Smitha S. Nair

Phone: +91-965*******

Email: acvlfv@r.postjobfree.com

OBJECTIVE:

My Immediate career goal is to work with reputable organization having congenial working environment and where challenging opportunities are available to contribute towards the development of organization. Also I strive to ensure that a high degree of relationship is maintained between staff and colleagues.

Academic Record:

B.SC in Computer Science (2006-2009) from Hindu Degree College, Hyderabad affiliated to Osmania University.

Intermediate (2004-2006) from N.S.K.K Junior College, Hyderabad.

S.S.LC from Board of Secondary Education (2004) St. Theresa’s Girls High School, Hyderabad.

PROFESSIONAL EXPERIENCE:

Worked as a Senior Customer service representative with ESMSYS Pvt. Ltd, Hyderabad from August 2014 to April 2016.

[Esmsys (Enterprise Service Management System) offers a wide range of consulting services to individuals and business owners in the area of Information Technology Service Management, Financial Management (Personal and Business) and Brand Management.]

Areas of Expertise

Effectively lead with one of the product of esmsys like easyIME.com, a web portal which helps the US Green Card applicants to find a civil surgeon for their Immigration Medical Exam Appointment.

Responsible for managing a team of five supporting in all types of client communications required.

Provided daily support, professional development and direction to team members.

Acted as project manager for all ongoing daily deliverables including: work allocation of the team members based on their skill set, reporting about the day to end deliverables to the manager.

Managed, streamlined and implemented processing efficiencies.

Got trainings for new developed easyIME.com from the PHP developers and trained the team members.

Responsible for client team resource planning and staffing all shift adequately

Attend both client and internal meetings and interact with client through email and/or phone.

Giving trainings for the new joinee about the process and motivate them.

Got promotion as a HR in September 2015, and was responsible in Identifying hiring need, develops the position description, Recruitment Plan, organizational chart and other recruitment related documents.

Involved in team building activities, Employee survey and Implementation of Actions to improve employee satisfaction and motivation

Handled the HR activities as well as the CSR team smoothly and also do the daily analysis of the team and also individually.

PREVIOUS EXPERIENCE:

Worked with ACS (A Xerox company), Kerala a Fortune 500 Multi National company as Senior Associate in 401 k retirement benefit US payroll process for the period of June 2011 to April 2014.

Areas of Expertise

[ACS, A Xerox Company is a global leader in Business Process Services and IT Outsourcing (ITES) across commercial and Govt. clients worldwide. Thousands of companies rely on them to help improve their processes, manage client operations, and focus on their core business.]

Result oriented, detailed professional with comprehensive International finance services.

Detailed, Result oriented, problem solving, analytical and ability to make balanced independent decisions.

Resourceful in increasing team efficiency through innovative ways to reduce process time and increase efficiency

Responsible for the 401K Payroll and financial administration for major clients where duties included but were not limited to: Fund management, Payroll, reconciliation, File testing, and training staff in new or updated Procedures.

Maintain and update production calendar to ensure all ongoing deliverables are met and executed within agreed upon Service Level Agreements.

Develop and maintain documentation of process flows, administrative summaries, and standard operating procedures.

Responsible for process transition and stabilization.

Identify Client /Vendor requirements and Create/Update Business requirement documents.

Identify and assist in the execution of process improvements.

Responsible for Case management of participant escalations from the Contact Center to ensure timely closure.

Monitor/manage client and internal escalations.

Develop working relationships with the client, third party vendors and/or ancillary service providers and other internal parties to ensure seamless delivery on specific tasks, special projects and/or participant issues.

Attend both client and internal meetings and interact with client through email and/or phone.

Risk Analysis.

Implement/ review project plans and provide timely business transition update to higher Management/Onshore.

Management Reporting (Daily, weekly and Monthly Reports on process/miscellaneous etc.)

Monitoring the performance of team members to ensure efficiency in operations and for team targets and SLA’s.

Coordinating team meetings for enhancement and streamlining processes to ensure smooth functioning of departmental operations.

Achievements:

Joined ACS, A Xerox Company as an Associate and was promoted to Senior Associate.

Awarded ‘Feather in the Cap’ for the team handling and process management in 2012, ACS, A Xerox Company.

Appreciated for successful Process Migration of US process to India.

Suggested process improvements which brought down lead times.

Nominated for best employee of the month for three times.

Promoted as an HR in September 2015 at Esmsys Pvt Ltd.

Technical Qualifications:

Microsoft Office

Basic SQL

Basic Mainframe

Internet applications

STRENGTHS:

Confident, Determined, Honest, Ability to work under pressure, Good Team Player.

HOBBIES:

Listening to Music, Reading, Writing, Interacting with people.

PERSONAL DETAILS:

Date of Birth : 13-04-1989

Sex : Female

Marital Status : Married

Husband’s Name : Ratheesh Vasudevan

Nationality : Indian

Language Known : English, Hindi, Telugu, Tamil and Malayalam

DECLARATION:

I do hereby declare that the above furnished information by me is true & correct to the best of my knowledge and belief.

Date:

Place: Hyderabad Signature

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