Analyst - ScaleneWorks People Solutions LLP - Bangalore, India
(2021-10 - 2022-03)
Having 6 Months of experience in HR end to end recruitment cycle. Have experience in recruiting for IT software, Engineering, Financial and Manufacturing positions. Have experience to recruit Software Engineers/Architects, Network/System/ Engineers, Web Developers, Web Designers, Quality Assurance/Test Engineers, Quality Engineer, Technical Program/Product/Project Managers, Development Managers, Business Analysts/Business Systems Analyst.
- Effectively recruit the candidates through Internet research, internal database, referrals, and other strategies
- Implement effective sourcing, screening and interviewing techniques
- Proper communication with candidates, schedule interviews and negotiation
- Maintaining the databases of profiles who are interested in Contract to hire jobs
Business Enabler - FUJITSU CONSULTING INDIA - Pune, India
(2006-01 - 2013-08)
- Prepare management reports and presentation to enable better sales activities for the management and ensure year-end targets are met
- Perform sales analysis such as forecast report, performance report, sales representative & business unit performance report and pipeline reports
- Data management in Salesforce by establishing processes and data cleaning activities
- Map the Salesforce features with the various sales processes to increase productivity and quality
- Develop custom reports and dashboard in Salesforce based on requirements
- Create users and provide access based on various profile in Salesforce
- Perform market research on companies the sales executive have targeted for better results by using tools like Hoovers, DNBi, InsideView, One source, DiscoverOrg to research on companies
- Improve existing processes to meet the demanding needs such as TAT and quality of reports
- Train team members in the new processes established and with new Salesforce features
- Worked on SharePoint to check/fix the discrepancies between SalesForce and Oracle data
- Worked as a QA for the team for controlling the defects caused while updating the information in Salesforce as well as for the emails which was sent as a response to the client requirements
- Served as the Single Point of Contact (SPOC) from Offshore for the CRM Helpdesk support for Salesforce.com
- Handling the SharePoint related requests sent by the US team & updating the data successful
Service Desk - FUJITSU CONSULTING INDIA - Pune, India
(2006-01 - 2013-08)
- Handling Hiring & Termination Process in Service Desk – Resource Management
- Create new login ids & provide access for new hires
- Terminate all the user access for termed employee
- Create new tickets and log issues under Remedy ticketing tool
- Resolve issues for onsite users regarding Timesheet and Expenses
- Troubleshoot technical issues over phone for onsite users
- Give access to user in Active Directory
- Served as first point of escalation for the client
- Escalated unresolved issues to second point of escalations
- Monitored that the response time was within the SLA
- Created and resolved the highest no. of tickets
IT Support/ IT Helpdesk - FUJITSU CONSULTING INDIA - Pune, India
(2006-01 - 2013-08)
- Provided support over the phone with a wide variety of software, information storage components, and general network and technical questions
- Shift Supervisor in the Technical Support team
- Called customer care and backup, and ensured that they were up-to-date
- Monitored ticket queue in Issue Track (Reqtrack) for Sev1 and Sev2 tickets
- Ensured that ticket was picked up by the consultant
- Monitored that the response time was within the SLA
- Ensured that frequent updates were given to the client offshore
- Ensured that periodic and significant updates on tickets were made into the work log
- Served as first point of escalation for the client
- Escalated unresolved issues to second point of escalations
- Handled incidents, problems, and requests for information, and also provided a route for users to interact with all IT processes, including change requests, procurement, service level management, and job scheduling
- Supported internal users of an organization's IT infrastructure
- Managed, coordinated, and resolved issues as quickly as possible, and recorded all issues
- Used FCIL's own web-based CRM tool Issue Track (Reqtrack)
Customer Service Associate - Infovision Group - Pune, India
(2004-11 - 2005-04)
- Getting the process updates in co-ordination with the client
- Supported Team Leader in developing reports
- Training the new joins
- Handling Inbound Calls & Making outbound calls regarding the updates
- Handling escalations
- Answer participant questions, as well as question customers to obtain full understanding of what information is being requested
- Document all calls with regards to customer enquire accurately using the call tracking system
- Defining Quality approach towards the business as per the Quality Levels
