Rajita Nair

Cell#: 916-***-****

Email: adi5kl@r.postjobfree.com

Objective:

To secure a position with a well-established organization with a stable environment that will lead to a lasting relationship and growth.

Educational Qualifications (Academics):

First Class Post Graduate Diploma in Business Administration (PGDBA) from SYMBOSIS, PUNE with Specialization in Finance

Bachelor of Management Studies (BMS)- (Finance) from Mumbai University with First Class

Cleared the CS Executive Program (Company Secretary)

Professional Qualification:

Six Sigma Green Belt Certified

Work Experience:

I] IKEA India Pvt. Ltd (Oct’18 – till date)

People Planning Manager

Attendance Management & Timekeeping

Shift Planning & Scheduling

Task Analysis Implementation & Staff Optimisation

Was instrumental in finalising SLAs and SOPs for People Planning and implementation of People Planning practices and activities

Instrumental in the IKEA Navi Mumbai Store Opening

Provided training on Kronos and People Planning to Operations and new joiners in People Planning team

Member of Project Team from People & Culture for implementing Kronos Mobile app and Kronos Flash Free Version

Conducted organizational events and other social activities to celebrate important occasions

Participated in CSR activities

Assisted in HR Documentation, Assessment Centres and Recruitment procedures

II] Hexaware BPS (Jan’17 – Sept’18)

Deputy Manager

Capacity Planning, Forecasting & Scheduling Lead for all the process in the BPS group (Domestic/International/Overseas)

Analysis activities

RFPs & RFIs

Client coordination

Worked on analysing the different WFM tools

Successfully developed and trained WFM new joiners on Scheduling, Capacity Planning and RFPs

III] Wipro BPO Solutions (Mar’16 – Jan’17)

Deputy Manager

Scheduling

Invoicing & MIS

ID and Headcount Management

Client coordination

RTA and Floor Management

Developed and trained WFM new joiners on RTA and Scheduling

IV] Firstsource Solutions Ltd (Dec’14 – Mar’16)

Assistant Manager

Managing schedules for Telecom processes (Domestic/International/Overseas)

Handling RFIs and RFPs

Worked on analysing the different WFM tools

Provided training to colleagues and other team members on handling RFIs and RFPs

Worked on reducing the transport cost of Airoli location through Scheduling

Have worked on projects to improve the seat utilisation of different centers

Provided training to team members on WFM practices, concepts and Scheduling

V] Serco Global Services (Intelenet Global Services) (Oct’09 – Nov’14)

Assistant Manager CWFM (Central Workforce Management)

FSS for domestic and overseas accounts

Handling RFPs

Transitioning new processes from WFM reporting perspective

Manpower Flow Reports and discussion with Operations and HR

EWS Reports and discussion with OPS

Sharing the forecasts and FTE requirements with the client

Sharing and discussing the monthly forecasts, FTE and seat requirements with OPS

Sharing the weekly schedules and other adhoc reports as per the requirements

Officer CWFM (Central Workforce Management)

Preparing manpower flow plans based on the forecasts and sharing the analysis and action plans

Sharing the hiring requirements with the operations and the recruitment team post discussion

Preparing EWS reports and providing root cause analysis and action plans

Sharing the forecasts and the FTE requirements with the operations team

Preparing weekly schedules based on the SLA targets

Sharing the seat requirement plans with the operations

Sharing the accuracy reports with the internal team

Preparing and sharing other management reports for the internal team

Quality Analyst (Apria Healthcare project)

Doing live and remote transaction monitoring and giving feedback to TL and agents

Preparing reports on quality parameters on a daily, weekly, monthly and yearly basis

Conducting weekly sessions to discuss the process updates, team quality improvements and team stacks with the agents and their Team Leaders.

Conducting internal and external calibration.

Have worked with the client to modify the procedures to be followed for processing documents

Have worked on the Standard Operating Procedures (SOPs) and prepared action plans to improve process performance

Improving the agents performance to meet the process quality targets on a monthly basis

Mentored newly recruited quality analysts

Undertaken projects to reduce the number of errors

Professional Achievements:

Won the Serco Star award

Successful Implementation of the Manpower Flow report across the Domestic Processes

VI] Wipro Ltd. (Jun’04 – Nov’08)

Worked as Quality Auditor in Lonestars Adjustment (U.S. Insurance Project), a part of UHG Claims (United Health Group). The Adjustment Team is the last stage in the claims life cycle wherein the payment issues and the customer/advocate conflicts are resolved.

Quality Auditor

Internal Quality

Doing internal audits, creating, maintaining and reviewing reports based on the process quality criteria.

Resolving the claims processing related issues, handling Quality Calls and the Escalation Calls

Undertaken projects and initiated action plans to improve different quality parameters

External Quality

Handled team of external auditors, resolved their process related problems, and provided training support.

Interacted with clients for process related issues, participated in various client meetings and training sessions.

Team Handling

Handled the production teams, handled the grievances and guided the agents for moving up in their career path.

Analysed the various reports and initiated action plans for improvement.

Training

Provided training to new teams and conducted regular refresher sessions

Provided regular trainings to Subject Matter Experts, Trainers and other Auditors.

Prepared training calendars and manuals, job aides, etc.

Conducted meetings with Supervisors, Trainers, Auditors and the Clients.

MIS Skills

Have created various reports on the basis of quality and production parameters.

Have created performance reports for the agents and the process.

Professional Achievements:

Won award for winning the risk management and compliance test.

Improved the quality performance trending of the process.

Created Process Maps which were approved by the clients and used across the process.

Created various macros in MS-Excel, Macro Express and UNET screens to improve the process.

Green Belt Project

Deny Denials – Reduction in payer denials

Personal Details

Date of Birth: 06-April,1983

Languages Known: English, Hindi, Malayalam, Marathi.

Address: Flat No. 4, 9th Floor, 6 Sunny Park Apartment, Ballygunge, Kolkata - 700019

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