HEMAMALINI K

• Managed end-to-end post-sales support for a portfolio of 50+ contractors, covering the entire process from Statement of Work (SOW) to candidate onboarding, performance evaluation, timesheet tracking, invoicing, and payment collection
• Improved client satisfaction by 20% through proactive performance monitoring and timely resolution of issues
• Reduced payment delays by 15% by streamlining timesheet tracking and invoicing processes
• Acted as the primary point of contact for clients, ensuring smooth communication and addressing concerns to maintain strong customer relationships
• Managed procurement processes with an annual spend of $5M, ensuring 100% compliance with financial protocols, including vendor selection, contract negotiation, and purchase order approvals
• Ensured accurate invoice processing, vendor payment cycles, and maintained compliance with financial protocols
• Conducted regular audits to ensure the accuracy of procurement and payment documentation, ensuring full compliance with internal standards and external regulations

HR Onboarding and Offboarding

• Overseeing onboarding processes for both on-roll and staff augmentation resources.
• Facilitating smooth offboarding, including exit interviews and documentation handover.
• Collaborating with recruitment and finance teams for timely processing of final settlements.
• Initiate and execute BGV process for internal and external consultants
• Create and publish Leave Policy for US and India
• Manage Group insurance policy for employees
• Leading salary discussions for new hires, ensuring alignment with market standards and budget constraints.
• Negotiating pay structures for staff augmentation contracts to optimize cost-efficiency.
• Coordinating with the finance team for payroll accuracy and consistency.
• Salary Process for both India and US Employees and External Consultants
• Managing recruitment processes by posting job openings on platforms like Freshteams, Naukri, and LinkedIn.
• Ensuring compliance with SOC 2, ISO 27001, and GDPR standards.
• Monitoring HR compliance, including HIPAA adherence for sensitive information handling.

Staff Augmentation Services

• Overseeing deployment of resources for staff augmentation projects.
• Ensuring timely fulfillment of resource requirements for client engagements.
• Audit and Approve Timesheets for External consultants, Internal consultants
• Handle Contractor client dispute resolution
• Building and maintaining a pool of pre-vetted talent for quick deployment.

Stakeholder Management

• Foster strong partnerships with internal and external stakeholders to ensure alignment with organizational objectives.
• Act as a central point of communication between HR, Finance, IT, Delivery teams, and customers to streamline workflows and address challenges.
• Engage with customers to understand their requirements, provide updates on deliverables, and ensure satisfaction throughout the engagement lifecycle.
• Mediate and resolve issues between stakeholders and customers, ensuring smooth project execution and service delivery.
• Set realistic expectations for both internal teams and customers regarding timelines, deliverables, and project outcomes.
• Ensure adherence to terms outlined in NDAs, MSAs, and SLAs, providing transparency and accountability to all parties involved.
• Regularly gather feedback from stakeholders and customers to identify areas for improvement and align future strategies.
• Share updates on project status, operational metrics, and compliance adherence with stakeholders and customers.
• Partner with stakeholders to identify inefficiencies and implement process improvements to enhance service delivery.
• Build credibility by delivering on commitments, maintaining open communication, and addressing concerns promptly.

Team Leadership and Training

• Managing teams across operations, HR, IT, and finance to ensure alignment with organizational goals.
• Organizing regular training sessions to upskill staff in alignment with business objectives.
• Tracking performance metrics and conducting reviews to ensure consistent delivery excellence.

Reporting and Compliance

• Preparing MIS reports to track operational efficiency, financial performance, and resource utilization.

IT Administration

• Handling the issuance and tracking of IT assets during onboarding.
• Managing the return, inspection, and reallocation of assets during offboarding.
• Ensuring proper documentation of asset handovers for accountability.
• Admin for Freshteam, Freshdesk, Hubspot, Microsoft family, Seamless AI, Gsuite – Responsible for creating and deleting users and Access control

• Provided academic counseling and guidance to undergraduate students regarding the Post-Graduation Diploma in Management Studies (PGDM) program offered by the B-School.
• Managed the end-to-end admission process
• Created and maintained detailed student profiles for record-keeping and tracking purposes.
• Promoted the B-School's brand through strategic digital marketing campaigns, email marketing, and advertising efforts.
• Prepared and analyzed Management Information System (MIS) reports to support decision-making and operational efficiency.
• Played a key role in the development and implementation of new MBA, MCA ODL (Open and Distance Learning), and Online programs.
• Supported the promotion and enrollment process for these programs, ensuring alignment with institutional goals and student needs.
• Worked closely with stakeholders, including faculty, management, and external partners, to achieve full enrollment strength for various programs.
• Engaged with enrolled students to ensure a smooth onboarding process and address their academic and administrative concerns.

• Built strong relationships with new customers by delivering a "WOW Experience" and ensuring high satisfaction.
• Coached and enabled the team to handle customer queries professionally and courteously within specified Turnaround Times (TATs).
• Managed backend operations for customer complaint resolution, ensuring timely follow-up and performance tracking.
• Monitored team performance, provided feedback, and ensured individual targets and deadlines were met.
• Collaborated with internal stakeholders (Customer Care, Sales, Commercial, Finance) to support customer query resolution and improve service delivery.
• Partnered with stakeholders to identify and implement process improvements for enhanced efficiency.
• Prepared and presented performance reports, budgets, and management information to senior leadership.
• Conducted due diligence on property-related documents and vetted legal agreements.
• Analyzed customer documents to identify potential issues and resolve them proactively.

Key Skills:

• Customer Training & Support: Delivered training and support for cloud-based software solutions.
• Team Management: Led teams of engineers and sales representatives across multiple locations.
• Sales Operations: Managed backend sales processes and customized software solutions.
• Technical Support: Oversaw technical support for international and domestic customers.
• Product Customization: Collaborated with developers to create tailored software modules based on customer requirements.
• Cross-Functional Collaboration: Worked closely with sales, engineering, and development teams to deliver customer-centric solutions.

Roles and Responsibilities:

• Customer Relations Management:Managed and maintained strong relationships with clients to ensure high levels of customer satisfaction.
  
• Team Leadership:Led a team of 10 engineers in Chennai and 5 engineers in Cuddalore, providing guidance and ensuring efficient service delivery.
  
• Sales & Support Coordination:
  Oversaw end-to-end sales and support for a wide range of IT products, including:Hardware: Servers (HP, IBM, DELL), Desktops (HP, Acer, Lenovo), Routers, VPN & Firewalls (Cisco, Sonicwall, Anexgate, etc.)
  Wireless Products: Motorola Canopy, TPLink, SMC Hotspot, etc.
  Software Solutions: Microsoft Server OS, Symantec Endpoint Protection, McAfee.
  Storage Solutions: AMI-IP NAS and SAN storage.
  Surveillance Systems: IP-based DVR and Cameras.
  
• Project Implementation & Support:
  Coordinated and managed the implementation of various IT solutions, including:Leased Line, VPN & Wireless Projects: Managed key projects like leased lines for NLC Corporate Office, Sakthi Sugar, VPN and wireless for SKC, and wireless for Sumimotherson Group.
  Wireless Backhaul: Led the 100Mbps backhaul wireless connectivity project from the mine to the administrative office at NLC.
  Symantec Endpoint Protection: Implemented security solutions for companies like Magnum Clothing, Sundaram Dyancast, and Best and Crompton.
  Conference Hall Wireless Solution: Delivered a complete wireless solution for NLC’s conference hall.
  
• Post-Sales Support:Ensured timely post-sales support and issue resolution, maintaining continuous client satisfaction and system performance.
  
• Cross-Functional Coordination:Worked closely with sales, technical, and operational teams to deliver high-quality IT solutions and services.