Resume - Bachelor degree in Commerce from C.C.S.University

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Resume #66208

CONTACT INFORMATION:
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Strengths:

 Good knowledge of Microsoft Excel, Power Point, and ERP Tools.
 Fast learner with positive approach both at professional and private.
 A good team player and ability to motivate and manage team.
 Ability to stretch working hours and capability to handle pressure.
 Ability to handle multiple priorities effectively and efficiently.

PROFESSIONAL EXPERIENCE:
Sep. 06 till date: - STMicroelectronics, G.Noida
HRMS Analyst – Operations: Emerging Markets Region – Eastern European Countries, Latin America, and Asia – Pacific, South-Africa, Turkey, Israel. Finland, Germany.UK, Spain.
Responsibilities:

Primary responsibility is to Interface with Global Product development / operations units for all products development, testing, launch & Support.

 Implemented and supported People soft HRMS core modules like Workforce Administration, Administer Training, Recruit Workforce, e-Development, e-Profile (Manager Self-Service and Employee Self-Service), Health & Safety, Total Cash, Vacation Management System,
 Worked in global implementations involving multiple geographies, multiple business units, multiple setids, multiple currencies and multiple companies.
 Configurations and mapping the business requirements on the PeopleSoft HRMS application.
 Good conceptual and working knowledge of Table Set sharing for preparing the organizational structure in terms of job codes, departments and salary grades.
 SPOC between Functional Support Team/Technical Team and Countries under responsibility.
 Production support to various modules like Administer Workforce, Recruit workforce, Employee Self Service, Manager Self Service, Administer Training.
 Demonstration to end users regarding the out-of-the-box functionalities provided by People soft in the HRMS application.
 Gathering Business requirements from the Business and collating it in the form of functional specs.
 Troubleshoot/triage Level 2 FMS help desk tickets while maintaining SLA
 Achieved customer satisfaction by managing business expectations and delivering on time lines.
 Working with developers, testers, users for sign off, to deliver release items on time.
 Preparation of various Management Reports on Daily, Weekly and Monthly Basis.(Head Count Reports)

 Bank of America,Gurgaon – Mar. 06 to Sep.06, Team Member (Merchant Services)
 Planning and analysis is the key job profile at Bank of America.
 Coordinating with Card management team across U.S.A. for verification and rectification of Disputes.
 Updating Standard Operating Procedures (SOP's) for respective product in the standard format.
 Managing the internal Data base which runs on different software applications.
 Confirming customers through mails and faxes for the service delivered.
 Ensuring compliance of performance standard with Quality parameters.
 Analyzing MIS.

Hutchison Essar Mobile Service LTD – Jul. 2003 to Mar. 06, Service Delivery Executive – Operations (Coordination, MIS, Billing, VAS, Workflow Analysis)
MIS:
 To ensure and Check Data repetition.
 To ensure availability of data supporting daily and monthly MIS.
 To send back data received from the client with customer remark and feedback.
 Client Co-ordination.
* Ensure all queries of client are resolved.
* To document all critical events and revert on all mails sent by client.
* To prepare presentation over the monthly performance of activity.
* Handling all issues of corporate and individual customer.
* Close monitoring of the flow of requests and complaints. These involve working in excel and PowerPoint.
COORDINATOR – Hutch Shops: -
– Handling escalations for 7 HS, 15 Metro HS, Walk-in Lobby and 1 Mobile HS.
– Monthly Performance Report on HS tagging for Complaint/Request/Enquires.

AUDIT
– Pre-Bill Audits for all the Products to ensure no Dispute or Revenue loss.
– Bill Cycle audit report before running the bill cycle.
– Audits for Promo packs given to customers.
Complaint Resolution & Exceptional Handling
– Resolution of Billing related complaints and Tariff plan Disputes and Vas Disputes.
– Complaints regarding Payment updation and Collection related complaints.
– Processing Credit Adjustments for all denominations.
– Security Deposits complaints resolution.
 Mass promotional SMS scheduling for Yahoo, India Times and various Marketing products/ schemes.
 Activation and Deactivation of all the services and Tariff Plans.
 UAT's before launching any product & Tariff Plans.
– To ensure Customer satisfaction at back end.
– Preparing accurate enquiry logs for unresolved queries / complaints & following up with concerned department
– Documentation of all critical events
– All critical events to be escalated to the Team Leader/ Asst. Manager.
– Interaction with the front end and the technical team for the smooth functioning of services.

Initiatives Taken
– Core member of Delhi Testing Team – National IVR
– Core Team member for Delhi – CRM Rollout.
– Daily MIS for specific Incorrect/Incomplete registration in CRM.
– Process and Procedure documentation on a regular basis and reviewing them from time to time. Prepare Workflows for proper resolution of Request and Complaints.

Qualifications:
* Professional
 MBA from Symbiosis. (Result Awaited)

* Academic
 Bachelor degree in Commerce from C.C.S.University – Meerut- Year 2003.
 Higher Senior Secondary, Class XIIth (CBSE, New Delhi) from S.B.M. School in year 2000.
 Senior Secondary, Class Xth (CBSE, New Delhi) from S.B.M. school in year 1998.

Software Knowledge

Operating System - Dos, Windows 2000, and Windows 2003, Windows XP.
System Applications - Ms-Office - (Word, Excel, Power Point, Outlook), Acrobat, CRM, BSCS and E-Pos. People Soft.8.3, 8.9 (ERP), PL-SQL Query.

* Workshops
 Certificate in Customer Care Professional Development Program from Akiko Callnet – Karol Bagh.
 Training Regarding Professional skills conducted by Six Sigma.
 Achieving Extraordinary Customer Relations (AECR) Team Building & Brand Management.
 Quality Excellence in Mind Overview Programme.

Interests:

Computers, singing, playing cricket and playing with kids.

Recognitions:

* Have been appreciated enormous times over mails by H.O.D., Manager and reporting T.L.
* I have been rewarded as "Best in Support" in my 1 years of tenure at Hutch.

Personal Details:
Date of Birth: 28th Dec. 1982
Marital Status: Single

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