Geeta

Dynamic and Result oriented professional with 8+ years of Experience and Exposure in Process Management, Process Improvement, Process Quality Analysis, Market Research, Client Management, Escalation management and MIS.

Possessing

Ability to Lead, Co-ordinate and Manage Teams. Has experience of single-handedly gathering & analyzing Client requirements, ensure Implementing & Executing Processes and handling escalations.

Excellent

Communication and Client Facing ability with experience of interacting with clients based out of different Geographies. Knowledge of SAP SuccessFactors Employee Central configuration, including Foundation Objects, Position Management, Business Rules, Workflows, Role-Based Permissions, Data Models, Reporting, Data Import/Export, and Employee Lifecycle Management. Familiar with Employee Central administration, security, data management, and system configuration.

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

MBA - Human Resources - UBI Business School, Brussels

BS of Arts - Economics - Pune University, India