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Mobile: +91-888*******

adleik@r.postjobfree.com

Hyderabad, INDIA.

O B J E C T I V E S

I am a detail-minded individual combining strong interpersonal, people management and communication skills with experience. Organized, committed to professionalism, have worked under strict deadlines and strict quality parameters, have excellent written and verbal communication skills. So, with these skills I would like to derive satisfaction through excellence in service and to excel in all walks of life. E D U C A T I O N

BBM - Bachelor of Business Management

2000 to 2003

• Actively participated in co-curricular activities and Sports.

• Won prizes in intra-college competitions

• Won prizes on behalf of college in inter college competitions E X P E R I E N C E

Manager – Transitions

Genpact India Pvt Ltd, Hyderabad, India Sep 2019 – Till date

− Part of core transition team to manage large Hi-Tech accounts (End-to-end transition)

• Seamlessly transitioned teams of over 500 FTEs\

• Handling multiple, big transitions across cities and multiple sub-product lines.

− Worked on various activities between RFP communication phase to Go-live phase of businesses

− Custodian of various tollgate report-outs and artifacts, also ensured that all compliance requirements are met

− Stakeholders management along with periodical report out of relevant information to internal and external stakeholders

− Track and work closely with Recruitment, Background verification check team, Training, Quality, Process Excellence and Operations team

− Received a ‘Bronze Award’ among entire transition townhall for the year-ended (2019) in recognition of me successfully driving my first project assigned in this organization Multiple Roles

Cognizant Technology Solutions, Hyderabad, India Feb 2012 – Aug 2019 Team Manager – Transitions (Over 5 Years)

− Managing teams in Pre-KT, Knowledge Transfer (KT), Ramp and Stabilization phases before handing over the teams to operations team for Insurance clients

− Custodian of various tollgate artifacts and ensure all compliance requirements are met

− Stakeholders management along with periodical report out of SLAs and other metrics to internal and external individuals

− Handled multiple end to end ‘transitions to steady state’ processes. Justin Joel

17+ years of

corporate career

Manager - Transitions

Consultant - Process

Excellence

Transition Manager

Team Leader

Operations / Quality

Process Trainer

Quality Analyst

Technical Support

Executive – Telesales

Events - Coordinator

India/ USA / Canada/

Australia/ NZ/ Indonesia

Justin Joel

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Team Leader (Operations) managed the following. (2 years)

− Performance management - Effectively coach processors on positives & areas of opportunity. SPOC for product \ Process updates. Manage admin activities like shift alignment, roster, appraisal for team besides managing people issues.

− Inventory Management, Quality control & Audit readiness

− Successfully cross-trained team members on multiple job types for increasing the versatility of the team.

− 100% employee retention for more than 12 months continuously. Consultant Process Excellence (6 Months in 2019)

− Worked on RPA (Robotics Process Automation) Projects

− Reviewed existing manual processes and identified automation solutions and co- ordinate with multiple IT teams to ensure timely implementation of solutions that were initially identified

− Prepared BRDs (Business Requirement Documents) for multiple insurance clients

(Life & Annuity, Property & Casualty)

− Created detailed document -Level 5 (400+ pages) clearly explaining the processing steps to key-stroke level along with process maps (AS-IS and TO-BE process flows) Team Leader [US telecom Client]

Convergys India Services Ltd. Bangalore, India Oct 2008 – Feb 2012

− Managed a team of 23 Quality Associates\ Sr. Quality Associates.

− Managed client SLAs to be met by the team on daily/weekly & monthly basis.

− Made periodical MS Excel reports and analyze data to do RCA (Root cause analysis) for common issues on productivity and quality and find solutions.

− Performance management - Effectively coach agents on positives & areas of opportunity. SPOC for product \ Process updates. Manage admin activities like shift alignment, roster, appraisal for team and others

− Conduct employee engagement activities to keep employee morale high and also manage attrition; was awarded 100% retention award several months consecutively.

− Handled multiple roles prior to TL role at Convergys: Joined Convergys as a Transaction Monitoring Evaluator (Quality Analyst). Was a Process trainer - I was identified to go to the client location (Texas, United States) for Train-the-trainer programme. I was a part of the team which migrated a TECH TELECOM Quality process to Bangalore, India.

As trainer have created learning modules for new-hire batch and for cross training batches. Have facilitated and trained back-to-back process training. Successfully cleared through TL- Intern program by Convergys in 2010

Technical Support Engineer

Hewlett Packard Global Soft Ltd. Bangalore, India Oct 2006 – Aug 2008

− Job required thorough knowledge of product, process and professionalism at work besides Basic telephone etiquettes.

− Job required a good knowledge and understanding of Hardware and Software of a

− computer besides being thorough with common issues on computers.

− Was queued for multiple skill-sets based on CSAT (Customer –Satisfaction) performance and AHT (Average Handle Time) on the floor.

− Job included troubleshooting portable products of Hewlett Packard (E.g. Notebooks and Tablet PCs). I was in a team handling calls for US, Australia & New Zealand Regions Justin Joel

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Quality Analyst

24 / 7 Customer Pvt Ltd. Bangalore, India July 2003 – Oct 2006

− Monitoring and enhancing the quality of calls

periodically. Involved in call calibrating sessions and client calls

− Job required good knowledge of the various processes and products. Responsibility included quality control of a team of about 25 members besides handling daily reports and coordinating Client Sessions.

− Joined this organization as “Executive - Telesales” also worked as “Verifier” Event coordinator Multiple places

2000 – 2003

Coordinated many Events & Promotional activities for various persons and agencies. L I C E N S U R E / C E R T I F I C A T I O N S

• Insurance Domain certified

• Completed AINS 21 and AINS 23 certifications from The Institutes

• Completed LOMA 280 and LOMA 291 certifications from LOMA

• Six Sigma Green Belt certified

• iGNIIT a computer course from NIIT

Software course included some programming languages like Java, VB, Web page designing, database (MS SQL) and other aspects

• Insurance Domain certified [LOMA 280, LOMA 290, INS 21 and INS 23] A C H I E V E M E N T S

• Received ‘Bronze Award’ in transition within the first quarter of joining Genpact

• Received ‘Dronacharya Award’ under ‘Front Line Management’ Category at the annual day event in Cognizant

• Received multiple awards and certifications at all organizations worked for Performance, Quality, Performance management, Team activities and Employee retention.

• Train-The-Trainer program certified at Convergys & Cognizant O T H E R A R E A S O F I N T E R E S T

• Reading Books

• Play music and listen to music

This document was last updated on November 2, 2020

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