Taniya Goswami
Kolkata
Summary
Dynamic and results-oriented Human Resources and Workforce Manager with 22 + years of experience in employee relations, workforce planning, talent acquisition, performance management, and organizational development. Proven track record in designing and implementing HR strategies that align with business goals, enhance employee engagement, and drive organizational growth. Skilled in developing efficient workforce structures, fostering positive company culture, and ensuring compliance with labor laws and regulations. Adept at leading and mentoring teams, with a strong commitment to enhancing employee well-being and optimizing organizational effectiveness.
Overview
30
30
years of professional experience
1994
1994
years of post-secondary education
4
4
Languages
Work History
WORKFORCE MANAGER
IBM INDIA PVT LTD
11.2007 - Current
- Collaborated with employers to identify hiring needs and develop tailored recruitment strategies, resulting in a 15% increase in qualified candidate applications
- Assessed employee performance, provided feedback, and implemented training programs to enhance skills and productivity, leading to a 10% growth in team output
- Developed and implemented employee retention programs, including mentorship initiatives and wellness programs, resulting in a 5% increase in employee satisfaction
- Facilitated workshops and presentations on career development, job search techniques, and industry trends, benefiting over 100 job seekers
- Collaborated with community organizations to provide job training and employment opportunities for underrepresented individuals
- Utilized labor market data and industry best practices to provide data-driven insights and recommendations to clients and stakeholders
- Established partnerships with educational institutions to promote workforce development initiatives and recruit potential candidates
- Managed a team of recruiters, providing guidance, mentorship, and performance evaluations
- Developed and maintained relationships with industry leaders, recruiters, and hiring managers to build a strong talent pipeline
- Utilized Applicant Tracking Systems (ATS) to efficiently screen and track job applications
- Conducted interviews, assessed candidates, and made hiring recommendations based on thorough evaluations and job requirements
- Collaborated with HR departments to develop and implement workforce policies and procedures
- Provided career counseling and guidance to individuals seeking career advancement or job transitions
- Negotiated salaries and benefits packages with potential hires
- Developed and implemented employee onboarding programs to ensure successful transitions and maximize productivity
- Facilitated performance improvement plans and supported employees in achieving performance goals
- Utilized data analytics to identify trends in labor market and workforce needs
- Stay abreast of industry developments and emerging technologies to enhance workforce strategies
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Achieved innumerable awards for 3 consecutive years.
Customer Service Manager
Usha Martin Telecom
06.1995 - 09.2000
- Managed a team of 15 customer service representatives, providing guidance and support to meet performance goals
- Developed and implemented customer service training programs to enhance team skills and knowledge
- Utilized CRM systems to track customer interactions, resolve issues, and improve customer satisfaction
- Analyzed customer feedback and identified areas for improvement, leading to the implementation of new processes and initiatives
- Established customer service standards and policies to ensure consistency and maintain high-quality service
- Developed and managed customer loyalty programs to foster long-term customer relationships and increase business retention
- Negotiated and resolved customer complaints effectively, maintaining customer satisfaction and minimizing financial loss
- Collaborated with marketing, sales, and operations teams to align customer service goals with overall business objectives
- Leveraged data analytics tools to monitor customer service metrics, identify trends, and make data-driven decisions
- Created and maintained knowledge management systems to facilitate peer-to-peer learning and improve problem-solving efficiency
- Managed customer service budgets, ensuring efficient resource allocation and cost optimization
- Utilized call monitoring and evaluation tools to assess agent performance and provide feedback for improvement
- Implemented automated customer service solutions, such as chatbots and AI assistants, to enhance customer experience and reduce operational costs
- Participated in industry conferences and workshops to stay abreast of best practices and emerging trends in customer service
- Mentored and coached new hires, fostering their growth and development within the customer service team
- Developed and delivered presentations on customer service strategies and best practices to internal and external audiences
- Collaborated with IT teams to troubleshoot technical issues and ensure seamless customer service operations
Education
Bachelor of Arts - English
MMC College
Kolkata, West BengalMaster of Arts - English
Annamali University
Kolkata, West BengalDiploma - Spanish Language
R K Misssion School of Language
Kolkata, West BengalDiploma - Business and Communication Skills
Emaestar
Mumbai, MaharashtraSkills
Cloud Computing
Awards
- IBM Champion Award, 2023, This award recognizes professionals who are innovative thought leaders in the IBM community.
- IBM STAR Award
- 2009
- 2010
- 2012
- 2017
- 2019
- This award is given to employees who have made significant contributions to the company's success, such as: Innovative solutions, Exceptional leadership, and Outstanding achievements.
- IBM Think Award
- 2014
- 2015
- IBM BRAVO Award
- 2007
- 2008
- This is a prestigious recognition given to IBM employees for their exceptional commitment, contributions, and results on technical issues related to IBM products and services.
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Reduced Time to Hire: Successfully reduced the time to fill open positions by 30%, streamlining the recruitment process through improved candidate sourcing and interview techniques.
- Diversity Hiring Initiatives: Increased the diversity of new hires by 40% over a two-year period by implementing inclusive recruitment strategies and partnerships with diverse job boards and organizations.
- Employee Retention: Implemented an employee referral program that increased retention rates by 20% by engaging current employees in recruitment efforts.
Hobbies
Hobbies :
- Reading books on leadership, psychology, organizational behavior, or HR trends can help enhance their professional skills.
- Yoga or Meditation: Practices that promote mental well-being and stress relief, helping HR managers stay calm and focused.
- Traveling Demonstrates curiosity, a broad worldview, and cultural awareness.
Timeline
WORKFORCE MANAGER
IBM INDIA PVT LTD
11.2007 - Current
Customer Service Manager
Usha Martin Telecom
06.1995 - 09.2000
Master of Arts - English
Annamali University
Diploma - Spanish Language
R K Misssion School of Language
Diploma - Business and Communication Skills
Emaestar
Bachelor of Arts - English
MMC College
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