ROSELIN RACHEL VARGHESE, MBA

Phone: 054*******

Email: adc5q2@r.postjobfree.com

Passport: M1569547 (01/09/2014 - 31/08/2024)

Visa Status: On Visit visa (3 months) and expires on 23rd April 2020

LinkedIn profile: https://www.linkedin.com/in/roselin-varghese-04091990

Senior Associate – Client Servicing. Coordination. Management

PROFESSIONAL SUMMARY

MBA professional with 3.9 years of experience with demonstrated leadership and project management skills. Excel at providing quality client service in a high-pressured environment. Facilitate effective coordination and communication with different groups and management. Strong skills in handling clients or customer query helped to successfully set up a new process for one of the largest clients. Proven ability in grasping complex process changes quickly and accurately which resulted in successfully managing the Global Coordination and was directly reporting to the Senior Manager in Australia.

CORE COMPETENCIES

Software skills: Strong knowledge in MS Office Suite (Word, Excel, and PowerPoint) along with MS Visio and Outlook.

Result Oriented: Successfully performed all assigned tasks and responsibilities on time.

Multitasker: Proven ability in completing multiple tasks with quality.

Adaptable: Eager and possess an exceptional ability to learn quickly. Flexible in adapting new process changes and deliver efficient work on time.

Team Player & Leadership: Enthusiastically enjoy working in a team of diverse people as well as independently, ensuring the tasks are performed effectively. Took the ownership of the tasks and manage the team to perform it efficiently.

Attention to detail: Constantly perform with keen attention to detail. Initiative and completes tasks within schedules. I can handle any ongoing challenges.

Problem-solving and Decision-Making skills: I am capable to identify the problems, able to make the right decisions after analysing the situations and take necessary steps as required.

Transition & Project Management: Showed great quality in the transition of work from previous service providers and handles multiple projects efficiently at a time.

Dynamic Communicator: Patient, determined and exceptional ability in building relationships. Confident, clear and relevant in verbal and written communications across internal and external clients to maximize performance and results.

ACHIEVEMENTS

Received an opportunity to manage one of the biggest and delicate clients and set up a brand-new process model in the organization.

Handled a complex project received at the time of transition of one of the biggest clients. Strong training skills resulted in conducting training for managers and Team Leads on the project.

Received appreciation from Senior Managers from different country teams on the exceptional service provided in Australian immigration services as a drafter and leadership skills shown in successfully establishing the new process.

Became the SPOC of the critical phase in the process considering the knowledge gained in a short span of time.

Became Turbo leader for successfully submitting 3 ideas related to the process and which saved an ample amount of time and human efforts.

Won monthly exceptional client service awards (multiple times) for the performance in EY.

EXPERIENCE

Ernst & Young Jan 2019 - Jan 2020

Senior Associate (Advanced Analyst-Level 3), Global Coordinating Office

Successfully managed Global Coordination teams for 2 large clients from the immigration front and represented as the main point of contact from the EY Global Delivery Services Global Immigration team.

Effectively coordinated with more than 40 country teams (internal clients) on their queries related to the EY Immigration process and helped in delivering the service to clients on time.

Took the ownership of the account in the absence of Senior Manager in Australia and received appreciation for the quality service provided.

Head the transition of the work from previous service provider to EY and handled multiple projects by managing more than 10 members from different teams.

Effectively communicated and worked with the project team to successfully set up the entire process for the client as per the client’s requirements.

Identified the issues might be engaged in completing different tasks, find solutions and resolved the issues proactively.

Reviewed and approved monthly bills prepared by country offices and did regular follow-ups with the teams which helped in billing the services within 3 months of completion.

Provided high quality works and resulted in getting the responsibility to review and approve (on behalf of Senior Manager) any additional service requests raised by the country teams.

Completion of weekly/monthly reports or any ad-hoc projects which helped to maintain the information accurate in the system, all teams to work together and provide the quality work to the Client.

Evaluated the current processes, developed improvement plans and successfully implemented which resulted in meeting Key Performance Indicators (KPI).

Complete knowledge gained in the entire process within a short span given the responsibility to mentor and guide internal & external groups about performing assigned duties.

Monitored service capabilities and collaborated cross-functionally to ensure needs were met and any issues were resolved which helped to run the service with zero escalations.

Ernst & Young June 2017 to December 2018

Advanced Associate (Advanced Analyst – Level 2), Australian Immigration

Engaged in the end to end actions of employees’ sponsorship and visa application process of their Australian immigration for more than 200 engagements.

Assessed and advised the documents received from the employees for Australian Immigration.

Responsible to draft or prepare and file complex cases such as 482, 400, 407, PR (186 & 187), business sponsorship and spouse visa (820), Form 1221 or any additional requests in the Australian Government site (DIBP) as appreciated for strong drafting skills.

Took the leadership to train and mentor new joiners on the complete Australian immigration process.

Effectively coordinated with more than 30 country team members on their queries related to the EY Immigration process and helped in delivering the service to clients on time.

Additional responsibility received on the performance to prepare billing templates for different engagements.

Prepared process documents for each application type as an additional task considering the knowledge in different visa applications.

Effectively coordinated with external teams for urgent requests and appreciated by different managers for prompt actions.

Monthly reconciled the usage of credit cards of EY Australia for government fees or other client expenses as an additional responsibility.

Completion of weekly or monthly projects based on client's requirements on their immigration process which helped to meet the client's expectations.

As an additional responsibility, I got the opportunity to set up and work on New Zealand and Malaysian immigration process and successfully managed to get phase 2 work from country teams.

Ernst & Young March 2015 to May 2016

Associate (Analyst), Global Account Coordinating (Belgium)

Engaged in the end to end actions of clients on their assignment.

Responsible for active management of the client issues (via email) communicated in a professional and service-minded manner ensuring that resolution is provided.

Managed client’s information in company portals and produced regular reports on operations for every level of management of the client’s assignment.

Completion of daily projects and immediate assignments based on external and internal client’s requirements on tax filing and their assignment.

Interacted with various dependency teams to have the task completed within the defined time and to ensure that client satisfaction is maintained at the highest possible level.

Worked as a team to ensure that internal and external clients’ requirements are met.

EDUCATION

Lovely Professional University August 2012 – May 2014

Master of Business Administration in Marketing & Finance

Assumption College June 2009 – April 2012

Bachelor of Science in Mathematics

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