Niveda Naganathan
Bangalore
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Accomplished HRBP with 07 years of experience leading human resources operations and organizational planning. Well-versed in employment laws, performance appraisals, salary structure and benefits program management. Seasoned expert at protecting company interests and building successful office culture to promote employee retention and performance.
Overview
21
21
years of professional experience
Work History
HR Executive - HRBP
Founding Years Learning Solutions (KLAY)
Bangalore
11.2022 - Current
- Regularly updated HR databases to reflect employee information, changes in benefits and other details
- Worked with department managers to assess needs
- Facilitated delivery of HR services by establishing and maintaining positive relationships with teams and leadership across organizations
- Recruited and trained new employees to manage overall talent acquisition
- Met with current and leaving employees to conduct surveys and determine areas in need of improvement
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation and benefits processes
- Created a comprehensive orientation program to acquaint new employees with company programs, guidelines, policies and procedures
- Researched, identified and maintained knowledge of labor regulations, legal requirements and government reporting regulations.
Centre Director
Founding Years Learning Solutions (KLAY)
Bangalore
02.2018 - 10.2022
- Responsible for operational efficiency & service delivery; First point of contact for escalation from parents (customers); Accountable for the Quality & Service consistency of the Centre; Coach the team for individual development & quality of center leadership; Accountable for staff efficiency at center level & overall retention rate of the center; Co-Own revenue targets profit and loss of Centre with business team
- Cultivated and maintained relationships to promote positive work culture
- Guided and motivated staff to drive maximum performance
- Developed and presented new ideas and conceptualized new approaches and solutions
- Worked with department managers to formulate annual budgets.
Assistant Manager Business Transformation
Firstsource Solution Ltd
07.2015 - 02.2017
- Expertise in speech and text analytics for contact center metrics i.e Customer satisfaction, First contact resolution, complaints, customer journey, website enhancement and driving self-serve; Driving multiple projects using different analytics tools – Verint; Managing social media analytics projects; Delivering integrated solution across different channels of interaction i.e Speech, web chat, emails, forum and customer surveys; Responsible for end to end delivery for various projects.
Sr. Executive – Service Quality & Customer Interaction
Firstsource Solutions Ltd
01.2010 - 07.2015
- Driving Quality assurance delivery for multiple programs; Deploy the service quality framework and measure quantitative, qualitative results, track progress and improvements; Identify customer satisfaction indicators across various processes and align internal measurement to capture customer experience; Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Assistant Manager Quality Assurance
Firstsource Solution Ltd
07.2007 - 07.2015
- Responsible for conducting root cause analysis regularly and facilitate improvement plans for the Operations Manager/Team through customer insights; Conduct weekly reviews with the clients and the internal management teams; Designing and Update Process documents; Identify and report on key trends from quality evaluation activity, make recommendation and communicate findings; Identify training requirements and measure effectiveness; Leading, training and monitoring performance of the team members for maintaining excellence in service operations and personal development; Conduct Performance appraisals on monthly basis as well as annual appraisal to review & agree upon future goals and career paths.
Executive – Service Quality
Firstsource Solutions Ltd
07.2007 - 01.2010
- Established procedures and quality standards
- Supervised and guided inspectors, technicians and other staff
- Established product specifications and quality assurance practices
- Troubleshot product issues and fixed problems
- Trained and mentored project leaders to drive culture change toward total quality mindset across production continuum
- Managed continuous improvement strategies to improve manufacturing margins and reduce costs.
Associate – Service Quality Analyst
Firstsource Solutions Ltd
04.2005 - 07.2007
- Interpreted test results, compared to specifications and control limits and recommended data for release
- Monitored and upheld safe operating procedures and clean area mandates to meet regulatory requirements
- Trained employees in proper equipment use and product testing procedures.
Customer Service Associate
Firstsource Solutions Ltd
06.2003 - 04.2005
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Consulted with customers regarding needs and addressed concerns
- Addressed inquiries, resolved customer issues and managed customer relations.
Education
Bsc Chemistry Botany And Zoology -
Mount Carmel College Bangalore
PGDHRM -
Mysore University
Skills
- Staff Compensation
- Payroll Coordination
- Training Programs
- Training Leadership
- Human Resources Management
- Payroll Administration
- Policy Implementation
- Staff Supervision
- Strategic Planning
- Recruitment Strategies
- Background Checks
- Training programs
- Payroll coordination
- Compensation Structuring
- Employee Relations
- Succession Planning
- Workers Compensation
- Exit Interviews
- Program Development
Accomplishments
- Received special recognition from UK Client as the Best team Manager for exceptional support for increasing the service delivery of the centre
- Extra Miler of the month
Career Progression
Contact Center Analytics/ Customer Insight ~ Quality Assurance/Business transformation, 17+ years in Telecom,Media Banking and Insurance across Geographies, Quality Assurance, Business Process Improvement, Client Relationship Management, Data mining, Exceptional communication, Presentations, Mentoring, Leading teams
Timeline
HR Executive - HRBP
Founding Years Learning Solutions (KLAY)
11.2022 - Current
Centre Director
Founding Years Learning Solutions (KLAY)
02.2018 - 10.2022
Assistant Manager Business Transformation
Firstsource Solution Ltd
07.2015 - 02.2017
Sr. Executive – Service Quality & Customer Interaction
Firstsource Solutions Ltd
01.2010 - 07.2015
Assistant Manager Quality Assurance
Firstsource Solution Ltd
07.2007 - 07.2015
Executive – Service Quality
Firstsource Solutions Ltd
07.2007 - 01.2010
Associate – Service Quality Analyst
Firstsource Solutions Ltd
04.2005 - 07.2007
Customer Service Associate
Firstsource Solutions Ltd
06.2003 - 04.2005
Bsc Chemistry Botany And Zoology -
Mount Carmel College Bangalore
PGDHRM -
Mysore University
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