Global Mobility Representative Resume

SUMMARY

Salesforce certified administrator, looking for entry level opportunities.
4 + years of prior professional experience in Human Resources & as a Quality Analyst.
Excellent interpersonal, communication and organizational skills.
Fast learner with great problem solving skills.
Experience working in Agile software development using Scrum and Kanban frameworks.

PROFESSIONAL EXPERIENCE

Confidential

Global Mobility Representative

Responsibilities:

End - to-end management of international assignments, including managing external vendors providing services like: relocation, immigration, tax services and core expatriate data for long term and short term assignments, business travelers, local and permanent international moves.
Identified shortcomings and recommended policy improvements to adapt best practices around mobility management to the Global IBMer program.
Engaged with key internal and external stakeholders, to provide feedback at crucial checkpoints regarding an employees mobility process. Consulting and guiding business teams, stakeholders and internal teams on all mobility related matters, including policies and processes.
Introduced and gathered employee feedback for provided mobility services. Hence improving customer satisfaction, efficiency and compliance.
Also lead the task for training peers on enhanced processes and the new recruits about the process.

Confidential

Quality and Deliveryy Analyst

Responsibilities:

Streamlined SLA/SLO measurement and performance of customer satisfaction for multiple IBM clients using Process Behavior Analysis (PBA) charts and ensuring 100 % process compliance with audit readiness at all times.
Generate, analyze and present weekly and monthly status reports to clients, operations and quality head for continual process optimization.
Worked closely with team managers to design accurate volume forecast, schedules and shifts based on dynamically changing account specific requirements and incoming volume patterns.
Determined training needs of employees and conducted training to enhance their operational efficiency leading to increased productivity by monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Led Lean project (IBM global delivery framework) for the transition accounts and achieved benefits like first call resolution, reduced cycle time, mis-route reduction and average handle time (AHT).
Presented case study to leadership team and clients on CSAT survey responses, which aided in amending the contractual amendments.