Customer service agent for Ministry of Human Resource and Emiratisation.
City Services Consultancy
Total years of experience :16 years, 11 Months
Taking inbound calls for inquiries in regards to ministry of labour laws.
Making outbound calls for callback request made.
Replying to emails on behalf of MOHRE.
Give information on laws of ministry of labour in regards to ban, gratuity calculation, overtime calculation and more.
Duration of Work: 1 Feb 2014- 30 May 2014
Designation: Executive-Human Resources
Roles & Responsibilities:
Heading the entire Human Resources functions of the organization
o Man power planning and budgeting
o Resource Management
o Recruitment, Induction and Training and development.
o Finalization and negotiation of the compensation of the new recruits
o Designing the Job profile and the KRA's for all the employees
o Responsible for the employee relation activities of the Company for its various branches across India.
o Performance reviews
o Policy Formulations
o HR Operations
Initiatives and Achievements
o Developed the Human Resources Department from the scratch to a more stable and reliable department.
o Developed a formal handbook of HR policies with all policies and procedures.
o Developed a process oriented recruitment system, and recruitment analysis procedures
o Developed confirmation appraisal formats and streamlined the leave updating procedure
Employee Relations
o Conduct one to one discussion with each employee.
o Introduce need based HR initiatives by working closely with Delivery Managers and Project Leads.
o Drive overall employee engagement initiatives.
o Facilitate regular employee feedback, organize meetings, counseling & ensure problem resolution, rewards & recognition.
o Active involvement in employee retention especially excellent performers.
Company Name: ADP India Pvt Ltd
Duration of Work: 11 April 2011 to 27 feb 2014
Designation: Senior Customer Service Assistant
Roles & Responsibilities: o Handling unemployment claims of US
o Contacting the employer and getting the information about the claimant
o Writing letters and claim form to the State on behalf of employers on the unemployment compensation
o Suggesting employers about various tax saving techniques in regards to employment taxes
Initiatives and Achievements
o Analyzing the loopholes in the process, suggested my managers to get a calling process which was far more effective than the prior email communication
o Created Cheat sheet for the process
o Collation of data, equal distribution of work, sending report, time-in time-out report was managed by me
o Created a macro which saved 24 hours work per week
Company Name: WNS Global Services, Pune, Maharashtra
Duration of Work: June 2007 to Feb 2011
Designation: Senior Customer Service Assistant
Roles & Responsibilities: o Assigned the tasks of receiving customer calls regarding queries of delayed baggage from Air Canada
o Handled the responsibilities of finding their bags by calling airports and delivery companies in U.S, Canada and European Countries to meet customer satisfaction
o Consult and analyze with customer files for delayed bags about the services offered by the airports and delivery companies
o Handled the tasks of conducting training sessions of Junior Customer Service Associates
o Prepared records of daily activities of the staff and updated the same to the senior management team
o Went to other processes to help them clear their backlogs
o Trained two batches from the other process
Company Name: Coopers IT services, Pune, Maharashtra
Duration of Work: April 2006 to may 2007
Designation:Customer Service Assistant
Roles & Responsibilities: o Selling mobile phones with billing services in U.K
o Keeping the sales number high
o Assigned the tasks of motivating others who could make less sales
o Responsible for dealing with customers and explained them about the mobile plan suiting them according to their needs
o Solved customer queries in an efficient way
o Handled the tasks of explaining services and answering questions to clients
o Responsible for completing new customer registrations