Jilan Basha B has over 6 years of experience in health insurance and BPO industries. She currently works as a Senior Coordinator at Convergys India Services, where she coordinates between client teams and business operations. She has a variety of responsibilities including requirement gathering, data processing, report generation, and database maintenance. Previously, she held roles at Infosys, Magma FinCorp, and Hinduja Global Solutions, gaining experience in human resources, credit analysis, and claim processing.

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.