Gladis Nair is seeking a team leader or assistant manager role where she can utilize 15+ years of experience in quality assurance and operations management. She currently works as an employee development officer at HSBC, where she trains new hires, monitors call quality, and improves performance. Previously she held roles in collections, customer service, and process improvement. She has received numerous awards for her work in motivating teams, improving processes, and delivering excellent customer service.

1. Gladis Nair
Flat No. 104, Plot No. 202 & 203 Email: gladis.nair74@gmail.com
Sapthagiri Towers, Pragathi Nagar Mobile: 8125864201
Kukatpally Home No: 9989742706
Hyderabad 500072
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Objective: Looking forward for a team leader/assistant manager, role in a reputed
organization, where I can utilize my skills and experience gained over the years to achieve
organizations objectives and career growth. Possess vast experience in quality assurance with
proven track record of helping the company achieve quality in its processes.
Proficiency in:
Training / Skill Development Coaching and Mentoring Stakeholder Management
Quality Event Management Planning and Organizing
Operations Management Project Management Analysis
HSBC Electronic Data Processing Hyderabad – Nov 2005 – Till date
UK Collections:
 Currently working as an Employee Development Officer, were train new hires and
complete support on floor to handle calls.
 Monitoring calls and provide feedback to employees.
 Selected by quality Team to monitor call behavior and provide feedback to improve
call quality standards.
 Trained New Hires and provided complete support on job training.
 Team handling experience and subject matter expert.
 Exceptional communication, presentation and mentoring skills with distinguished
abilities in leading teams for developing business continuity plans, procedures and
service standards for business excellence.
 Driven discipline in the team by managing reports like break codes and wraps %
thus ensuring maximum productivity.
 Was handpicked to work with bottom performers. Conducted Regular coaching
sessions, regular feedback and side by sides to improve the call quality on live calls.
All performers are now consistent with skills on calls and the respective metrics.
 Reinforced call Model culture and improved call quality within the team.
 Trained on UK portfolio on banking products – bank accounts, loan and credit cards.
 Conducted class room sessions and call calibrations to improve call behavior and call
quality.

2.  Analyzed and interpreted reports to identify the skills required for improvement and
share my observations with managers to improve the overall performance.
 Have created and maintained team reports like utilization and wrap percentage and
have been successful in improving the efficiency of the team.
 Works well with team, supportive, motivate others, share best practice, cooperates,
delegate task, self-confident, and accept responsibility.
 Have been part of Site level activities, which require interaction and influencing
stakeholders with different levels of engagement and authority.
 Active participation in monsoon play off and motivated department as well.
2008-2010 Collection Advisor (US Collections)
 Primary role was to collect on secured loans from Non-Prime customers in US.
 Worked with Skip Trace team US collections received the top performer award.
 Proven ability to drive business growth and improve work flow efficiency while
maintaining standards in collections and customer service.
 Highest number of customer compliments in the entire department within a calendar
year.
 Initiated and organized weekly highs, rewards and recognitions, hosted various
shows and employee engagement activities.
Advisor Consumer Lending (ACDV) 2005 – 2009
 Responsible for creating and updating reports to credit bureaus, as per the status of
the account and calculating delinquency.
 Transferred process knowledge by training teams on different complex queues like
Bankruptcy and Fraud.
 Instrumental in ensuring those deadline were adhered in challenging situation and
constantly evolving environment.
 As Process Mentor I managed new hires in their ISD phase.
 Part of the team which implemented the Remigration of process in whole, including
the coaching and auditing aspect of the business to an alternative site.
US Visa Counselor Wipro Technologies Mumbai 2004 – 2005
 Completed US visa guidance to internal customers based on their eligibility through
calls and emails.
 Pre-briefing sessions done for internal employees for overseas travelers.
 Respond to internal customer queries through e-mails and calls.
Ideal Higher Secondary School – Assistant to Principal 1998 – 2004
 Examine correspondence and reply as instructed.
 Receive telephone calls and direct as and where necessary.

3.  Arrange conferences and meetings.
 Maintain schedules and follow ups.
 Organize events both internally and externally.
 Maintain filing and inventory procedures.
 Leave management.
 Direct visitors to the office to appropriate staff members.
 Respond to teacher and students inquiries.
 Conducted sessions and meeting.
 Travel plan arrangement for board directors.
Additional Responsibilities
 Organizing department level activities , effectively communicate goals, discuss current issues,
motivate teams and ensure that a positive environment prevails on the floor.
 Have represented the department as Vice-Captain in site activities which involved
effective planning and organizing techniques in order to keep the productivity impact
at a minimum and sustainable level
 Have been part of department level initiative which required interaction and
influencing stakeholders with different levels of engagement and authority
 Process champ and SME
 Floor walker.
 Handling customer complaints and supervisory calls.
Key Achievements and Recognitions:
 Business area award 2015 for ownership.
 Business area award 2014 for unbelievable contribution.
 Business award UK for motivating self and others 2014 for Q1 and Q2
 Winner of faces skit 2014
 Hosted faces 2014
 Superior service award 2014 Q1
 Business award UK nominated 2013
 Team of the quarter award 2013
 Team of the year 2013
 Top performer award 2013
 Monsoon player winner gold and silver 2013
 Winner of faces skit 2013 (actor, writer, director)
 Business award UK winner 2010 (Rising Star)
 Superstar award 2009
 Star call award 2009

4.  Excellence award 2009
 US collection, highest customer compliments in department 2009
 Winner of faces skit 2009 (actor, writer, director)
 Certificate of excellence for achieving best results 2008
 Genie ideas was selected for process improvement in 2007
 Curtain raiser award for organizing cultural events for the department 2006
Academic & Professional Credentials
 MA Sociology
 MPHIL Sociology – University Topper
 MA English
Personal Profile
Name : Gladis Nair
Date of Birth : 08-11-1974
Marital Status : Married
Languages Knows : Hindi, English and Malayalam