HANORAH BOND
Team Manager
Hyderabad
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 12 years of extensive leadership experience in customer service and operations. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Confident in oral and written communication skills paired with excellent time management and leadership abilities. Problem-solver with talents for team building, leading and motivating, as well as excellent relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
1
1
Language
Work History
Team Manager
Amazon Development Centre India Pvt Ltd
Hyderbad
07.2020 - Current
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Developed and delivered new hire transition training and quality assurance programs.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Facilitated meetings to communicate team performance goals and results.
- Reviewed operations reports to understand numbers and trends.
- Developed systems to track and log work issues.
- Accomplished multiple tasks within established timeframes.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
ERC Trainer
Amazon Development Center India Pvt Ltd
Hyderabad
07.2017 - 07.2020
- Core responsibilities & Job Objectives as Trainer, Responsible for introducing new hires to Amazon’s culture, and work hand in hand with ERC Associates, Specialists and Managers in driving growth in the ERC
- Deliver new hire training and identify needs for ongoing training
- Making sure the training materials are up to date based on the current changes in the process
- Have mentored and coached training assistants and process mentors
- Worked on tight deadlines
- Scheduled and taught in class and online courses to increase learning opportunities especially during the pandemic virtually
- Quickly adapted training plans for business needs, keeping timelines, budgets and desires in mind.
- Supported productivity increase and business growth through new hire training and mentoring.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Implemented new training courses after assessing data and identifying employee weaknesses.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Maintained records on attendance and participation.
- Developed effective training manuals, modules and teaching aids.
- Collaborated with management to identify company training needs and scheduling.
ERC Specialist- HR Services
Amazon Development Centre India Pvt LTd
Hyderbad
09.2014 - 06.2017
- Collaborated with team members to achieve target results.
- Investigated payroll variances and to resolve paycheck related issues for US employees
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
- Documented and processed all garnishments for bankruptcies, student loans and child support orders.
- Developed and maintained internal control processes, document procedures, identification of areas to improve internal controls and implementation of policy change.
- Offered payroll-related subject matter expertise to management and employees to resolve payroll discrepancies.
Process Associate
GENPACT
Hyderbad
04.2015 - 09.2015
- Identified and resolved process issues to drive optimal workflow and business growth.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Escalation Specialist
GE Global Servicing Private Limited
Hyderabad
01.2011 - 01.2015
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Executive
HSBC Electronic Data Processing India Pvt. Ltd
Hyderabad
04.2008 - 09.2009
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
Education
Intermediate -
Sri Chaitanya junior college
SSC - undefined
St Alphonsa’s high school
B.Com Graduate -
Monad University
Skills
Nationality/ Religion:Indian/ Christianundefined
Accomplishments
- Achieved dazzler award during the role of ERC specialist for meeting all the metrics with accuracy and efficiency.
- Trained 12 batches globally on a virtual basis during Pandemic
- Collaborated with team of 12 to do a training need analysis for performance improvement.
Timeline
Team Manager
Amazon Development Centre India Pvt Ltd
07.2020 - Current
ERC Trainer
Amazon Development Center India Pvt Ltd
07.2017 - 07.2020
Process Associate
GENPACT
04.2015 - 09.2015
ERC Specialist- HR Services
Amazon Development Centre India Pvt LTd
09.2014 - 06.2017
Escalation Specialist
GE Global Servicing Private Limited
01.2011 - 01.2015
Customer Service Executive
HSBC Electronic Data Processing India Pvt. Ltd
04.2008 - 09.2009
Intermediate -
Sri Chaitanya junior college
SSC - undefined
St Alphonsa’s high school
B.Com Graduate -
Monad University
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