ARUN V RAJAN
Associate Manager
Bengaluru
Summary
Qualified Project Manager offering a record of successful job performance, proven problem-solving ability and experience developing and implementing innovative solutions.
Overview
17
17
years of professional experience
1
1
Language
6
6
years of post-secondary education
Work History
Experience Associate Manager
EYGBS (India) Pvt Ltd
Cochin
11.2017 - Current
- Technology Consulting
- Currently supporting Technology Consulting, specifically on Power & Utilities and IBM Alliance portfolio, primarily working as a Project Manager on multiple reports on Sales Pipeline and Wins, connecting regularly with key account leads by following in regular intervals, creating dashboards for leadership, SharePoint development and maintenance. Created interactive playbook for multiple competencies within Technology Consulting, developed solutions and assets register and initiating Cross Sector and Cross Service Line connects for better impact on projects
- Worked flexible hours across night, weekend and holiday shifts.
- Assurance
- Support Audit Project team managers with tasks which focuses on feedback related to audit performed on various clients
- Worked with Audit managers to ensure they update the engagement/project/milestone tickets on a daily basis and ensured to review engagement outliers and work along with them to find action plan
- Prepared reports related to feedback on multiple engagements on different regions and delivered it to leadership on a weekly basis
- Public Relations - US and Entrepreneur Of The Year (EOY) program
- Supported US Public Relations team with 1 FTE reporting directly within different sectors, regions and service lines, working along with 25+ stakeholders on multiple projects
- Handled Public Relations reporting which includes monthly, quarterly and Annual reports
- Support US PR Communications Report, sending bi-weekly newsletter which includes media coverage and other activities to US Communications and Marketing team
- Update ‘EY in the news’ SharePoint page twice a week, focusing on EY pride news
- Additional tasks include posting press releases, BRET submission, submit content created for approval to US SCORE, approval of LinkedIn blogs, research on topics, preparing PowerPoint Presentation and Minutes of Meeting for stakeholder call, media tracking, Book of List survey.
- Acted as Client focal point and maintaining regular Client communication and acting as a single point of escalation for general Client questions
- Managed administrative tasks and updates like Media and Daily news and alerts throughout programme year
- Work along with onshore and creative team to ensure that key monthly newsletters are innovative, fresh, and rich in content and client focused and client useful
- Support all aspects of event management (EOY) including attendee management process, drafting invitations, creating name badges, on day logistics and preparing, downloading, and circulating status reports
- Worked with internal stakeholders and marketing contacts to coordinate client invitation and nomination process
- Carried out extensive research on programme entrants for EOY programme
- Set up schedule, monitoring attendee status, preparing minutes of meeting, chasing responses and coordinating agenda items for regular EOY Partner Sponsor and All Hands team calls
- Supported onshore Manager with co-ordination of aligned campaigns by proactively driving specific elements such as videos, podcasts, web presence and social media to a time critical deadline
- Handled team of 4 associates, ensured tasks are assigned according to workload and on priority basis, ensuring that productivity is at par with company standards by allocating work and trainings conducted on timely manner.
Team Leader
NGA HR India Pvt Ltd
Cochin
09.2013 - 11.2017
- Responsible in managing and responding to Client queries within specified TAT
- Led team of 17, 5 and 6 members for three different line of business while providing exceptional customer service
- Managed Call Volume and making sure team is adhering to SLAs
- Prepared reports for ISO 9001:27001 and responsible in maintaining documents for ISO quality audit
- End user knowledge in Success factor
- Managed Client trainings and making sure team is adhering to schedules
- Identifying errors on payroll through stringent Quality monitoring and make amendments before payment deadline, so employee wages are not impacted and ensured calls are not abandoned by monitoring queue on every interval
- Lead and supervised payroll team, co-coordinating daily activities and prioritizing workload
- Ensured Client requirements are fully understood by payroll team
- Coordinated with payroll manager to ensure delivery of payroll team goals and objectives
- Acted as Client focal point and maintaining regular Client communication and acting as single point of escalation for general Client questions
- Ensured strict compliance with regulatory deadlines and data protection regulations
- Identified bottom performers through stack ranking and coach them till team gain competence. All changes are done in SAP Success factor
- Identified training requirements and assisting payroll team members with continuous career development
- Maintained KPIs for team and giving regular feedback to ensure their career growth in system.
- Cross-trained and provided backup support for organizational leadership
- Assisted with new hire processing and existing training programs
Team Leader
Convergys India Services Pvt Ltd
Bangalore
05.2007 - 08.2013
- Collecting customer feedback and make process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Maintained up-to-date records at all times
- Worked with management to ensure appropriate changes were made to improve customer satisfaction
- Formulated and enforced Service Center policies, procedures and quality assurance measures
- Achieved customer satisfaction rating of 75% within 2 months, exceeding corporate target which is 70%
- Provided cross training to 20 staff members
- Assisted with development of call center's operations, quality and training processes
- Monitored daily activities of 30 customer support agents
- Provided detailed monthly departmental reports and updates to senior management
- Resolved customer questions, issues and complaints
- Recommended changes to existing methods to increase accuracy, efficiency and responsiveness of customer service department
- Motivated team to achieve high standards and KPI targets
- Maintained Attrition, Shrinkage and absenteeism percentage
- Identified bottom performers and coaching them till team gain competence.
Customer Service Executive
Reliance Infostreams Pvt. Ltd
Mumbai
08.2005 - 03.2007
- Part of customer services team for Reliance India Mobile
- Primarily handled consumer collection calls with volume of 120+ calls.
- Making outbound calls to customer regarding their bill payment for services availed
- Resolved customer queries, requests and complaints over phone
- Corresponded with delinquent customers to collect payments and make billing arrangements
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue
- Asked open-ended questions and researched issues in system to resolve various customer billing errors
Education
Pursing Project Management Professional Certification - Project Management
Project Management Institute
09.2021 - Current
B. Com - Commerce
Dr. CV Raman University
Bilaspur, CT 06.2008 - 05.2011
Pre-Degree Course - Commerce
Calicut University
Calicut 06.1998 - 05.2000
Skills
Client and Stakeholder management Proficient with Microsoft Office Suiteundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Pursing Project Management Professional Certification - Project Management
Project Management Institute
09.2021 - Current
Experience Associate Manager
EYGBS (India) Pvt Ltd
11.2017 - Current
Team Leader
NGA HR India Pvt Ltd
09.2013 - 11.2017
B. Com - Commerce
Dr. CV Raman University
06.2008 - 05.2011
Team Leader
Convergys India Services Pvt Ltd
05.2007 - 08.2013
Customer Service Executive
Reliance Infostreams Pvt. Ltd
08.2005 - 03.2007
Pre-Degree Course - Commerce
Calicut University
06.1998 - 05.2000
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