide the foundation for

prioritizing the development areas in the plans with respect to

the monthly commit process and the year- end compensation process.

o Job Code Optimization and Creation: Analysis on existing job

codes, Liaison with business and HRIS team and ensure elimination

of redundant codes and creation of required new codes.

o Entitlements by PeopleSoft Job Codes: Ensure smooth transition for

the employees between the MSSB and Citi platforms (a post joint

venture impact).

o Talent Evaluation: Conceptualization, design and automation of

talent evaluation forms for various Branch Managers.

o Diversity Score Card: Creation of diversity score cards for

various complexes/departments. The final product was a part of the

Manager Quarterly Self Assessment.

o Performance Memos: Design and Automation of performance memos and

warning letters.

o Termination Letters: Automated the process of sending Termination

Letters to employees who have resigned as and when applicable

(Registered Financial Analysts).

o MyTime: Research and analysis on HR System MyTime and

recommendations/solutions to various development areas.

o Reporting: Generate weekly, monthly, quarterly and yearly

headcount and sales reports that serve as one of the main

placeholders for maintaining top market standing of the

organization in the financial world. Generate various data

specific reports for HR generalists as and when required. Creating

Adhoc HR and Compensation Reports. Automation of frequently

requested reports.

o Miscellaneous: Ensure that each complex/department had an approver

and a back up approver in PeopleSoft. Onboarding Surveys,

SharePoint Training, Business Objects Training.

EDUCATIONAL TESTING SERVICE (ETS), PRINCETON, NJ, USA

ETS is a nonprofit institution advancing quality education with valid

educational testing, curriculum development assets & test prep products. It

is the world's largest private educational testing & measurement

organization, operating on an annual budget of approximately 1.1 billion

USD in 2007.

Strategic Workforce Solutions (SWS) HR Processes

May 2008 - Dec 2008; Mar 2009 - Oct 2009

Strategy and Execution Team

. Analyzing the HR processes in ETS, in order to strategically streamline

the existing HR processes within the organization

. Worked on the following projects:

o Predictive Headcount Report: Responsible for studying the

headcount data, the predicted headcount data and termination data

and providing an analysis on the Predicted Head Count for the VP

to be presented to the Executive Group.

o I9 Process Evaluation: Analyzing the ETS I9 process and providing

a consultative summary and suggestions to enhance the process and

steps to curtail costs involved.

o Migration from SharePoint 2003 to MOSS 2007: Lead the team through

the UAT (User Acceptance Testing) & PPV (Post Production

Verification) process for the organization wide MOSS migration.

Involved in providing 24/7 support to site owners & testing each

site for successful migration. Delivered quality testing support

well on target. Responsibilities included scheduling the 24/7

shifts for the team members, work allocation & distribution,

liaising with the migration team on status & providing status

reports to the Project Manager & Executive Director. Received both

verbal & monetary rewards for the ability to go the extra mile &

for exhibiting excellent Leadership & Team & Project Management

capabilities.

o MOSS 2007 Administration/Consulting Team: Selected to be a part of

the three member MOSS 2007 Administration team for ETS. Involved

in resolving various queries on MOSS 2007 & over all

administration of MOSS 2007. Responsible for top site level

consultations and external SharePoint site consultations.

o ETS HRMS Requirement Analysis: Analyzing the ETS Human Resource

Management System requirement and coming up with a matrix to

provide the strategy and assist management decision on outsourcing

of HRIS.

o PeopleSoft (PS) Query Process: Liaise with PS Processing team &

evolve an improvised method of raising a PS query, using MOSS

2007. The goal was to create a system easy for first time users to

understand. Present the new process to the users & ensure that the

Knowledge Transfer is complete with a Question & Answer session.

o Integrating People Information Reports: Ensure consistency of data

flow from the SWS (HR) department, by integrating all reports &

validating their data source. Promote automation of reports that

are frequently generated.

o Exit Interview Analysis: Analyze the exit interview data for every

quarter since 3Q07; Provide developmental & improvement ideas for

the existing exit process. Suggest improved process via Exit

Surveys to capture relevant data. Create the survey based on the

data acquired in previous exit interviews.

o Competitive Analysis: Analyze ETS position w.r.t. its competitors;

Research on HR practices of ETS & its Competitors & suggest ideas

to enhance competitive advantage for ETS

o SWS Initiatives: The project involved streamlining the goals &

defining the goal-based roles & responsibilities of Managers;

collated the data involved in defining goals/objectives & the

measures for the objectives for each manager.

o Corporate People Processes Audit International HR Conference:

Attended the conference & gained valuable insights in the best

practices adopted by ETS, Prometric & Global BV. Worked on the

project for making this an active & live document in the company's

intranet.

CENTER FOR HUMAN RESOURCE STRATEGY (CHRS), SCHOOL OF MANAGEMENT & LABOR

RELATIONS, RUTGERS

The Center for Human Resource Strategy (CHRS) was created to advance &

shape the field of Human Resource Management by forging partnerships

between leading HR faculty researchers & strategy-minded, senior HR

executives from elite multinational corporations.

Research Associate, CHRS

Sep 2007 - May 2008

. Working with the Director of CHRS, on research projects, drafting

proposals for grants, researching on grants & working on current HR

Case Studies

. Worked on a technical paper that studies the Cross National Differences

in response usage of Likert Scales

NOKIA INC., CORPORATE OFFICE, NEW YORK, USA

Nokia is the world leader in mobility, driving the transformation & growth

of the converging internet & communications industries. The company's net

sales was 41.1 billion euros in 2006.

Global HR Intern - Rewards & Benefits, Executive Compensation & Global

Equity May 2007 - Aug 2007

. Global Equity: Worked on interesting cutting edge projects like,

Internal Communication Enhancement, Equity Tracker Vendor Management &

Vendor Evaluation, Presentations for the Group Executive Board on R&B,

Equity & Compensation, Pay ratio analysis

. Executive Compensation: Facilitated many executive surveys like

McKinsey Survey, HRBS Survey, European Executive Survey; Executive

Contract & Assignment Tracker, Pay Ratio Analysis, Organization pay

leveling, Designing Process flow for Executive hire, relocation,

promotion etc.

. Talent Management : Assisted the recruitment team in sourcing,

screening & reviewing candidates fro best fit in the organization;

Coordinated with external vendors for candidate sourcing

ACCENTURE INSURANCE SERVICES PVT. LTD., BANGALORE, INDIA

Accenture Insurance Services Pvt. Ltd. is a part of Accenture's Outsourcing

Services including Business Process Outsourcing. Accenture is a global

management consulting, technology services & outsourcing company, committed

to delivering innovation. The company's net revenue is about 24.5 Billion

USD 2009.

Team Leader - Insurance Vertical (Motor & Home) Voice Process

Aug 2005 - Jun 2006

. Team Management: Led a 15-person team. Various accomplishments include

motivating the team, promoting team spirit, establishing strong team

bonding, targets & performance of the team, appraisals of team members

& career counseling for team members. Achieved a very low attrition

rate of 3.4%. Exceeded expectations consistently since January, 2006.

Domain expert in voice & non-voice processes for motor & home

insurance. Effective player with other teams & departments in the

company.

. Productivity Targets: Responsible for completion of work within

expected turn around time. Brought about process improvements which

helped the teams to achieve over 200% of the target set for

Productivity with more than % quality scores against the target of

95%.

WNSGS, NTRANCE CUSTOMER SERVICE PVT. LTD., PUNE, INDIA

WNS Global Services is among the top BPO's in India with an annual turnover

of about 352.3 Million USD in 2006-2007.

. Team Leader -Insurance Vertical (Life) Non-voice process

Nov 2004 - Jun 2005

. Team Management: Led & trained a 20-person team. Responsible for their

growth & targets. Three of my team members were awarded in quality &

other Key Performance Indicators for their consistency as top

performers during a period of 6 months. Mentored select team members to

take up higher responsibilities & assisted in their smooth transition

to SMEs. Introduced Fun-Bay, fun in work environment which helped in

creating a better work atmosphere & motivated the team.

. Knowledge Transfer & Training: Selected as a part of the 5-member

transition team & was sent to Glasgow, UK. Responsibilities included on-

job knowledge transition, process transition, & formulation of process

planning, process mapping & transition planning. Created & implemented

training modules, training schedule & training delivery. Collaborated

with the managers to come up with KPIs. Executed successful delivery of

process training & systems trainings for the pilot batch of 25 people.

The pilot team went on BAU mode in an astonishing 6 weeks duration &

all targets were met above expectation

ICICI ONE SOURCE, BANGALORE, INDIA

ICICI OneSource is backed by the ICICI Group, India's premier financial

services group, with a proven record of creating market leaders. ICICI

OneSource (First Source) is uniquely positioned to offer BPO services out

of India & is capitalized for US $50 Million.

Team Executive (Voice Process, Retail)

Aug 2003 - Jun 2004

. Team Management & Communication Management: Trained & managed 15

Customer Service Associates on process & operational areas. Responsible

for team development & mentored transition of select CSAs into Process

Trainers. Liaison with other Team Leaders, Managers & cross-functional

departments & ensured healthy work environment. Responsible for

monitoring technical /operational issues in terms of infrastructure &

communication network, maintenance of agreed SLOs & timely closure of

issues, escalations & queries. Domain expert in voice based customer

service process & catalogue shopping

. Quality Process & Performance Management: Successfully trained & lead

the team into achieving 'SIX SIGMA PROJECT for AHT' for an inbound

catalogue shopping process. Consistent zero complaints achieved in the

months of November, December, January & February. Responsible for

performance reviews of CSAs & for providing real-time feedback on

performance improvement & consequent training plans.

Process Trainer Apr

2003 - Aug 2003

. Responsible for transformation of the novice trainees into thorough

professional CSAs. Achieved consistent 100% conversion of trainees into

CSA's for Operations. Compiled 'Assessment Development Centre' question

papers for internal promotions.

. Responsible for process training including Customer Support / Service &

Key Performance Indicators. Mastered the art of 'Facilitative Training'

(Business Processes & Multiple Software Platforms). Responsible for

imparting training on GISC (General Insurance St&ards Council)

Compliance for selling product insurance

Customer Service Associate

Sep 2002 - Mar 2003

. Responsibilities included customer support & sharing of best practices.

Was promoted to the position of Process Trainer, just after a six month

tenure as CSA.

SOFTWARE TECHNOLOGY GROUPS LTD., MANGALORE, INDIA

Trainer

Jul 2001 - Aug 2002

. Trained various batches on C, C++, VB-6.0, SQL-7.0, MS-Office, RDBMS

Concepts, etc. Trained Corporate offices & education institutes on MS

Office.

EDUCATION

RUTGERS, THE STATE UNIVERSITY OF NEW JERSEY, NEW BRUNSWICK

Masters in Human Resource Management (MHRM)

Sep 2006 - Jan 2009

. Chelius International Internship, Rutgers: Selected as a Chelius

International internship participant by MHRM Department & interned at

Nokia Inc., NY and Educational Testing Service, Princeton

. SHRM Garden State Conference volunteer from Rutgers (2007)

N.M.A.M.I.T, NITTE, MANGALORE UNIVERSITY, KARNATAKA, INDIA

Bachelor of Engineering, Industrial & Production

1997 - 2001

. Research Work: Effectiveness of Japanese Management Techniques & a

comparative study between Japanese Management Systems & Western

Corporate Management Systems. The research was modeled on Toyota Corp.

. Project Work: Developed a Customized Student & Staff Information

Package, using Visual Basics 6.0 as front-end & Oracle SQL Server as

the back-end for data storage. The software was tested & was found to

be efficient, flexible & user-friendly. It is now successfully

installed in two of Nitte group of institutes.

. Trained on production & shop floor operations of Cochin Shipyard Ltd.,

Kochi & Kudremukh Iron Ore Company Ltd., Mangalore

ADDITIONAL INFORMATION

. Certified Yellow Belt in Six Sigma Process (Certified by ICICI

OneSource)

. Proficient in 'C' Language, C++, SQL SERVER 7.0, Visual Basic 6,

AutoCAD R14, SharePoint, MS Word, MS Excel & MS PowerPoint

. Underwent Tufte Training Program

. Club Service Director of a voluntary organization, The ROTARACT CLUB -

MANGALORE CENTRAL, 1998 - 2001

. President, RU SHRM, Student Chapter Rutgers University, 2007- 2008

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