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Customer Service Management

Location:
San Jose, CA
Posted:
March 24, 2016

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Resume:

LakshmiPriya Devarajan

act23f@r.postjobfree.com

408-***-****

Objective

“To work in a challenging environment that provides ample opportunities for professional and personal development and to contribute constructively to the organization; seeking a position to utilize my skill, ability in an industry that offers professional growth while being resourceful and innovative and flexible” .

PROFESSIONAL SUMMARY

Dynamic HR Manager driving high-impact initiatives, projects and operations to maximize success and attainment of business goals

Excellent communicator; adept at building strong relationships and credibility with business leaders to drive projects and change

Solutions-oriented, with the ability to analyze relevant data to recommend successful strategies and projects to meet business needs

Proficiencies include:

HR Strategy Development Program/Project Management Organizational Development & Effectiveness Recruitment/Hiring Employee Relations Change Management Performance Management Process Improvement

Leadership Coaching & Guidance Compensation & Benefits Regulatory Compliance

Contract Roles April 2015 – Present

HR Support Supervisor

Manage a Team of 12 HRA with day to day HR Assistance

Assisting Employees with LOA requests, filing Workers Comp

New Hire Orientation

Updating HCM with Employee records

Benefits Enrollment

Various Quarterly and Yearly Projects

Hedge Fund Group October 2014 – April 2015

HR Consultant

Supported Labs, Sales and Services, Operations, Global Supply Chain Services, Logistics, Marketing and Workday administration

Created succession plans, promotion pipelines, and identified development strategies for managers

Coached management teams on leadership development solutions

Led retention strategies for top talent

Implemented worldwide compensation job function reviews and job mapping for 1,500+ employees in Supply Chain, R&D, Legal and Business Development

Achieve manager/employee alignment with new organizational strategies by designing and facilitating 1 and 2 day off-site strategic planning events

Drove and adopted various programs

Led organization change strategy of US engineering sales consultants - led workforce plan incorporating talent review, headcount reductions, communication plan, retention plan, recruiting plan - resulted in 20% headcount reduction, replacement requisitions to increase skill level in on-site customer locations, and top talent retention

Project manager for labor strategy implementation of 300+ IT support h/c to new central U.S. location by implementing workforce plans, staffing reductions, and resolving disability escalations

Drove corrective action strategy for over 60+ employees with "improvement required" ratings under new performance review metrics (out of 500+ headcount) - resulted in 100% timely resolution with performance improvement and employee retention of 90%

Led Performance Management Training sessions

Supported Sr. VP's of Merger and Integration Office, Global Marketing and Brand, Strategy and Corporate Development.

Merger integration - worked with executive compensation, talent management, job architecture & mapping of executive and non-executive employees.

Initiated Leadership Development solutions incorporating 360 assessment feedback and executive coaching

Sr. Executive employee relations - investigation thru resolution

Developed and implemented search requirements for new key executives

Planned and co-led six (6) Sr. Executive integration employee round table events companywide to identify merger integration culture issues

Flextronics International May 2010 – August 2014

HR Shared Services Leader

Handling the HR Shared Service Centre in Chennai, with various HR process globally, supporting, US, Canada, Asia & Europe

Process included:

Staffing for US & Canada – Source candidates, send the profiles to HR Manager, complete the first level of telephonic interview and reach out to the requestor with feedback, schedule interviews, book hotel, travel; Prepare offer letters for shortlisted candidates, negotiate with candidates on compensation and benefits; Hire includes Grade 22 to 34

HR Support with Workday – Manage questions regarding Workday on the HR side, password rest, complete new hire in workday and manage various HR Tasks in the Workday system. Process Severance for U.S

Data File Management – Maintain records in the company share net, all the personal documents of Flextronics Employee globally in one system and shred the hard copy.

HRBP Support – Support US HRBP with various Strategic assignments, complete various audits for decision making.

Performance Appraisal - Performance Appraisal globally for all Flextronics Employees initiated at the same time in workday and close all the tasks on the given time, assist employees in completing performance appraisal in the system.

US Benefits - Deliver HR and PM expertise and direction to the HR Benefits team while advising senior leadership on plan design changes, new benefits projects and key decision points. Responsibilities include Benefits project prioritization based on financial analysis, management of Benefits and Communications Analysts, assignment of Retirement and H & W tasks, creation and management budgets and timelines, and delivery of on time Benefits projects.

*Implemented an award winning LOA Kaizen in 6 months with 4.20 M savings. Implemented Wellness Program, to concentrate on Healthy living, and motivated EE’s to complete their Biometric, by giving credit on their Medical benefits. Implemented various Healthy living programs for Employees all over U.S

*Ensured adherence to recent changes in Healthcare reform laws by developing Open Enrollment Administration project plans, process and communications documentation. Optimized HR staff knowledge through creation of process maps and related materials. In addition, created a reference guide for corporate HR managers and streamlined communications via the portal for employees. Also created a Micro site for EE’s to check the Benefit plans on internet.

*Presented and Implemented H & W plan designs, including changes in dental, vision and medical providers, that support talent acquisition and retention strategies.

*Accountable for 401k and Pension audits, Non-Discrimination testing, QPSA and QJSA notices, SPDs, SMMs, Proxy statements, Amendment preparation, earn code reviews, and pension/401k invoices.

*Negotiated Contracts and Service Level Agreements with vendors which resulted in a cost savings of $1.3 M for 2011. Transferring risk where possible to vendors in the SOW as a risk mitigation strategy.

*Managed Vendors by establishing strong working relationships and accountability with multiple partners, including UHC, CIGNA, Aetna, Kaiser, Delta, Towers Watson, Aon, Bridge Street, Standard, Fidelity, etc to ensure overall project portfolio satisfaction.

*Partnered with HR and Business Directors to maintain project release schedules and identify impacted parties to ensure appropriate approvals, change management and communications.

*Reduced Plan Valuation liabilities through initiation and project management of data 2 integrity projects in 2012.

*Responsible for Open Enrollment every year.

Familiar with HIPPA, ERISA, COBRA policy

Implemented Score Card and Metrics to track Operations Production.

Implemented Customer service satisfaction survey to rate the HRSS Operations Performance.

Initiated HR Transformation Globally and identified areas which can be moved to HRSS and areas which can be converted to Self-service.

Created process to administer Leave Of Absence

Created Leave of Absence Training documents for Employees, Managers and HR’s

Advice the management on any changes in LOA policy

Worked with advisors to identify vendors

Helped Flextronics to identify a vendor for Wellness

Workday Knowledge HCM

HRIS Support Globally for Workday

Successfully implemented Workday - Data Conversion for 24 countries – for 1,60,000 employees in 18 months

Was single point of contact for the Global HR for Data validation and provide solutions to the data issues

Responsible for the complete data validation process – Coordinate with the HR Ops for the data corrections and ensured that the given data files are validated and lined up for the Workday load

Trained the Global HR on the data validation rules for Data Conversion

Provide immediate solutions to the errors during the Workday Load process to the Data Load team and ensure that the data is loaded 100% defect free

Created various reports in Workday

Data testing – To test the loaded data in Workday after the load completion by the Data Load team and provide the feedback to the Management

Successfully completed Process migration (Workday Data Conversion) (Onshore – Milpitas, California, June 2011)

Responsible for “Mass Hire” data load process in Workday. Loaded 5000 employees in Workday independently through Mass Hire process

Responsible for Testing the HR functionalities during each Workday upgrade

HRIS for inward files and outbound files. Partner with associates and rectify any errors on the file

Create Adhoc reports to calculate Invoices and Head count reports

Initiate Open Enrollment every year in Workday, for EE’s to complete, create various testing before Open Enrollment with changes for the New Year

Master acquisition is loaded into Workday including the Benefits as agreed

Hire to Termination

Wipro BPO (Group of Wipro Ltd) Nov’ 08 – Apr’10

Sr. Process Officer (Client Sears Holdings Corporation, HR Operations)

Responsible for defining, developing, negotiating and implementing process solutions for new or existing work groups, services, and operational functions

Developed processes for assisting in the development of new and enhanced data and voice products, high level business requirements, timeline development, process design and documentation

Leaded interdepartmental teams to ensure comprehensive analysis and adherence to project timelines

Identified the method and process deficiencies that may inhibit effectiveness and made recommendations for process improvements

Subject Matter Expert for LOA.

Developed the proposed policies, procedures, systems, forms, and reports among all locations and departments

RR Donnelley Aug’ 07 - Nov’ 08

Senior Executive

National Customer Service Centre (B2B)

Placing orders for customers following their profile and requirements

Clearing online orders that are on hold

Handling phone and email queries

Providing support and training for the new batches

Team initiatives and sending reports on a daily basis

GLOBAL RCS Jan’ 07 – July ‘07

Team Lead

Client: Vonage (UK)

Source profiles from various job portals

Interview suitable candidates

Roll out Offer

Handle Payroll & bonus for Vonage process

Handle Leaves and Insurance

New hire orientation

Handled team of 25

Preparing MIS reports to the clients

Preparing target reports of the team for the client

KGISL May’05 - Dec’06

Team Lead

Client DISHNETWORK (US)

Worked as a HR representative

Sourcing & Interviews

Payroll Processing

Maintain team daily reports

Training new joiners with the process

Handled a team of 24

Preparing MIS for managers

Employment Recognition

First place for GLOBAL KAIZEN Project

Achieved Super Star Award – Individual Contributor

Best Employee of the Organization

EDUCATION

Bachelor of Commerce –- Madras University

MBA – HR & Finance

TECHNICAL QUALIFICATION

Languages: java,visual basics, C & C++

RDBMS: ORACLE8I

Student Life Success:

Represented The Justice Basheer Ahmed College for Women & University of Madras and won more than 100 awards & prizes between 2002 and 2005 in several Inter-collegiate, Inter-university, State & National Cultural, Literary & Leadership Training Programmes

Leading Orator, Event Organizer, Quizzer, Dancer

Lead, Co-ordinate and trained for various Socio – Economic projects for organizations like the National Service Scheme, Red Ribbon Club, Vivekananda Kendra, Rotaract Club & Youth Red Cross

Served the School Pupil Leader & College Class Representative



Contact this candidate