1. Mradul Agrawal
E-Mail: a_mradul@yahoo.in ~Contact: +91 9810216208(M)
M.B.A, B.Com, Customer Relationship Management / GMP and Benefits Reconciliation in
Define Benefits/ Team Management
Executive Summary
 A dynamic professional with 6 years of experience in Pension Administration and Training and Development.
 Working with Mercer India Pvt Ltd as Sr. Domain Expert/Process Trainer and managing the process
performance.
 Handling a team size of 10 people and owning the client target through a team of team members.
 Proficient in monitoring team to enable them to work as per the SLA's with the client and develop service
standards for business excellence.
 Skillful in understanding client, process requirements, process improvement.
 Possess excellent interpersonal, communication & organizational skills with proven abilities in process
performance and customer relationship management.
 Providing Functional/Domain training and support to new hires and existing resources.
Employment Record
Tenure Employer Name Designation
From 20th Dec’ 09 till Apr’11 OMNI Global International Data Analyst/Shift Coordinator
Since 09th May’11 Mercer India Pvt Ltd
Sr. Analyst / Process Expert/ Sr. Process
Expert
Areas of Expertise
Current Employer - Mercer Consulting (India) Pvt. Ltd - Process Expert / Domain Trainer
 Handling a team size of 10 Associates as of now as a role of lead domain expert
 Handling a new received client with very high volume with zero defects
 Review/validate process reports to weekly/monthly performance.
 Helping team and ensure daily deliverables etc are met.
 Collect and provide data required for monthly Dashboard.
 Ensure compliance with internal policies and procedures, external regulations and information security
standards.

2.  AHT tracking, capacity utilization as well as managing internal and external queries
 Provide inputs on process improvement and system performance to the team members.
 Client Interaction, where required at the level of supervisors.
 Provide coaching and feedback to team members to enable them to improve their performance.
 Managing weekly calls with UK IT team to ensure the job and reporting tools are working fine
 Regular testing of Benefits Studio performance and communication with onshore
 Build relationship with Onshore Management to ensure a one-team approach.
 Completing monthly Domain training program for newly joined colleagues in UK team
Accomplishments:
 Transition of new business of leading client (PIC) at UK GOSS team.
 Awarded by ‘Rising Star’ in first 6 month of joining for exceptional performance
 Awarded many times by Monthly Performance winner award.
 Floor warden to ensure all compliance and risk mandate policies and successful Audits.
 Provided process training to onshore to improve the process performance.
 SPOC for colleague’s engagement team and adherence to compliance.
 Successfully cleared the two Internal Job Postings and promoted as Sr. Process Expert.
 Identify Risks in the process and then provided solution by root cause analysis and Failure Mode Effect
Analysis.
 Certified Domain trainer and successfully awarded the ‘Train the Trainer’ certificate
 Proficient in Sign language and acting as interpreter for differently able people
Previous Employer - Omni Global International – Data Analyst
As a part of Order Processing Team (AT&T US)
 Ensuring all Internet devices order requests are processed or dealt within SLA and acknowledge is routed to
customers.
 Ensuring all mandatory reports is maintained for client reporting.
 Ensuring that all the documentation, processes and procedures are accurate and up to date and ensuring
that all the team members are aware of these and follow them.
 Ensuring that the daily log report is shared with onshore and offshore.
 Part of Shift Coordinator and managing the available resources
Process Management
 Monitor SLA’s and maintain process quality
 Undertaking responsibilities of all new hire trainings and monitor them.
 Ensuring consistently in the process performance at the client's and the organization's end.

3.  Managing and daily employee login and leaves report and sharing to the transport helpdesk.
Accomplishments:
 Won much Applause like Spot awards, process excellence award etc.
 Received many appreciations from Managers, clients onshore for learning and managing the process quickly.
Education
 M.B.A. from Symbiosis, Pune in Customer Relationship Management
 B. Com from CSJM University in Commerce/Accounts
 12th
from U.P. Board in Commerce
Additional Qualification
 Diploma in Computer Application (DCA) from NIBS Institute Delhi (A+)
 ‘O’ level computer diploma from NIBS Institute Delhi (A+)
Trainings Attended
 Email Etiquettes, Listening skills, Time management, Communication Skills, Foreign Corrupt policies
 Train the Trainer (Certified)
 Diversity at Place
Technical Skills
 Good with MS Excel, Word, Internet troubleshooting , PowerPoint
 Application testing and software installation
Personal Vitae
 Date of Birth : 10/06/1989
 Marital Status: Single
(I declare that the above mentioned information is true & correct to the best of my knowledge)
(Mradul Agrawal)