Human Resources Customer Service

SHEELU TOMAR

Mullica Hill, New Jersey *****

Phone: 973-***-**** E-mail: **********@*****.***

HR PROFESSIONAL

Seeking assignments as an HR Professional (Talent Acquisition)

OBJECTIVE

Seek to adopt challenges at a workplace where I could visualize myself operating as HR personnel while utilizing my core competencies maximally & to synergize these with the objectives of the organization to strike a perfect balance between employer’s expectations & personal job satisfaction through performance-based-growth.

PROFILE

Seasoned, dynamic and distinguished professional, with more than 8 years of experience, combining creative talent with high caliber in Human Resources with hands on exposure in Recruitments.

Experience in coordinating Trainings - Globally.

Excellent communication and interpersonal skills, which help in dealing with various agencies both internal and external to the organization.

High level of flexibility and adaptability, with a flair for getting through to people and managing them ably.

Proficiency in recruitment, coordination, general administration, counseling, motivation and interacting with people, team building, event management and presentations.

Strong leadership traits with the ability to bring out the best in others while creating a healthy and friendly work environment. Active participant in various extra curricular events during academic years.

Exhibit an honest work ethic with the ability to excel in fast-paced, time-sensitive environment with core competencies in:

Recruitment & Selection for entry level and middle management positions

Sourcing for entry level and middle management positions

Post Recruitment Formalities

Managing Corporate Events

Referral Programs

Vendor Management

Branding & Communication

Conducting Induction

Relieving / Exit Formalities

Handling Employee Engagement Activities

Employee Counseling & Grievance Handling

MIS

Job Fairs

PROFESSIONAL EXPERIENCE

Conduent (Former ACS-Xerox Company)

Client Specific Trainer and Sr. Customer Care Specialist January 2016-Till Date

Deliver core & client specific training for Xerox

Deliver Core, Instructor-led client specific, tools training, De-escalation training as well as customer service training.

Conduct status meetings with the Manager to assure that expectations are communicated and met.

Making the status reports for the management and the L&D Team.

Monitor and stay current with system changes to ensure accuracy of training.

ACS A Xerox Company

Global Learning Coordinator August 2015-January 2016

Organize trainings across the globe for one of the Xerox’s client. Provide administrative support to the learning and development function.

Work with vendors and other third party sources to coordinate technical or professional training offerings

Creating Subjects, Offerings and Programs on Learning Administration System (LAS) & Learning Management System (LMS)

Organization of logistic requirements prior to all training sessions ( including: Booking Rooms and AV equipment, Ordering Catering, Ordering printing and materials, Sending invites, reminders and pre-work via various systems (LAS, LMS, Outlook, etc.), Arranging building access, Wi-Fi and network access)

Organization of logistic requirements on the day of training sessions ( including: Changing the classroom setup, moving tables and chairs and other types of logistics (if required), Delivering rosters, printing and materials to the room, Ensuring all AV equipment has been supplied, and any presentations are ready, Ensuring all catering has been delivered)

Liaising with internal and external vendors, program managers and participants located globally via email, internal instant messaging and phone.

Handling enquiries and requests from vendors, program managers and participants in relation to cancellations, registrations, and updates.

Updating information in LAS, LMS and Excel spread-sheets.

Responsible for supporting learning courses as requested by customers within agreed SLA

Ability to coordinate issues proactively, accurately assess and answer general learner and program manager queries

Manage learning and development tools, feeds and updates relevant data in the systems, maintain databases and records

Compiles data for analysis and reporting and may perform routine analyses

Provide back-up as needed for all other team members as assigned

Update processes/ work instruction/ job aids as required

ACS A Xerox Company

Customer Care Specialist

Define Benefits / Defined Contributions August 2012-August 2015

Using a computerized system, responds to customer inquiries in a call center environment.

Answer and respond to incoming calls from employees and former employees with questions about their benefits, including pension eligibility and payments as well as 401k savings plan

Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner

Perform, track and log all transactions performed related to Human Resources and/or Benefits processes.

Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.

Notify Technical Analyst and Team Manager of potential or recurring problems regarding issues and provide mitigation suggestions.

Understand, apply and communicate conceptual elements of Benefits and/or Human Resources rules, regulations and help other team members as requested.

Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements.

Adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility to support peak volume events throughout the year.

Respond to customer inquiries via email from the “Contact Us” feature

Attend all departmental meetings and training classes

BA Continuum India Pvt. Ltd. (BACI) and BA Continuum Private Limited (BACPL) are non-banking subsidiaries of Bank of America which provides Business Processing Solutions, Knowledge Services and Information Technology Solutions exclusively for the Consumer and Small Business Banking, Global Card Services, Bank of America Home Loans, Global Banking and Wealth Management and Global Markets Lines of Businesses.

July 2008 - March 2011

Team Leader – Staffing (Talent Acquisition-Human Resources)

Role & Responsibilities

Primarily involved in all the hiring and other HR aspects of the organization with effective time-management and implementation of various new initiatives on a regular basis.

RECRUITMENT

Managing and handling the entire recruitment gamut for Operations and support functions like Finance, HR and Administration.

Involved completely and independently in the process of identifying the candidate, conducting HR Interviews, salary Discussions, deciding the offer to be made, making the offer, bringing the candidate on board and inducting the new entrant.

Leading Overall Recruitment process including various sources like campuses, agencies, newspaper advertisements, networking, head hunting, employee referrals and walk-ins.

Selection procedure management: - Conducting Walk-in Interviews & conducting telephonic-interviews. Coordinating Technical / Operational interview rounds with the panel members.

Identifying process improvements.

Sourcing candidates from job portals, consultants and referral drives as per the requirement.

Reconciliation and maintenance of the central database.

MIS - Compile and update reports for job openings, hires and post-hire summaries.

Leading efforts to improve hiring numbers while maintaining quality of employees.

Preparing job specification and job descriptions to be communicated to the internal and external sources.

Designed an Interview Assessment Format for streamlining the selection process. Designed the check list for Recruitment.

Handling Job Fair.

SOURCING

Sourcing resumes from job portals and database for entry level as well as for the middle management.

VENDOR MANAGEMENT

Liaison with Placement Consultants and was responsible for Vendor Management.

Partnered with external agencies to match qualified candidates and opportunities. Managed agency relationships to achieve mutual benefits, regular coordination with the consultants for the betterment of quality and numbers required.

Validating the pay orders (invoices) received from the vendors and coordinating with the finance department for their payouts.

Performance – was responsible and accountable for targets assigned to each vendor. Helped the vendor in tracking the progress on a weekly basis and provided guidance to achieve targets.

Resource planning and implementation – coaching tele callers, feedback, etc.

Calibration and regular updates as per changes in process requirements.

ORGANIZING EVENTS

Responsible for coordinating end-to-end delivery support for multiple events (Job Fairs, Vendor Location and office).

Coordinating feedback process from the operations team to the candidates on timely manner.

Effective communications via e-mail & face –to –face with Internal & External Agencies & the candidates.

Coordinates registration and enrollment process for conducting interviews.

EMPLOYEE REFERRAL PROGRAM

Encouraging the internal reference policies and thus reducing the hiring cost for the organization.

Responsible for conducting floor walk-ins to generate the referrals from the operation’s floor.

JOB PORTALS

Mass mailing from different job portals and cold calling from job portals.

ROSTER MANAGEMENT

Track the number of walk-ins as per the hiring targets.

Fixing vendor walk-ins on a monthly basis.

Communicating the roster to the team.

PROCESS IMPROVEMENT AND ADHERENCE

Track quality of hires.

Create a communication channel with new hires, played an active role in maintaining communication with the hires and take feedback.

Maintained a list of open offers, hold cases, and followed up as and when required

INTERNAL JOB POSTINGS (IJP)

Responsible for roll-out of the IJPs for various levels, starting from preparing the questionnaire and coordinating the interviews of the employees.

Maintain the database for the same

GRIEVANCE HANDLING

Handling employee queries and grievances hence building rapport with the employees.

MANAGING EVENTS

Helped organizing employee engagement activities and events for motivation and performance enhancement purposes.

INDUCTION

Managing Induction Program for New Recruits.

MISCELLANEOUS

Maintaining employee’s Personal Files.

Conducting separation formalities.

Maintaining employee records.

Maintaining database oh hiring.

Maintain the exit files

Hero ITES

September 2006 till July 2008 as an Senior HR Executive - Recruitments where I was Leading a team of 2-11 (variable) people including Associates and Sr. Associates.

Global Vantedge (Now AEGIS BPO)

December 2005 till September 2006 as a Senior HR Executive -Recruitments.

GE Capital International Services (Now GENPACT)

March 2005 till December 2005 as a HR Consultant - Recruitments.

Keane Worldzen

January 2004 till January 2005 as a HR Executive – Recruitment and Employee Relations

EDUCATIONAL & PROFESSIONAL DEVELOPMENT

POST GRADUATION IN PUBLIC RELATIONS 2001 (New Delhi, India)

BACHELOR OF ARTS 1999 (New Delhi, India)

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