HR and CRM Professional

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HR and CRM Professional

  1. 2. VIRTUAL TOUR OF CAREER PROFILE <ul><li>Professional Synopsis </li></ul><ul><li>Credentials </li></ul><ul><li>Industry Exposure </li></ul><ul><li>Employment Scan </li></ul><ul><li>Key Initiatives/ Achievements </li></ul>
  2. 3. Professional Synopsis <ul><li>A result oriented professional with 9 years of rich experience in Operations, Recruitments, Performance Management System, Training and Development, Career Counselling. </li></ul><ul><li>Currently working as Freelance Consultant in Recruitments since Aug’09. </li></ul><ul><li>Distinction of steering HR improvement initiatives with focus on streamlining & managing operations with proactive planning, introducing new concepts, steering changes, etc. </li></ul><ul><li>Strategic and creative leader with special combination of technical depth, visionary understanding of current and evolving customer requirements, and ability to drive an organization to deliver results and customer satisfaction. </li></ul><ul><li>Skilled in conceptualising creative ideas, documenting. </li></ul><ul><li>Strong communication, time management, and interpersonal skills, the ability to lead multiple teams in a fast-paced multidisciplinary environment, and a willingness to mentor diverse sets of people. </li></ul>
  3. 4. Professional Synopsis
  4. 5. Credentials <ul><li>PGDBA (HR) from Symbiosis Centre for Distance Learning (SCDL). </li></ul><ul><li>B.Sc. (Industrial Chemistry) from Sardar Patel University, Gujarat. </li></ul><ul><li>Diploma in “Graphic Designing & 3D Animation” from Maya Academy of Advanced Cinematics (MAAC), Chandigarh. </li></ul><ul><li>Diploma in &quot;Web Designing&quot; from KarROX Technologies, Chandigarh. </li></ul><ul><li>Honours Diploma in Technology and System Management (HTM) from NIIT. </li></ul><ul><li>DAC (Diploma in Advanced Computing) from C-DAC Chandigarh. A Scientific Society of Information Technology, Govt. of India. </li></ul><ul><li>Brainbench Certification in HTML 4.0. (Transcript_ID :- 1823362) </li></ul>
  5. 6. Industry Exposure <ul><li>Telecom/ Value Added Services (VAS) </li></ul><ul><li>Healthcare </li></ul><ul><li>IT/ ITES </li></ul><ul><li>HR Consulting </li></ul><ul><li>Education </li></ul><ul><li>NGO </li></ul>
  6. 7. Employment Scan <ul><li>MANAGER - PRODUCTS </li></ul><ul><li>Product Development – Product Feature Analysis, Product Hygiene Testing, Client Feedback System, Product presentations, Prioritizing enhancements/ bugs for latest version of a product, Coordination amongst the various teams involved in the product development. Technical Integration of JobsOnPhone service with the leading job portal in Indian market - Naukri.com and ClickJobs. </li></ul><ul><li>Strategic Planning – GAP Analysis, Operational Enhancement Initiatives, Revenue Generation Activities Planning, Cost Benefit Analysis of product/ services, Promotion Planning. </li></ul><ul><li>Training and Development – Training and Knowledge Management Initiative (Call Centre and Service Delivery Team), Succession Planning, Weekly Audits and Preparation of Training Calendar (Functional and Behavioral Trainings). </li></ul><ul><li>Operations Management – Monitoring Call Centre and Recruitment Operations. Process Management, Resolution Expert, Performance Evaluation, Quality Audit, Service Delivery, Customer Retention Services. </li></ul>Altruist Technologies (P) Ltd. Dec’08 to Jul’09
  7. 8. Employment Scan <ul><li>STRATEGIC CONSULTANT (Contractual Role: Consulting Assignments for 2 months) </li></ul><ul><li>HRMS – Recruitment and Retention Strategies, Performance Management System, Training and Development, Grievance Handling Procedures, Recognition and Reward Strategies. </li></ul><ul><li>Business Development – Promotional Strategies, Competitive Analysis, Key Accounts Management, Business Planning and Strategic Thinking, Channel Partner Program, Product Planning and Execution. </li></ul>NVISH Solutions (P) Ltd. Sep’08 to Oct’08
  8. 9. Employment Scan <ul><li>ASSISTANT MANAGER - HR </li></ul><ul><li>Recruitments – Recruitment (Teaching, Non Teaching, Marketing, Administration and all other levels), Vendor Development/ Management, Resource Management, Organizational Development, Strategy Management, Design and Develop HRIS (HR Reports). </li></ul><ul><li>Training and Development – Training and Knowledge Management Initiative. Design and Coordinate for service training program of CIIS faculty for knowledge/ skill enhancement to teach the updated/ revised curriculum. Maintain relationship with renowned corporate and placement consultants/ recruiting agencies to widen the job-net for the students. </li></ul><ul><li>Performance Management System – Co-ordination of performance management process. Plan, allocate, monitor and evaluate work carried out by teams and individuals. Identifying KRAs for all employees, prioritize them & reviewing. Implementing the Performance Management System based on Key Result Areas. </li></ul><ul><li>Employee Relations – Designing, implementing and maintaining the Employee Referral Program. Organising events in the organisation. Ensuring prompt resolution of employee grievances to maintain cordial management-employee relations. </li></ul>Continental Institute for International Studies (CIIS) Apr’08 to Aug’08
  9. 10. Employment Scan <ul><li>DEPUTY MANAGER - HR </li></ul><ul><li>Recruitments – Recruitment (All Levels), Campus Interviews, Vendor Development/ Management, Resource Management, Employee Relations, Organizational Development, Strategy Management, Design and Develop HRIS (HR Reports). </li></ul><ul><li>Training and Development – Training and Knowledge Management Initiative, Design and develop Front Office Process Manual. Process related training to the team. </li></ul><ul><li>Operations Management – Workforce Management of departments (Front Office and X-Ray). Grievance handling, roster and team Management of Front Office (5 executives) and X-Ray (4 Technicians). </li></ul><ul><li>Corporate Communication – Layout design and content development for multiple communication tools, Point of contact and source of information for media agencies and internal communication issues in the organisation. Advertisement designing and scheduling. </li></ul>INSCOL Healthcare Ltd. Apr’07 to Mar’08
  10. 11. Employment Scan <ul><li>DIRECTOR </li></ul><ul><li>HR – Recruitment, Employee Relations, Organizational Development, Operations Management, Strategy Management, Design and Develop HRIS (HR Reports). </li></ul><ul><li>Strategic Planning – GAP Analysis, Operational Enhancement Initiatives, Revenue Generation Activities Planning, Cost Benefit Analysis of services, Promotion Planning, Competitive Analysis, Key Accounts Management, Business Planning and Strategic Thinking. </li></ul><ul><li>Training and Development – Training and Knowledge Management Initiative, Design and develop intranet. Process related training to the team. Design and develop training need analysis form, training calendar. </li></ul><ul><li>Administration and Finance – Documentation (Contract Management, Offer Letters, Employment Letters), Facilities Management, Vendor Management, Bank Reconciliation, Fund Management, Service Tax, Salary Administration. </li></ul>The Shapers Jan’05 to Mar’07
  11. 12. Employment Scan <ul><li>FREELANCER </li></ul><ul><li>Designing and Content Management – Presentations in PowerPoint (Designing and Content Management), Job Descriptions (JD) of staff members. </li></ul><ul><li>Programme Coordination – Programme Coordination, Technical Support, Welfare of Programme Delegates and Recreational Activities. </li></ul><ul><li>Facilities Administration and Hospitality – Hospitality and Welfare of programme delegates for the stay and meal arrangements at the centre in absence of the Facilities Manager. </li></ul>CYP Asia Centre Apr’04 to Dec’04
  12. 13. Employment Scan <ul><li>MEMBER – TECHNICAL SERVICES GROUP </li></ul><ul><li>(Shift Manager for European Customer Service - Technical Support, Customer Care and Channel Sales) </li></ul><ul><li>Operations Management – Lead for Technical Support, Customer Service and Emails team. Floor Management, Process Management, Resolution Expert, Maintain Service Level Agreements (SLA) for customers, Customer Retention Services. </li></ul><ul><li>Training and Development – Training and Knowledge Management Initiative. Product and Process related training to the team. Design and Content Management of technical and customer query related documents for the team. </li></ul><ul><li>Performance Appraisal - Monitor the performance of Support Engineers (voice and mail), in areas of customer satisfaction, technical expertise, and timeliness of support delivery. </li></ul><ul><li>Employee Relations - Resolution of employee grievances and interpersonal issues arising at work place, initiating motivational and recreational activities. </li></ul>Quark Systems (P) Ltd. Sep’02 to Mar’04
  13. 14. Employment Scan <ul><li>IT INTERN </li></ul><ul><li>IT Development – Web site Design and Content Management ( www.cypasia.org – online, www.cypasiayouth.org – not online now), Presentations in PowerPoint (designing and content), Application Level Troubleshooting, Training to staff members on basics of MS-Office and Email, Team Member of IT Development Team, Vendor Management. </li></ul><ul><li>Programme Coordination – Programme Coordination, Technical Support, Welfare of Programme Delegates and Recreational Activities. </li></ul><ul><li>Facilities Administration and Hospitality – Hospitality and Welfare of programme delegates for the stay and meal arrangements at the centre in absence of the Facilities Manager, Vendor Management. </li></ul>CYP Asia Centre Feb’01 to May’02
  14. 15. Key Initiatives/ Achievements <ul><li>Increased the team productivity from 43% to 89% within 2 months of joining. </li></ul><ul><li>Reduced the unscheduled downtime from 150 to 50 hrs in a week at Shimla Office. </li></ul><ul><li>Doubled the database of Reliance New Subscribers in 45 days. </li></ul>Altruist Technologies (P) Ltd. <ul><li>Compiled and completed the Performance Management reports of the staff within 11 days of joining. </li></ul><ul><li>Reviewed, designed and implemented new strategies and policies for Recruitments. </li></ul><ul><li>Designed, complied and successfully completed the Employee Satisfaction Survey in Sep’08. </li></ul><ul><li>Successfully planned and managed events during the Summer Semester’08. </li></ul>Continental Institute for International Studies (CIIS)
  15. 16. Key Initiatives/ Achievements <ul><li>Designed and successfully implemented various recruitment tools (assessment forms, psychometric tests and analysis, IQ tests) for the hiring process. </li></ul><ul><li>Significant contribution in streamlining HR processes along with the AVP - HR like recruitment (designing a recruitment plan for all levels) and HRIS implementation. </li></ul><ul><li>Handled the recruitment processes single handedly for INSCOL Hospital and INSCOL Academy. </li></ul><ul><li>Initiated In–house design and development of Front Office Process Manual in coordination with inputs from Customer Care Executives. </li></ul><ul><li>Reduced the attrition rate from 30 % to 15% in the last 6 months. </li></ul>INSCOL Healthcare Ltd. <ul><li>Created and streamlined the complete HR manual, checking of attrition rate creating a grievance cell. </li></ul><ul><li>Designed/ Created Recruitment Cycle for recruiters working in different domains. </li></ul><ul><li>Designed layouts and content development of more than 300 resumes. </li></ul>The Shapers
  16. 17. Key Initiatives/ Achievements <ul><li>Joined Quark as Trainee and promoted to Shift Manager in a span of 16 months. (Trainee –> Technical Support Associate –> Team Leader –> Shift Manager). </li></ul><ul><li>Knowledge management initiative – Designed and prepared technical notes and XTensions document thus reducing the TAT for solving a query. </li></ul><ul><li>Won Second Prize in the Best Resume Contest organized by Ekadhiken in the year 2002, a job/ career consultancy and coaching institute for competitive exams. </li></ul>Quark Systems (P) Ltd. <ul><li>Designed the first website of Commonwealth Youth Programme (CYP) Asia Centre – www.cypasia.org </li></ul>CYP Asia Centre

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