Summary
Overview
Work History
Education
Skills
Timeline
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Harshini Desham

Mundelein,IL

Summary

Dedicated and customer-focused professional with around 3 years of experience with a strong background in Customer service, issue ownership, project management, and operational excellence. Skilled in analytical thinking, continuous improvement, collaboration, and adherence to compliance. Experienced in managing priorities, initiating process improvements, and driving customer satisfaction. Proactive problem solver with a focus on operational efficiency and project outcomes.

Overview

3
3
years of professional experience

Work History

Associate Specialist Administration

Abbott Laboratories
Lake Bluff, IL
11.2023 - Current
  • As the Junior HR Professional, supported areas of focus within compensation, benefits, leave of absence administration, talent acquisition, or HR operations administration with basic knowledge of HR principles
  • Worked with supervision and guidance from experienced specialists or managers
  • Assigned projects were smaller in scope and complexity
  • Took ownership of the customer experience and maintained composure in difficult situations
  • Responsible for managing priorities, issue and escalation management and recovery, initiating process improvements, and accountable for project outcome and deliverables
  • Demonstrated analytical and critical thinking abilities
  • Listened, gathered, and identified process improvement opportunities to address customer needs and drive internal process efficiencies
  • Program administrator with initiative and proactiveness to move the selected scope of work with a degree of greater complexity
  • Ensured compliance with company policies and procedures related to customer service operations.
  • Handled customer inquiries via phone, email or chat support systems.
  • Monitored customer satisfaction levels through surveys and other methods to ensure highest quality standards are met.
  • Researched potential solutions for customers' problems utilizing available resources.
  • Collaborated with peers in own function of HR Services and collaborating with PCs, BHR, and Finance
  • Supported associates/specialists to troubleshoot and resolve customer escalations
  • Identified process and service gaps, roadblocks to quality customer service, and program management
  • Promoted adherence to compliance.

IS Associate Analyst

Medline Industries LLC
Mundelein, IL
06.2021 - 05.2023
  • Managed priorities, issues, and escalations; initiated process improvements; accountable for project outcomes and deliverables
  • Assessed data from multiple sources, identified impacts, understood interdependencies, and proactively solved challenges
  • Listened, gathered, and identified process improvement opportunities to enhance customer satisfaction and internal process efficiencies
  • Program administrator for a selected scope of work, collaborating with peers in HR Services and other departments
  • Initiated and implemented process improvements to enhance customer service and internal efficiencies
  • Led HRSC activities with a focus on excellence and customer satisfaction aligned with GHRS vision and Pillars
  • Collaborated with cross-functional teams including BHR, Finance, Payroll, ER, and Legal to resolve customer escalations
  • Participated in the development and implementation of key GHRS projects
  • Monitor security compromises and analyze indicators for potential threats
  • Conduct first-level response to security breach and compromise indicators, ensuring timely remediation
  • Log and document event responses in accordance with security operational procedures
  • Collaborative Projects: GHRS Key Projects: Actively participated in the development and implementation of key projects on behalf of the Service Center
  • Global Collaboration: Collaborated effectively with SC peers, GHRS colleagues, and the broader HR community to ensure seamless operations
  • Evaluated current systems and software applications for process improvement opportunities
  • Researched best practices in industry standards for benchmarking purposes
  • Identified areas of potential risk associated with proposed initiatives
  • Created reports detailing findings and recommendations
  • Participated in regular meetings with management to assess and address issues and identify and implement improvements
  • Delivered analytic support to identify high-priority opportunities and prospective clients to build pipelines
  • Managed inbound and outbound calls, providing exceptional information and support to customers
  • Utilized a comprehensive database to access customer and company data, ensuring accurate and prompt responses to inquiries
  • Demonstrated a high level of attention to detail and the ability to follow precise instructions, utilizing various resources effectively
  • Consistently displayed patience, tact, empathy, and excellent problem-solving skills, maintaining a professional and reassuring voice quality
  • Efficiently organized and handled a high volume of calls with precision and speed
  • Proficient in working with complex computer applications and resource materials, including Windows, Mac, DOS, and other environments
  • Utilized PC software products such as One Note, Excel, and MS Word to document and manage customer interactions.

Education

Masters in Computer Science -

Jawaharlal Nehru Technological University

Skills

  • Proficiency in HR service technology tools: Avaya, Salesforce, Zendesk, Workday
  • Strong problem-solving and analytical thinking abilities
  • Excellent written and verbal communication skills in English
  • Project management support and self-directed approach
  • Resourceful, culturally aware, and adept at multitasking
  • Empathetic, with strong attention to detail and emotional intelligence
  • Security analysis, Incident response, Event logging and Documentation
  • Evidence-Based Decision Making
  • Risk Analysis & Excellent problem-solving skills
  • Team Collaboration and Leadership
  • Proficiency in One Note, Outlook, Excel, and MS Word
  • Proficient in using various computer applications and operating environments like Mac and windows

Timeline

Associate Specialist Administration

Abbott Laboratories
11.2023 - Current

IS Associate Analyst

Medline Industries LLC
06.2021 - 05.2023

Masters in Computer Science -

Jawaharlal Nehru Technological University

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Harshini Desham