SHARON CATHLINE D'CRUZ

• Supporting Operations for landings into HCAM Countries in Europe, AP, UAE, Canada, Middle East Countries.
• Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
• Managed staffing needs within the teams recruitment, selection, onboarding and training, disciplinary action as necessary.
• Created detailed reports on the performance of individual departments within operations.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
• Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
• Developed key performance indicators to measure effectiveness of operational processes.
• Coordinated with vendors (Fragomen / EY/CIGNA) for services that is provided.
• To develop and deploy strategies and programs for the Global employees to deliver seamless transition.
• Analyzed data from daily reports to identify trends in production performance metrics.
• Worked closely on deploying AskHR Chatbot for the Program to help employees have a seamless experience on the frequently asked queries.

· Facilitate all audits / Peer review recommendations to closure.

· Educating the operations team on business controls guidelines.

· Process improvements to strengthen control postures.

· Conducting regular testing, process measurement, country specific requirements for the process.

• · Manage Global Mobility Delivery team to support employees moving on assignment across regions.
• · Enhance Client Experience and Relationship by faster resolution of complex issues.
• Was nominated to represent the Global Mobility team) to identify the areas of improvement.

• Responsible for the quality checks on the profiles that were hired to IBM. Ensuring the targets are met by the team.

· Screening the Employment Application Form and other relevant documents declared by candidate and check on candidate sourcing and also on the details declared by candidate.

• Responsible in creation of Purchase Orders, Quotes, Call Handling from service engineers on-site and was the SME.

• Preparation of preliminary reports / screening on properties that buyers wish to buy, giving all details pertaining to the property

• Handling the administration work, advertising, recruiting and reports.

• Responsible for handling customer queries, walk ins, billing, collections and account handling.

• Responsible for handling walk-in inquiries, Tele-Marketing, handling petty cash for the center, providing training to new Marketing personnel.