JATIN ARORA

B-***,

Jhilmil Colony, Vivek Vihar,

DELHI-110095

987*******

: acoqx1@r.postjobfree.com

Career Vision

To work in a boundaryless & competitive work environment where I can

capitalize on my industry experience & deliver the best of my potential.

Key Skills

People Management, Client Management, Transition, Project Management, MIS,

Reporting, Data Analysis, Service Delivery, Designing KPIs/SLAs, IP Domain

Knowledge, Docketing, Data Verification, ISO 9001:2008 Internal Auditor,

Defined Benefit & Defined Contribution pension plans, Patent & Trademark

Renewals, MS Excel/Word/PowerPoint, RCA

Work Experience

Working with CPA Global as Assistant Manager in Client Service Centre

Process

(March 06 2007 - Till Date)

Company Profile: CPA Global has operations in the US, Europe and Asia

providing on-shore and off-shore outsourcing of intellectual property

services to many leading multinational and legal clients worldwide.

Job Profile

Operation Services - Client Service Centre

. Managing team of 14 people

. Overall knowledge of Patent & Trademark renewal management, Data

verification, Docketing, BTO process, Data maintenance, etc.

. People management, client management, work management, escalation

handling, one point of contact for regional teams

. Daily, weekly & Monthly reviews with Internal Clients (Regional Clients

i.e. US, AU, UK & DE)

. Responsible for end to end migration of new work to India CSC Team

. Responsible for reviewing SOP's, Process documents, Process Maps

. Developed automated Daily, Weekly, Monthly dashboards, Team MIS reports

and other tools required for reporting purposes

. RCA of any escalations from internal or external clients

. Taking team huddles, team meetings, monthly, Quarterly & Yearly

performance reviews

. Dealing with client visits

. Handling work allocation for the team. Assigning targets and taking care

of downtime, attendance record for the team.

. Deciding KPI's for every individual in the team

. Responsible for hiring new resources for CSC Support Team

. Goal setting for individuals in the team

. Preparing WBR, MBR and QBR's for management reviews

. Internal QMS Auditor (Based on ISO 9001:2008) certified by TQMI

. Taking care of ISO 9001:2008 documents and internal and external audits

. As a certified Internal Auditor conducted internal audits for other

processes

. Worked for Business Invoicing, E-billing, MIS Data Management, and

Reconciliation

. Providing end to end solution to E-billing clients (Submit Invoices on

clients billing platforms, Reconciliation of payment/invoices, monitored

and audit of accounts to ensure payments are up to date and production

monthly reports, resolving of invoice and payment discrepancies, etc.)

. Worked upon clients billing platforms i.e Serengeti, Bassware, and

Counsel Link etc

Achievements

. Visited Jesey, UK (Headquarter of CPA Global) for process transition

. Been selected in top 4 finalists globally for Leadership award category.

Visited Jersey, UK to attend the CPA Global Awards ceremony

. Made Dashboards and MIS for daily productivity and quality stats for my

team. Made Dashboard for daily and monthly reporting to the client

. Made Quality MIS for client team (Jersey, US, AU and DE) as well. Taking

care of daily updates on MIS. Also made MIS for IPTC team

. Made Automated Incentive calculator in excel which has been implemented

for all team in CPA to calculate the monthly and quarterly incentives

. Made Automated KPI calculator for Quarterly and Annual Appraisals in

excel which has been implemented for all team in CPA Core Processes to

give ratings on the basis of different KPI's (Quality, Productivity, TAT

and Behavior)

. Made spreadsheets with Graphical reporting by using (Graphs, Pivot Tables

etc.)

Prior Experience

Worked with Patni Computers Ltd. As a Sr. Executive in DB Process - Mercer-

HR Administration Process

(March 01st 2006 - March 06th 2007)

Company Profile: In India Patni Computers is engaged in the business of IT,

BPO and Call Center with operations at Noida and Pune.

Job Profile

Operation Services (DB Plans) - HR Benefits Administration

. Quality checks for DB Administration Part (Setting up of Payments, Direct

Deposit, Tax Changes, Actual Calculation, Estimates Calc, True up Calc,

Address Changes, Age 65 suspension of letters, Term Vested)

. Conducting Training for new associates

. Mentoring for DB Administration Team

. Managing Dashboards for reporting of daily and monthly productivity and

accuracy to the client team for DB Administration Team.

. Managing daily MIS for DB Administration Team.

. Updating SOP's and Training Documents.

Achievements

. Went for Transition of DB Administration Process to Mercer Boston (MA),

USA on the basis of the performance and knowledge level developed in

initial trainings

. Awarded with the Best Performer of the Month for making SOP's of DB

Administration (Deerfield).

. Awarded for making Automated Daily MIS spreadsheet for reporting of daily

and monthly productivity and accuracy to the client team. Also made

dashboards for the reporting purposes.

Worked with CSC India Pvt. Ltd as a Client Service Representative.

(Jan 20th 2005 - Oct 24th 2005)

Company profile: Computer Sciences Corporation (CSC) India Pvt. Ltd.

Fortune 200 company and world's third largest IT services company with 100%

subsidiary of Computer Sciences Corporation USA mainly involved in software

development, consulting, systems integration and solutions to insurance

companies in USA and also providing Back Office Operations services in

insurance. CSC has over 91,000 employees working in offices across 80

countries.

Job Profile

Customer Support Interface - Property and Causality - Insurance Department.

. Handling different types of Insurance Policies of the US Insurance

Companies. Our main job is to enter the New Business Entries and to

maintain the data record of the customer's insurance policies.

. Responsible for handling the Automobile Insurance and Hospitality

Policies Project policies of USA and Canadian customers.

Achievements

. Awarded for the first productive month for processing highest number of

units and for giving highest UPH in a day, which has never been achieved

by anyone in the team since this process has started in ARA queue. And

also got a special award for coming in top position in the first

productive month.

. Awarded for the month of March, May, June, August and September for

achieving highest points in the team and also made a presentation of the

process

Prior Experience

Worked with E-Funds International India Pvt. Ltd as Team Member

(Mar 2003 - Jan 2005)

Company profile: E-Funds is serving various US Banks and Financial

Institutions through services as e-commerce, risk management, payment

management & fund transfers, currently operates from Gurgaon, Mumbai &

Chennai with employee strength of more than 1000.

Job Profile

Customer Support Interface - Indexing - American Express

. Handling the Credit Card Transaction process of American Express. Our

main job is to set-up cases regarding the disputes between the

cardholders and the merchants of American express.

. Providing solutions for AMEX accounts and credit card operations.

Handling various types of customer as well as merchant queries,

responses and card activities.

Achievements

. Awarded for the SPOT AWARD for the month of April and August for

processing highest number of units and for giving highest UPH in a

day.

. In the month of August awarded with BRIGHT STAR AWARD for giving

consistent performance in last 6months

IT Industry Skill Set

Office Tools

MS-Office (Word, Excel, Access & PowerPoint), Flash, Photoshop etc.

Operating Systems

Windows NT Server & workstation, Windows 95 & 98 & 2000, DOS,

Assembling PC's, troubleshooting and Software installations etc.

Education Qualification

. Pursuing 'Post Graduate Diploma in Business Administration' (PGDBA) with

specialization in 'Human Resource', from Symbiosis Pune.

. B.A {P} from Satyawati College {DELHI UNIVERSITY)

SUB: Office Management and Secretarial Practice

Personal Detail

Father's Name : Sh. R.K.Arora

Date of Birth : 12th Apr. 1981

Marital Status : Single

Visa : Valid US Visa B1/B2

Language Known : English, Hindi, & Punjabi

Strength : Positive Attitude, Good

Communication Skill,

Flexibility, Ability to lead a team with

co-

ordination, Capable of doing work under

stress.

Date:

Place: (JATIN ARORA)

Contact this candidate