• Responsible for the development, implementation of HR strategies, adherence to compliance requirements & processes to achieve business goals of GCC region.
• Manage the HR Operations function of outsourced employees from end to end, starting with reviewing and sign offer letters, ensure on-boarding of new employees is smooth, visa processing, day to day servicing, timely payroll processing, renewal of visa, separation formalities and recruitment.
• Assist the team in improving customer service level through regular analysis of feedback provided through surveys. Conduct team performance reviews and bi-annual appraisals.
• Maintain SLAs by managing operational concerns effectively to avoid any potential damage and avoid risk to the business.
• Successful implementation of ERP (Enterprise Resource Planning) project for integrated data management and providing business solutions.
• Managed various MIS responsibilities viz., weekly dashboard, attendance tracking, monthly performance reports, daily work tracker, etc that helped the team in effective utilization, process improvement and productivity tracking.
• Identifying any incremental risks to the business and act accordingly to ensure no/low impact to the business as per UAE Labour Laws.
• Ensured team is ever ready for MOL inspection and no risks identified till date.
• Liaise with internal departments to ensure that the client and employee expectations are met, while being compliant with UAE Labour laws.
• Recognized by management for good performance of team & as individual contributor and towards successful ERP implementation.

• Assist and supervise a team of 35 in achieving SLAs, providing leadership & technical support in analyzing and resolving issues, approving timesheets, scheduling and monitoring workloads to ensure all deadlines are met.
• Analyze, coordinate and implement solutions to daily operational issues.
• Worked closely with clients to understand their needs and implement an action plan towards process improvement.
• Have been handling various MIS responsibilities that helped the team in effective utilization, time tracking and production tracking.
• Have been appreciated by the Business partner for driving the project in building tool for better tracking of daily work and daily reporting.
• Assisted team with first hand trouble shooting for applications used and ensured the daily production runs smooth without any hindrance.

• Handled and maintained all required process related MIS reports effectively and efficiently in the additional role of being a MIS- SPOC.
• Changed the daily work tracking mechanism to suit the business requirements and put required controls to make sure the work-flow system runs smooth.
• Recognized for providing ideas to improve the process and efficiency of the team using Six Sigma tools. Drive Six Sigma within the process.
• Proactively identified a risk parameter in the process workflow which avoided potential loss to the organization.
• Constantly coordinated with sister site to ensure the process is consistently at 100% on SLA.
• Appreciated for addressing and simplifying operational challenges like work allocation, performance management tool, monthly one to one tool which has resulted in high monthly feedback scores from team.
• Awarded Star-Award for achieving consistent best performance

• Managed different teams in Customer Service (US and UK regions), Sales, Credit Cards & Fraud Chargeback specialists, towards achieving the business SLAs.
• Maintained high standards of quality within the team along with good productivity, while complying with the Banking guidelines. Successful in driving high customer experience scores for the team through constructive feedback and working with under performers on timely basis.
• Have handled the capacity plan of the process on daily basis to ensure optimum utilization of the resources in achieving the required targets. Managed the shrinkage of resources as required by the business.
• Planned cross training program to ensure staff is equipped with maximum work-queues to ensure that the resources are well utilized.
• Have worked with the team towards achieving the required productivity using the run-rate calculator and successfully lead important portfolios where any anomalies could lead to operational loss.
• Maintain and assist with MIS reports of the process

• Worked as a Telemarketing associate where different campaigns such as Yellow Pages, Small Business Organization (S.B.O) and T- Mobile.
• Appreciated by the Management for achieving consistent and excellent Quality.
• Based on my excellent performance as a telemarketing executive I was promoted as Verifier within 3 months
• As a group-coordinator, was responsible for coaching and training new agents, credit check, handle escalations and improve the performance new team members along with reporting.
• Prepared process hand-book for T-Mobile campaign to assist agents in answering customer queries and concerns more efficiently

Maths, Physics & Electronics