This document contains the resume of R.Jothimani summarizing his professional experience. He has over 12 years of experience in customer service roles in industries such as HR shared services, banking, and telecom. Currently he works as an Executive focused on payroll and garnishment at Wipro Ltd where he ensures legal compliance and handles client interactions. He is proficient in various software applications and people management.

1. R.JOTHIMANI
Mobile:+91-98418 23329 / 89396 50344
Email: mani.mandrayar@gmail.com
_____________________________________________________________________________________
Build a successful career in a service industry where my skills can be utilized to provide best service. Aspiring for
assignments in HRSS.
SUMMARY:
An energetic service professional with overall 12years experience in service industry. HR shared service, Banking
back end customer service and Telecom customer service.
 Currently associated with HR Shared services off-shoring Organization WIPRO LTD with 7years of
experience in Operations and Service Delivery.
 Expertise in handling process related operations with key focus on optimal utilization of resources.
 Strong communication, interpersonal and analytical skills with a penchant for excellence.
 Ability to lead and manage the team
CORE COMPETENCIES:
 Management of operations related to Process and service delivery, MIS reports, quality assurance, client
management, training.
 Timely completion of adhoc business requirement. Timely response to emails.
 Determine training needs through quality checks, identifying training gaps & conducting coaching to
enhance operational efficiency of the entire team and/or department as applicable.
 Conducting continuous audits on MIS to ensure Compliance and sound functioning of the process .
 Analyzing employee’s feedback or complaints and implement measures to improve client satisfaction
levels.
 Ensure that the team adheres to all the quality tools and procedures at all times.
WORK EXPERIENCE:
1. Dec’09 till date with Wipro Ltd.
2. 21ST May’07 to 11th Dec’ 09 with IBM DAKSH
3. Dec’04 to Dec’06 with Vodafone Essar South Ltd.
08th Oct’16 to Till date as Executive (Payroll and Garnishment)
 Ensure Client SLA for all Garnishment Transactions
 Ensure that client operations adhere to required confidentiality standards for all forms of
documentation, and communications regarding client activities.
 Handles more extensive, high-profile legal default cases.
 Responsible for direct interaction with various state Courts, Attorneys, Law Firms, Vendo rs, Unit
HR's, Stores, Employees
 Trains New Hires in the team and those with lesser experience
 Individually owns the responsibility of closing all legal and critical cases.
 Independently handles all the daily, weekly and monthly activities Accurately and Timely Trouble
shooting all escalations received from Clients, Court attorneys and employees
 Sound knowledge in performance stack ranking and feed back to associates
 Payroll off cycle processing and validation

2. Dec’09 till date with Wipro Ltd.
Role: Dec’09 – Oct’15 Sr.officer (SME) Garnishment
 Dealing with US legal documents on Child support,Tax Levy, Bankruptcy, Writ and Wage
Garnishments
 Assist employees with their Payroll issues through emails and callback to onsite employees for
resolution
 Handling legal issues and research on root cause of employees’ complaint on payroll and other
queries
 Coordination with US Law Firm Officials, Sheriff office to ensure the correct Statute to be followed
 Guide HR/Managers to process various employment and payroll transactions through the process
related tools and resources.
 Assisting TL on preparing Weekly, Bi Weekly and Monthly volume reports and Dash Board Reports
 Conducting Weekly Calibration Session to discuss on the process updates, issues or challenges
 Updating Daily Work planner and allocating work to team based on volume
 Conducting process training for new hires
 Effective participation on Weekly and Bi weekly client touch base on dashboard reports and
knowledge sharing.
 Conducting weekly huddle with team to ensure the process knowledge gap to be filled.
SKILL SET:
 Extensive knowledge of all US state laws regarding garnishments and the maximum and
minimum DE limits
 Extensive knowledge in using PeopleSoft HRMS 9.1, Paper port Software
 Understand the client’s organizational resources,priorities, needs and policies and the impact
that process delivery has on the client organization
 Analyzes customer expectations and develop innovative solutions while assessing the
business and technical impact of such solutions
21ST May’07 to Apr’08 with IBM DAKSH
 Worked as Executive Operations – Telecom domain in IBM Vizag BU since 21st May 07 till April ‘08
Client - Bharti Airtel
Role:
 Assisting customers with their tariff plans and complaints on balance deduction clarifications
 Retaining customers on call from connection closure
 Interact with dealers and retailers about new product launch
 Worked as a Sr. Customer Service Executive (SME) - Banking IBM DAKSH Business Process,
Chennai since 12th Apr’ 2008 to 11th Dec’ 2009.
Responsibilities: Process Inbound – Banking Domain - Citibank
 Role: Group Lead for a team consist 10 members
 Assisting customers queries and issues on call
 Assisting the floor and taking escalation calls
 Scheduling for daily huddles for product updates and quality feedback

3. Dec’04 to Dec’06 with Vodafone Essar South Ltd.
Worked as Customer Support Executive in Vodafone Essar South Ltd. For the period of Dec. 2004-Dec'2006.
Responsibilities:
1. Resolving customers queries and issues of customers
2. Promoting new products and schemes updates to the customer.
3. Handling Dealers and Retailers queries and updates through online
4. Handling payment postings,collections for Vizag flagship store, averaging 30Lpm
5. Handling collection initiatives, like managing 2 self-service kiosk machines for customer touch points in
shop and corporate (HSBC).
ACHIEVEMENTS:
 Handled and successfully groomed floor walkers as a part of career progression.
 Received “THSAA Award” for the QTR 1 & 2 IN Vodafone.
 Received “Super Talented Achiever Award” for the QTR ending Dec'07 & 1st QTR –
IBM
 Received “Ekalayva” Award as quick leaner
 Received PBC 1 rating during the Assessment period.
 Received “SAMPARK ACHIEVER AWARD” for Employee Referral scheme,
introduced more than 15 people in IBM Vizag BU.
 Received “Best customer service executive award” for two quarters @ Wipro LTD
 Received “Top Employee referrer” for referring 30+ successfully referrals at WIPRO
Ltd.
 Received “Extra Miler Award” Twice in Wipro for client cost saving process
improvement identification.
 Received “Spot light” Award in WIPRO for new initiative for process improvement
 Received:” You Made Money” Award in WIPRO for saving $15,000
Certification:
Certified First Line Manager – By AON Hewitt Leadership Training Academy
EDUCATION:
B.Com., from A.V.V.M Sri Pushpam College, Tanjore 1999.
M.Com., from A.V.V.M Sri Pushpam College, Tanjore 2001.
Software Proficiency:
Operating Systems : Windows'07-08
Packages : MS Office 2007-08, D.E.C., D/E-Com, Tally 5.4 (A/CS) Ex-NGN
Applications currently working: PeopleSoft / HRCMT / MCDB

4. PERSONAL DETAILS:
Father's Name : Mr.M.Ramalingam
Sex : Male
Marital Status : Single
Religion : Hindu
Nationality : Indian
Languages Known : English, Hindi, and Telugu & Tamil