Certified Gold Trainer | Proven Track Record in Client Management, Auditing, and Escalation Resolution
Specializing in U.S. and Canadian HR Shared Services, including Health & Life Insurance, HCM, Payroll, and Employee Relations
Skilled in International Remittances and Banking Transactions for FPS, Supporting Clients like Remitly
Proficient in Workday, Salesforce, Hinote, Paycom, HR Workways, and More
Overview
7
7
years of professional experience
7
7
Certifications
2
2
Languages
Work History
Training and Quality Supervisor
Full Potential Solutions (FPS)
2022.10 - Current
Leading quality operations at Remitly, overseeing 4 Quality Analysts, 2 Fraud & Risk Management Specialists and 2 trainers at FPS' Pune office
Conducted audits on Forex transactions and specialized in customer KYC and documentation review
Overseeing Training & Quality Projects across Pune & Davao Sites increasing audit sampling, overall site Quality score and Training throughput
Actively contributing in Collaborations, Weekly Calibration calls, Weekly and Quarterly Business Reviews, KYC Remediation and Process Compliance
Contributed to process improvement initiatives through analysis, FMEA, and RCA insights in client meetings and Calibration sessions, earning multiple recognitions
Assistant Manager
Wipro
2017.06 - 2022.05
As a Customer Service Representative (CSR), I managed communications for clients such as Alight, Cigna Corp., Glencore, Cintas, and Rockwell, handling calls, chats, and tickets
I excelled in managing OFS calls and leading team meetings and training sessions
Moving up to Assistant Manager, I focused on generating and analyzing reports, ensuring SLAs and TATs were met
Proficient in MS Office, I seamlessly integrated it into my workflow
Transitioning to the US Human Resources Shared Service Center, I addressed diverse queries including recruitment, onboarding, payroll, benefits, and employee relations, using platforms like Workday for leave management and compensation processing.
Education
MBA - Human Resources
Symbiosis School For Online & Digital Learning
Virtual
2001.04 -
Post-Graduate Diploma - Digital Marketing
MICA & Upgrad
Virtual
2001.04 -
Bachelor of Science - Hospitality Administration And Management
IHM Mumbai
Mumbai, Maharashtra, India
2001.04 -
XII -
Tiny Tots School
Sri Ganganagar, Rajasthan
2001.04 -
Skills
Customer Service
Time Management
Problem-solving Skills
Communication Skills
Reporting and Analysis
Operational Management
HR Proficiency
MS Office
Data Analysis
Team Leadership
Certification
Lean Six Sigma White Belt & Yellow Belt Certification (Six Sigma Academy Amsterdam: Virtual)
Awards
Wipro's Yearly Platinum Award
Wipro's Quarterly Awards i.e. Blaze & Fireball
FPS Most Valuable Player Award Q1 2023
FPS Supremacy Award March 2023
FPS Star Performer Q3 2023
Interests
Cooking
Movies & Music
Google Guide
Travelling
Timeline
Training and Quality Supervisor
Full Potential Solutions (FPS)
2022.10 - Current
Lean Six Sigma White Belt & Yellow Belt Certification (Six Sigma Academy Amsterdam: Virtual)
2022-09
Productivity and Time Management (Udemy)
2022-09
Managing a Customer Service Team (LinkedIn)
2022-09
Root Cause Analysis: Getting to the root of a business problem (LinkedIn)
2022-09
Business Process Improvement (LinkedIn)
2022-09
Communication within Teams (LinkedIn)
2022-09
Become a better Coach for your team (LinkedIn)
2022-09
Assistant Manager
Wipro
2017.06 - 2022.05
MBA - Human Resources
Symbiosis School For Online & Digital Learning
2001.04 -
Post-Graduate Diploma - Digital Marketing
MICA & Upgrad
2001.04 -
Bachelor of Science - Hospitality Administration And Management
IHM Mumbai
2001.04 -
XII -
Tiny Tots School
2001.04 -
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