Sushmitha Esther

Experience

• 

  Compass BPO Pvt Ltd ( Now Aditya Birla Minacs world Wide Ltd)

  Feb 2009 - Jun 2010

  APAC certified Quality Analyst

  Designation: AssociateReporting to: Team Leader• Responsibilities: Handling inbound calls for Capital one (Credit card) customer service.• Processing call investigations to verify Payments. Designation: APAC certified Quality executiveReporting to: Operations Manager/ • Responsibilities: Monitoring calls and providing feedback for associates based in North America.• Processing call investigations to verify sales.• Preparing the CCP tracker for analysis.• Involved in external/internal calibrations• Conducting interviews for new hires as level 1 QA. Show less

• 

  Ion Idea

  Jun 2010 - Jul 2011

  Team Leader

  Designation: Team LeaderReporting to: Manager• Responsibilities: Handling outbound calls monitorings for UK based process.• Assisting UK residents to claim miss sold payment protection insurance.• Handling Training, Team management and Recruitment to assist Manager.

• 

  Ocwen Financial Solutions Pvt. Ltd. - APAC

  Aug 2011 - Feb 2012

  Senior Financial Analyst

  • Responsibilities: Handling in bound calls and call monitorings to provide customer service for mortgage customers• Handling out bound calls to collect payments from default payers.• Team Management.• SLA achievement and attrition control

• 

  Mini Engineering

  Mar 2013 - Jul 2015

  Hr / Operations Manager

  • Responsibilities: Handling Recruitment • Administer compensation, benefits and performance management systems, and safety and recreation programs.• Identify staff vacancies and recruit, interview and select applicants• Allocate human resources, ensuring appropriate matches between personnel.• Provide current and prospective employees with information about policies, job duties, working conditions, wages, and opportunities for promotion and employee benefits.• Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures.• Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment, and recommend needed changes.• Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.• Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.• Plan, direct, supervise, and coordinate work activities of subordinates and staff relating to employment, compensation, labor relations, and employee relations.Analyze training needs to design employee development, language training and health and safety programs.• .Maintain records and compile statistical reports concerning personnel-related data such as hires, transfers, performance appraisals, and absenteeism rates.Analyze statistical data and reports to identify and determine causes of personnel problems and develop recommendations for improvement of organization's personnel policies and practices.• Plan, organize, direct, control or coordinate the personnel, training, or labor relations activities of an organization.• Show less

• 

  Lupin Construction and Trading

  Jul 2015 - now

  Operations Manager

  Complete operational prospect.