1. RATHI MRINALINI
HUMAN RESOURCES GENERALIST
EXECUTIVE SUMMARY
Dedicated HR and Learning & Development professional with over 8 years of experience managing a full
spectrum of human resources programs, services and functions. Proven experience and success introducing
process improvements and staff development initiatives in order to support and further organizational goals.
Demonstrated strong interpersonal and management skills in the role of Relationship Manager handling 700+
employees
Strong command and acquired functional expertise in handling a plethora of HR operational responsibilities
that include
 Employee Relations  Training & Development  Staff Recruitment
 Disciplinary Procedures  MIS & Reporting  HR Policies & Procedure
 Policy & Benefit Administration  Payroll Administration  Employee Performance Management
 Confidential Record keeping  Program & Event Management
EDUCATION & TECHNICAL QUALIFICATIONS
Masters in Business Administration, specialization in Human Resources & Marketing
Bharathiyar University, Coimbatore
Awarded ‘Best All Rounder Outgoing Student’ in 2001
Bachelors of Arts, specialization in English Literature
Bharathiyar University, Coimbatore
Computers:
MS Office (Word, Excel, Access & PowerPoint)
PROFESSIONAL EXPERIENCE
English Language Marker (freelance) – Meritrac February 2012 till Date
Key responsibilities as an English Language Marker (freelance) includes
 Evaluation of English language and comprehension skills of candidate’s assessments done online for a UK
university
 Currently performing this role as a freelance professional.
Assistant Manager - Human Resources, HDPI, Bangalore April’ 08 Till May’ 11
Principal accountabilities involve managing a broad range of HR functions that includes
 Employee relations and disciplinary proceedings
 Administration of policies and procedures relative to staff exit formalities, medical (FHP) and staff benefits,
payroll, online on-boarding of inductees and employee performance management

2.  Single point of contact for all HR queries for the RM (Relationship Management) area, work extensively with
the operations team to ensure administration of all HR policies and assist in decision making
 Responsible for personnel file management, safe keeping of confidential records ensuring adherence to
group standards and audits
 Responsible for timely completion/generation of reports and administer issuance of letters for employee
address proofs, visa and loan processing
 Was responsible for overall administration of recruitment process, handled employee referral programs and
co-administered placement vendor management
Key Outcomes and Achievements:
 Integral part of the benefits team and responsible for administering employee benefits (medical inclusive)
for 3500+ employees. Won several accolades and customer compliments, one of which resulted in the team
winning the coveted ‘Wall of Fame’ award
 Spearheaded the launch of ‘Online Exit tool’ for both the sites and conducted extensive awareness sessions.
The success of the program is supported by the fact that GSC Bangalore is one of the top performing sites in
ensuring 100% usage of the ‘Online Exit tool’
 Instrumental in ensuring successful launch of Personal Improvement Plan (PIP) for the entire RM
(Relationship Management) area by way of organizing roll out sessions and discussions with management
teams. Continue to be a part of all PIP discussions for the RM area and responsible for issuance of PIP letters
to under-performing staff
 Collaborate with the Management teams in administering policies and procedures while handling
Employee Relations issues and Disciplinary cases, and assist the AVPs/VPs in their decision making
 Organized and generated enthusiastic and above-goal participation in the ‘Life Style and Stress
Management Program’ conducted by the Apollo Hospitals for employees of both the sites
 Initiated and won overwhelming responses to the series of HR forums organized as a part of AMO meet,
Directs meet and ‘Gyan Fridays’ for the RM area. These forums were instrumental in bringing about
awareness on PIP (Performance Improvement Plan), Disciplinary and other HR policies & procedures among
the managers and team leaders
 Fostered a smooth and seamless communication channel for all HR cascades across the RM (Relationship
Management) area by creating separate HR space in the operations common folder
 Referral point of contact for all queries and trouble shooting relative to E-Performance documentation. This
has ensured timely completion of mid-year performance reviews for the RM (Relationship Management)
area with very minimal exceptions
 Play a pivotal role in all aspects of Employee engagement right from providing appropriate on-boarding
support till conducting exit interviews and ensuring closure of all exit formalities
Assistant Manager - Learning & Development, HDPI, Bangalore June’ 05 Till April’ 08
Key responsibilities as an Assistant Manager – Learning & Development included
 Train, coach and mentor CSEs and AMOs into becoming successful voice coaches
 Call quality monitoring and checks
 Conduct workshops on effective communication and customer service
 Custom design training modules based on specific process needs and training requirements
 Handled MIS, report generation and administrative tasks
Key Outcomes and Achievements:
 Accredited to deliver Call Coaching, Communication and Customer Service workshops

3.  Custom designed and developed skill builder modules like Rapport building and Communication
Development for staff in non-voice processes
 Co-conceived the concept of ‘Call Library’ – a facility to store exemplary calls which was then shared as a
benchmark best practice across processes
 Accredited Voice Assessor – have conducted 1300+ voice assessment within a short span of time. Was
awarded ‘Superstar’ in September ’07 in recognition of this effort
 Been a part of all major job fairs (Internal & External) and rendered support in conducting voice assessments
and administering the overall recruitment process
 Been a part of the ‘MFG team of the quarter’ in 2007 for outstanding contributions in the department of call
coaching
Executive – Quality & Training, Slash Support, Chennai Nov’ 04 Till April’ 05
Key responsibilities as a Quality & Training Executive included
 Responsible for call monitoring and coaching of assigned teams of technical support executives, provide
guidance in order to meet and exceed their quality performance standards
 Monitor for audit adherence, evaluate language, voice and accent skills and help improve on the said
parameters
 Conduct needs based analysis training programs for the technical support executives on a periodic basis
Performance Improvement Coach, HCL BPO, Chennai March’ 04 Till Sep’ 04
Key responsibilities as a Performance Improvement Coach (PIC) included
 Imparting process training and provide directional coaching in order to improve call quality of front line
customer service representatives
 Assist in handling supervisory calls and resolve escalations and customer complaints
CONTACT INFORMATION
MOBILE- 9986024486
E-MAIL ADDRESS – RATHI.MRINALINI@G MAIL.COM