Customer Service Management
Resume:
LakshmiPriya Devarajan
**.*****.*@*****.***
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
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