Experience

HNI

• Professional Training and Coaching
• 1 - 100 Employee

• Head of Support Services

  • Jan 2022 - Present

• Business Excellence Manager

  • Aug 2014 - Present

  Set the framework, standards, guidelines and methodologies related to business process definition, design, documentation and enhancement in line with overall strategyManage and administer HNI’s Business Process Management System , including defining business requirements and overseeing implementationImplement the agreed Quality Measures and reporting methods to track the HNI compliance plan with the Excellence ModelActively participate in cross functional teams to develop and refine the Vision, Mission and strategy of HNI to ensure that the process is aligned with Excellence schemesBased on set intervals, collect data and report on the achievement of quality plans and suggest appropriate corrective and preventive action where necessaryAssist with project execution, provide functional input and identify functional resourcesWork with Business Development Managers to prepare proposal plans that meet theobjectives of the proposal requirements and timelineWork with Marketing & Operations Manager to review and approve corporate collateral to ensure highest quality of HNI brand presentationAnalyze client requests (RFP, RFQ etc.) to understand technical, financial, schedule and other requirements and determine final document structureMonitor and remain current on amendments and modifications to client requestsSupport the end-to-end proposal presentation response process to ensure all expectations, actions, and timelines are understood and deliveredLiaise with other departments and subject-matter experts to obtain technical content required to prepare proposals in accordance with the proposal timelineProvide detailed guidance to proposal writers/contributors and administratorsPrepare, research, and write compliant, persuasive proposal text in the areas of qualifications, experience, staffing, technical responses, and resumesExpress technical aspects of projects to a variety of readers including technical and non-technical decision makers Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Training / Content Writer

  • Jul 2010 - Apr 2014

  Training Executive• Manage the complete life cycle of the Documentation process. • Collaborate with the developers to understand the new features planned for the tool (Maximo and ISM) and adapting those requirements and changes in the user guides/tri folds and training materials. • Coordinating, facilitating, and delivering live and virtual training sessions for global audience, on IBM developed applications, for various accounts/projects.• Creating e-learning materials using Captivate for clients.• Conducting compliance and communication training sessions for the TSA’s on structured and effective documentation.• Creating training materials, user manuals and trifolds using information mapping techniques and IBM internal style guide.• Prepare communications and announcements for learning programsTechnical/Content Writing• Prospecting new clients, generating leads for new businesses and meeting the clients on a regular basis.• Reviewing, editing and customizing SOW’s, PCR’s, PQV’s prepared by Technical Solution Architects who design technical solutions for internal and external clients.• Quality controls lead for the account which required monitoring each document from IBM writing standards and client requirement.• Responsible for identifying process gaps/loopholes and reporting it for review/correction with the clients. • Documentation guidelines/templates created for end users as per IBM Corporate instructions and client requirements.• Creating and managing the newsletters/communication with regards to team performance and changes for all accounts.• Creating PowerPoint presentations on development of Quality.• Working on creating a Wiki page for the Solution Design and Support team.• Weekly meets and surveys with management and clients on development of documents.• Actively involved with management as process expert/quality control for all reviews. Show less

• Technical/Content Writer and Trainer

  • Jul 2010 - Apr 2014

• Escalations Analyst CSR (Banking – Customer support)

  • Mar 2007 - Jul 2010

  • Process expert/SME/Knowledge base manager for process queries with regular updates/reviews.• Headed the Pilot team for Escalations with end to end management and successful transitioning.• Management of Referral and Escalation reports for weekly reviews with clients.• Trainings conducted periodically for new inclusions/policy changes. • Responsible for identifying process gaps/loopholes and reporting it for review/correction with the clients. • Ensured Standard Mentoring methods and techniques followed across centers.• Development & maintenance of client relationships. Co-coordinating & analyzing feedback from clients.• Exceeded the Client and Organization set SLA’s continuously and received multiple awards as individual and team.• Worked with the Quality team as process expert for compliance of standards and banking guidelines. Show less



HR Coordinator

• Bangalore

• Dewdrop Career Solution Pvt Ltd

  • Oct 2004 - Sep 2005

  • Develop effective recruitment procedures to attract the best talent in the marketplace with a high emphasis on retention & development. • Screening/interviewing and candidate selection in concert with hiring managers, negotiating compensation packages, extending offers and assisting in integration of new employees. • Initiate the preparation and issue of contractual paperwork including offer letters and contracts of employment, confirmation of changes of terms and conditions, renewal of contracts. • Maintain HR status report. • Initiate and organize employee engagement and team building activities • Updating employee records, medical history, travel, sick leaves, personal leaves, academic documents • Evaluate the employee and client satisfaction through feedback and survey Show less



ICICI One Source

• Senior CSR (Technical & Customer support)

  • Dec 2002 - Aug 2004

  • Involved in Direct Calls in a B2C scenario • Took escalated calls from the customers • Delivered calls as per the quality standards • Involved in Direct Calls in a B2C scenario • Took escalated calls from the customers • Delivered calls as per the quality standards