1. Confidential 1
Jilan Basha B
No.1538, Karthick Apartments, Patel Layout | BANGALORE -560068
MOBILE: 9886332048 | E-mail: jilanmis@gmail.com
Summary
I have a total of 6 years in health insurance and BPO/call center industry. In my current role as Sr. Coordinator, I work closely
with the client services manager and coordinate between client teams and Convergys business operations.
Technical Skills
• Operating System:
• Windows 95/98/2000/ XP/7/8.
• MS Office 97/2000/XP/2003/2007/2010 &
2013.
• Advanced MS-Excel, MS-Access, MS Word, MS Power Point,
MS Outlook and MS Publisher
• SQL Server 2012/PL SQL
• VBA
• ITIL Foundation Certification
Work Experience
 Convergys India Services, Bangalore
 January 2015 – Present
 Sr. Coordinator
Roles and Responsibilities: -
 Collaborate with clients for requirement gathering of global processes/ issues with a view to ensure prompt
resolution.
 Handling, cleansing & processing data using MS Excel, MS Access and SQL.
 Preparation of Weekly IDM Dashboard.
 Preparation of Event Cost on weekly and Monthly basis.
 Audit of leavers Bi-Weekly basis to ensure 100% attrition requests actioned within 24 hours.
 Fixing errors - DAT report (Delivery against Target) and DQ (Dropout in Queue) report.
 Generation of EDR (End Day Report) and sending across site.
 Providing project support to Operations Managers, Team Leaders and Trainers.
 Creation and Maintenance of database that consists about critical data of 4000+ employees and ensure accurate
data by conducting audits.
 Preparing outside SLA report and escalating tickets to relevant client teams.
 Sharing feedback with the team on fatal and non-fatal errors.
 Responsible for loading, extracting and validation of Client data.
Additional responsibilities:
 Generate Weekly/Fortnightly/Monthly/Quarterly reports for review with Senior Leadership Team and Clients
 Preparing reports such as Metrics, Event Cost, Master File, Team List, Attrition Report, Roster Report, FTE
calculation, Time & Motion Study, etc.
 Data retrieval using SQL script.
 Backup to the team leader.
 Coordinating with vendors and arrange for employee trainings
 Preparing program level newsletter on monthly and quarterly basis
Achievements:
 Created Validation tool using VBA script for 4000+ agents’ database.
 Auto Email Sender based on Excel list according to the client requirement. Creation of weekly and monthly Dash
Board reports for review.
 Writing SQL queries to retrieve data for data loads and extracts.

2. Confidential 2
 Infosys Limited, Bangalore
 April 2014 - Jan 2015
 Sr. Executive, HRO
Roles and Responsibilities:-
 Strong knowledge on ELC (Employee Life Cycle) process.
 Excellent knowledge in E-Transfer process.
 Handling quires related to E-Docket process.
 Solving the requests relate to NSA allowances.
 Helping the team to automation the process and reducing the manpower.
 Modified E-Transfer SOP with new updates.
 Sound knowledge in advanced excel and medium level at macro creation.
 Handling transfer quires to AHD for onsite on Indian employees.
 Well-known knowledge about separation process.
 Employee docket approvals for Indian employees and onsite employees.
 Handling quires through AHD related to IL employee confirmation pending related to E-Docket approvals.
 Taking care of the overpayment requests with reference to the US employees.
 Approvals related to the SEZ and STP locations.
 Handling end to end process with reference to the Distribution List.
 Maintenance of employee database, Maintaining /Updating Leave Records.
 Sending auto email remainder’s using MS Word and MS Excel for the employees whom documents are pending
when they about get confirmation.
 Magma Fin-Corp Limited, Kadapa
 Nov 2012 – Feb2014
 Credit Analyst & Location Head.
 Hinduja Global Solutions, Bangalore
 June 2007 - Nov 2010
 Claim Processing Executive
Education
 MBA (Executive) - Human Resource & Finance from Sri Venkateswara University, Tirupati.
 BSC (Computer Science) from RTD College of science, Proddatur, from Sri Venkateswara University).
Personal Details
• Name : Jilan Basha B
• Father’s Name : Abdul Rehaman
• Date of Birth : 01/07/1986
• Nationality : Indian
• Religion : Muslim
• Marital Status : Married
• Languages Known : English, Hindi, Urdu, Telugu, Kannada & Tamil.