Bhawana Girotra

Talent Operations Manager (Jul'24 - Current)

• Working on recruitment and onboarding of talents in bulk for very high demand LLM projects for Non Code sector with various clients working directly with the Turing delivery team.
• Identified opportunities for process automation, leading to increased efficiency and reduced manual workload for staff members.
• Cultivated a positive work environment through open communication channels, encouraging collaboration, and fostering a culture of continuous improvement.
• Reduced equipment downtime by establishing preventive maintenance programs, improving overall system reliability.
• Managed daily operations, ensuring smooth workflow and optimal resource allocation across departments.
• Enhanced employee performance with focused training programs, coaching, and mentoring initiatives.
• Ensured regulatory compliance by maintaining up-to-date knowledge of industry standards and implementing appropriate policies and procedures.
• Balanced competing priorities in a dynamic environment, ensuring timely completion of tasks while maintaining high standards for quality and safety.
• Reduced operational risks while monitoring data to forecast performance trends.
• Handled escalations from problematic customers, clients and crossfunctional teams to assist team members and maintain excellent customer service.
• Regular feedback and guidance to team members to maintain high productivity and performance metrics.
• Reported issues to higher management with great detail to avoid any speculated escalations.

Fast Scaling Startup Team Manager (Jul'23 - Jun'24)

• Promoted to LLM Team Manager, responsible for recruiting and managing LLM Trainers for diverse non-technical roles across various client sectors
• Managing and overseeing the day-to-day operations of Fast Scaling Startups & Enterprise Clients
• Coordinate and lead a cross-functional pod, which include communicating with members from various departments XFN teams like engineering, marketing, sales, and product development
• Work on strategy and planning for the team
• Collaborate with company leadership to set objectives, key results (OKRs), and key performance indicators (KPIs) for the pod
• Outlining the priorities and tasks needed to achieve the set goals
• Performance monitoring for the team
• Work on resource allocation, capacity planning and adaptation of new process
• Reporting weekly and daily progress of the team
• Regularly analyze data and metrics related to the pod's performance and use this information to make data-driven decisions
• Liaising with other departments and defining process as per the client’s requirement.

Manual Vetting Coordinator Lead (Mar'22 – Jun'23)

• Responsible for overseeing a team of manual vetting coordinators who are responsible for manually reviewing and verifying profiles sent for manual vetting for clients.
• Responsible for ensuring that the vetting process is conducted accurately, efficiently, and in compliance with the platform's policies and guidelines.
• Responsible for training new vetting coordinators, developing and implementing new vetting procedures, and reporting on the results of the vetting process to management.
• Providing regular reports
• Conducting quality checks
• Ensuring accuracy and completeness
• Liaising with other departments and defining process as per the client’s requirement.

Senior Profile Enhancement & Enterprise Interview Specialist (Oct'21 - Feb'22)

• Crafted effective resumes and CVs, ensuring they highlight key skills, achievements, and experiences relevant to the developer’s desired career path.
• Updating the profile summary with most effective work keeping in mind the client’s requirements.
• Responsible for scheduling interviews of developers with internal interviewers and ensuring that the vetting process is conducted accurately, efficiently, and in compliance with the platform's policies and guidelines.
• Guiding developers with ways to upskill their resumes.
• Helping developers with feedback to prep for future interviews.
• Keeping SLA intact and managing cross-functional communication for smooth operation.

Member Engagement Specialist

• Worked as an individual with Mindhouse from, where the project is solely handled end to end by me
• Making sure that client is well aware of the product and is able to use it without any hassle
• Resolving any batch related issues and working with the support team to give best possible solution to the customer
• Also assisting operations team with any urgent changes to batch timing or instructors.

Quality Coordinator (Mar'19 - Jan'21)

• Working with the quality team to monitor calls for Executive club staff and come up with ways to make the customer experience better. Coaching the staff from time to time based on their requirements. Making sure that compliance deliverables are met and taken care of in order to keep the client’s and company’s data secure.
• Taking new staff through company’s compliance policy during the onboarding process and also while on the floor.
• Also supporting operations if required.

Customer Service Advisor (Jan'18 - Feb'19)

• Working as a Service advisor with Call BA
• Handling Executive Club members with BA for members registered across the globe
• Making sure that all the requirements are met for a member’s journey.

HR Direct Consultant

• This was a shared services role
• Managing internal employee HR related concerns over emails
• Managed multiple regions: North America, Madrid, Spain, Italy, France, South Africa and Latin America
• Resolving queries related to payroll, policies, leave management, medical and many more for Ericsson Employees based out of Madrid region and the USA
• Took new employees through the product training process.

Customer Relationship Advisor

• Responsible for retaining and upgrading the customer accounts with 3 Global Services UK.
• Managing Business customer Accounts over the phone and handling escalations as and when required.

Technical Solutions Representative

• Responsible for HP SMB clients with there IT assets
• Create traceability matrix, Maintain client infrastructure plan and IT requirements for the New business
• Work with Large business clients for the company in resolving notebook and network related issues
• Handle logged IT tickets on behalf of clients and make sure that mission critical situation is handled with in TAT given
• Managed 1 project by myself, without the assistance of a Team Lead
• Was directly liaising with the Business
• Conduct conference calls with different teams to ensure that TAT is met
• Remained an Active Member of employee committee at HP India.