1. SHEERIN FATHIMA.N
Phone : 9962299729
Mail : sayhi2sheeru@gmail.com
Objective
To obtain & pursue a challenging career with a reputed organization and in the process,
also do value addition for the employer as well as personal growth.
Overview
 3+ years of progressive experience in Team Development, Telecom Providing (Front and
back end), network planning and Client Interaction.
 Good communication skills, balanced critical thinking, strong problem solving & analytical
skills.
 A thorough professional with a proactive attitude, capable of thinking in and out of the
box. Possess excellent interpersonal, communication and organizational skills with
proven abilities in team management, customer relationship management and planning.
Contributions/Achievements
 By Using Lean Sigma, which is compromised of identifying wastes and their costs
affected The objective is to reduce the processing time of a daily process, which in-turn
reduces the operational costs and/ or reduction in the number of FTEs, which again, in
turn reduces operational costs(Eliminate the non value added activity in the existing
process with kaizan method)
 Prepared Case Studies on knowledge management and the best practices implemented
in our process.
 Consistently achieved client metrics and moved 70% of the team to Day shift with client
approval.
 Initiated Brain storming sessions during pilot phase, shared the updates and best
practices of each and every individuals across the team members, which improved the
quality level of the team from 70% to 100%
Area of Expertise
Business Operations
 Provide support or Manage Service Delivery during stabilization period
 Using appropriate control mechanisms to monitor and manage the business segment(s)
overall performance & provides expertise and leadership in the assigned functional areas

2.  Drives teams to maximize performance while maintaining high standards of quality &
ensure the organization meets Service Level Agreements / Performance Guarantee
goals.
 Supports all quality initiatives, aimed and achieved towards process improvements.
Career Highlights
Employment History:
1) 16/May/2012- Till Date TATA Consultancy Service - Chennai
Senior Process Executive
Project 1 : Vodafone UK (Provide & Assurance)
Responsibilities:
 Managing a team of 5 associates who Process as a SME and quality check the pre-
processing jobs, processing jobs.
 Identifying the best performer in the team and nominating them for Star of the Month
award as a part of recognizing their efforts.
 Was trained on process requirements in Mainframe.
 Drive highest level of customer service and ensure escalations are quickly resolved with
emphasis on fixing root cause to prevent recurrence.
 Interface with Operation manager to address escalated concerns from the team.
 Consistently track Process SLA’s and worked on improvement of SLA adherence.
 Initiated SIPOC, FMEA, Process Manuals, Checklists, Process Maps, Knowledge
repository etc. during Transition phase.
 Formed groups within team and assigned additional tasks to evaluate skill sets.
 Maintain weekly/ monthly and ISO reports and forward it to Senior Management for
approval.
 Initiated calls/ live meetings to respond on client clarifications and to discuss on team’s
performance, queries, and process improvement plans.
 Managing optimal utilization including approval of timesheets and updating attendance.
 Organize daily calls to update onshore counterparts on the project.
Application knowledge:
Clarify CRM : Creation of order references for the request and ensure the end to end
service.

3. SFDC(Sales Force.com): Creation of the Tracking reference and update the status
by chasing the request.
SQL: Basic knowledge of Sql
Mar 2011– April 2012
Sulekha.com - Chennai
Project : Sulekha.com
Responsibilities:
 Quality check of the process of my team members, which they perform on a daily basis.
 Training for new agents on the floor, allocation of work, maintenance of process tracker
and daily productivity.
 Maintain documentation of all client specific deliverables.
 Conduct team huddles to share team performances
 Attending Inbound calls from the customers and users of sulekha.com website,
and solving the queries, sending and receiving emails from clients and handling
online chat customers too.
 Advanced MS Excel Training.
 BPO - Managing Time.
 Cohesive team management
June 2009 to July 2010
Consim Info Pvt Ltd - Chennai
Project : Indiaproperty.com.
Responsibilities:
Attending inbound calls of real estate agents and retail customers of
indiaproperty.com website and solving the queries.
Skills
Software Hands on experience in MS Office, Basic Sql
Education Summary
Qualification Category Qualification Subject

4. BSC Computer Science DBMS,Sql
Languages Known
English - Read, Write and Speak fluently in English.
Tamil - Read, Write and Speak in Tamil.
Declaration
I hereby declare that all the above given information’s are true to the best of my knowledge.