NIKITHA SAIRA ALEX
Kerala,
Summary
- Dynamic and detail-oriented professional with experience in human resources, customer service, and operations management. Proficient in talent acquisition, employee onboarding, and recruitment lifecycle management.
- Experienced in ticket management, supplier relationship management, managing complex client projects related to employee onboarding, SLA adherence, ensuring accurate categorization, prioritization, and resolution of client-escalated issues. Proficient in collaborating with cross-functional teams to troubleshoot and resolve complex problems while maintaining high client satisfaction levels. Strong background in providing regular updates to stakeholders fostering strong client relationships, ensuring transparency and efficiency in ticket lifecycle management.
Overview
2
2
years of professional experience
Work History
Operations Specialist- Onboarding
Accenture Solutions Private Ltd
Bengaluru
01.2023 - 03.2024
- Worked as an Operations Specialist for one of the biggest clients of Accenture assisting with:
- Managing ticket lifecycles resolving 100+ tickets per month within SLA time frames
- Reduced ticket resolution time by 30- 40 % through process improvements
- Ensured accurate ticket categorization, prioritization, and SLA-compliant resolution
- Provided regular updates on ticket status, enhancing client satisfaction and transparency
- Served as primary liaison for clients, collecting detailed requirements for issue resolution
- Assisted in project creation and management, ensuring alignment with client requirements
- Handled projects involving purchase order and work order management, ensuring accurate documentation, timely approvals, and vendor compliance
- Collaborated with internal teams to address multi-faceted issues logged in the tickets, ensuring cohesive efforts toward resolution
- Partnered with technical and cross-functional teams to troubleshoot and implement solutions
- Client Education - Provided guidance and training to clients on utilizing tools, systems, and platforms effectively
HR Service Delivery Associate- Talent Acquisition
Accenture Solutions Private Ltd
Bengaluru
07.2022 - 01.2023
- Managed onboarding processes across nearly all stages of recruitment lifecycle, including assisting candidates with job application process, employee documentation, orientation scheduling, resolving payroll related queries
- Developed and maintained a knowledge base on job-specific requirements, helping candidates make informed decisions about their roles and expectations
- Addressed inquiries about roles, responsibilities, compensation, and ensured seamless integration into the workforce
- Collaborated with cross-functional teams, to resolve complex issues ensuring timely and accurate support for candidates
- Assisted in high-volume recruitment, managing 150+ candidates monthly with job application and related queries while maintaining attention to detail and meeting deadlines
- Resolved challenges thoughtfully to build trust and provided a positive hiring experience
Education
Master's Degree - Physics
M G University
KeralaBachelor's Degree - Physics
MG University
KeralaSkills
- Employee Onboarding and Recruitment Coordination
- Talent Acquisition & Background Checks
- Strategic Sourcing
- Human Resource Information Systems
- Ticket Managing Systems
- Data Analysis & Reporting
- Project Management & Supplier Relationship
- Client Training & Relationship Management
- Service-Level Agreement (SLA) Adherence
- Process Improvement and Analytics
- Problem-Solving & Critical Thinking
- Excellent communication & Interpersonal Skills
- Microsoft Office Suite
- Excel
- Word
- PowerPoint
- Outlook
Awards & Recognition
- Won Encore Award FY23 - For consistently upholding the Accenture Core Values and for making significant contributions in the areas of client delight, operational rigor, engagement championship and people advocacy.
- Rising Star Award - For delivering consistent month on month performance, keeping all the SLA's green.
Timeline
Operations Specialist- Onboarding
Accenture Solutions Private Ltd
01.2023 - 03.2024
HR Service Delivery Associate- Talent Acquisition
Accenture Solutions Private Ltd
07.2022 - 01.2023
Master's Degree - Physics
M G University
Bachelor's Degree - Physics
MG University
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