Customer Service Management

Amit Vasudeva

***** ******** ******, ***** ******, VA 20152

Phone: 202-***-****; E-mail:*******@*****.*** Active Top Secret Clearance

Seasoned Senior Operations Specialist / Manager

Core Competencies:

Operations & Process Optimization

Strategic Planning

Client Relations & Relationship Building

Recruitment & Resource Management

Business Development

Logistics

Supervisory Experience

Strong Verbal & Written Communication

Education:

University of Maryland, University College August 2000

Bachelors of Science in Business Management

Pursuing PMP certification

Skills Summary:

Microsoft Office 2007 (Word, Excel, PowerPoint, Access and Outlook), SharePoint, Deltek Time and Expense, Go-systems, Peachtree, Solomon IV, Centerpiece and Security Information Management Software (SIMS)

Applicant Tracking Systems: Team Trak, RWBS, Sonic, Taleo, Personnel Tracking System, Tracer and Hire Right

Professional Experience:

CALNET, Inc December 2011- Present

Operations Specialist

• Ensuring incoming work is assigned and performed according to customer and program priorities to ensure efficient use of resources

• Ensuring team resources are re-allocated as needed to meet changing customer priorities

• Ensuring all operations activities and issues are communicated and coordinated with the program management team and customer

• Ensuring team activities are performed according to program standard operating procedures to maximize the quality of service and program work products and minimize production errors

• Ensuring team participation in continuous improvement practices to drive business efficiencies

Global Linguist Solutions (DynCorp International) September 2007 – December 2011

Senior Recruiter/Operations Specialist

• Support a DoD contract (INSCOM) worth $4.6 billion providing solutions to the US Army for CONUS/OCONUS; locations to include US, Iraq, UAE, Qatar, Kuwait and Saudi Arabia

• Manage 11 Linguists on 3 large CONUS Contracts

• Managed linguists on the following contracts. Forces Command (FORSCOM), Marine Expeditionary Forces (MEF), Forces Command (FORSCOM), Southern Command (SOUTHCOM), Air Force Office of Special Investigations (AFOSI) and NSA.

• Oversee full life-cycle process in coordination with Recruiters and Processing Team for CONUS/OCONUS positions

• Manage daily administrative actions of CONUS linguists to approving timesheets and expense reports

• Visiting CONUS linguists work areas that may be located within a SCIF

• Produce & maintain daily Reporting for management

• Update policies, SOPs, handbooks, and other instructional documents as needed to accurately reflect operations

• Ensure CONUS linguists behave in accordance with company policy and standard decorum for their position

• Help assist candidates filling out SF86’s and escorting them to their CI Screening/Polygraph appointments

• Oversee corporate HR, operations, movement and logistical actions to deploy and redeploy CONUS/OCONUS linguists

• Responsible for Pre-Deployment Processing at International Embassy

• Screen in accordance with INSCOM guidelines to ensure that quality candidates are recruited and performed initial evaluation of their English language skills

• Source & Screen applicants to obtain and validate work history, education, training, job skills and salary requirements to make final hiring decisions

• Interact Processing & Recruitment teams in order to facilitate Linguist processing

Aerotek Engineering September 2006 - September 2007

Technical Recruiter

• Lead full cycle recruiting efforts including sourcing, screening, interviewing, selection, negotiating compensation packages and closing candidates

• Experience recruiting for cleared technical candidates for DOD Clients

• Identified potential candidates utilizing various recruiting methods including job postings, resume banks, internet searches, referrals and cold calls

• Negotiated wage rates and other terms and conditions of employment with candidates

• Managed contract employees while on assignment and administered performance counseling, coaching, and disciplinary measures when necessary

• Worked with Account Managers to identify top accounts, target skill sets, key market segments, and to assess clients’ staffing requirements

• Communicated with peers by sharing recruiting “best practices” and providing accurate, thorough documentation on contract employees in applicant tracking systems

• Maintained relationships with industry contacts to provide customer service, gain industry knowledge, referrals and sales leads

• Completed necessary pre-employment processes including reference checks and background/drug tests

Ernst & Young LLP January 2005 - May 2006

Client Serving Specialist

• Generated monthly and quarterly reports such as Portfolio Performance, Position Performance Summary and Net Worth from Centerpiece for client meetings

• Developed and edited complex client engagement documents and forms from limited information

• Acted as a liaison between senior management and clients/colleagues to facilitate work and accomplish objectives in a collaborative effort

• Performed tax returns, estimates and extensions using Go-Systems

• Assisted with analyzing the engagement status, tracking special billing and coordinating report discrepancy resolutions

• Understood and utilized firm technical equipment including Lotus Notes and other relevant software.

• Maintained client engagement document control by establishing and implementing filing system policies and procedures for meeting minutes and the project library

• Coached team members, clients and colleagues in practice specialty technology tools to produced complete data and ensure quality service

• Assisted with coordination of large engagements

America Online (Contractor) June 2004 - December 2004

Financial Analyst

• Read and comprehended customized advertising contracts and identified revenue recognition issues

• Applied technical literature when determining revenue recognition

• Reviewed contract carriage plans to ensure that contracts are properly priced

• Determined revenue allocation among the AOL brands

• Prepared summaries of contracts for reference and distribution to various groups throughout AOL

• Understood AOL’s obligation for customized and non-customized agreements and evaluated AOL’s performance

• Evaluated revenue implications based on AOL’s performance through discussions and interaction with Sales Reps and Account Managers

• Prepared a consolidated accounting status for cross divisional deals with information from all Time Warner divisions

• Reviewed contract terminations and restructurings and ensured that these contract changes were properly incorporated into revenue recognition

PhRMA April 2002 - October 2002

Staff Accountant

• Entered Accounts Payable batches for accuracy, researched vendors queries and resolve conflicts

• Prepared yearly 1099s for PhRMA

• Reconciliation of payables and receivables accounts

• Recorded journal entries from Time and Expense reports

• Prepared deposits, and recorded receipt of checks into Association Management System

• Performed Fixed Assets schedules and recorded journal entries

Gelman, Rosenberg, and Freedman January 2001 - March 2002

Auditor

• Controlled clients’ fees by using the latest technology and auditing techniques

• Suggested organizational changes to better safeguard assets and to improve internal

control systems

• Performed monthly bank and general ledger reconciliation

• Performed Fixed Assets schedules and recorded journal entries

• Prepared and entered journal entries into Champion System

• Completed various ad hoc financial projects

References upon request.

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