Mar 2022 – Sep 2025 · 3 yrs 6 mos

• Managed the entire onboarding process for new clients, facilitating a seamless integration with our background check platform.
• Coordinated with other departments to ensure efficient operations.
• Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
• Collaborated with management on developing strategic plans for achieving business goals.
• Assisted in the development of operational strategies to ensure efficient and productive operations.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Communicated regularly with customers to gain insights into their needs.
• Organized training sessions for new hires to familiarize them with the workplace environment.

May 2021 – Feb 2022 · 9 mos

• Gained extensive experience in ACT - Professional Services Group Dept. over a period of 10 months.
• Engaged in extensive client interaction from the US, along with collaborating with client-facing teams and account creation team to onboard new clients and fulfill any customizations required.
• Successfully owned and resolved problems, anticipating issues and taking proactive action for each case. *Oversaw management of multiple corporate accounts.
• Maintained updated knowledge base on industry trends and best practices.
• Led meetings with stakeholders to discuss objectives and budgets.
• Developed training materials for end users.

Jun 2017 – Apr 2021 · 3 yrs 10 mos

• Conducted thorough background checks for job applicants across international regions including the United States, Canada, and Spain.
• Demonstrated exceptional communication abilities while providing excellent customer service.
• Delivered excellent customer service to employers, directors, and staff.
• Interacted positively and offered assistance to various departments including Human Resources, Finance, Payroll, Social Workers Counsellors, Directors, Doctors, Registrar and Guidance.

Jun 2013 – Apr 2017 · 3 yrs 10 mos · Mumbai, Maharashtra, India · On-site

• Convergys acquired Stream on March 3, 2014, creating the second largest BPO provider in the outsourcing industry. The merger resulted in approximately 125,000 employees and 150 centers across 31 countries, offering support in 47 languages.
• Delivered comprehensive technical support to clients located in Canada and United States for Hewlett-Packard (HP), resolving device issues remotely and assisting them via phone communication
• Demonstrated quick decision-making skills in resolving complex computer-related issues related to application programming, networking, and security.
• Resolved issues related to network connectivity, printers, operating systems, applications, and other IT-related topics.
• Tested new software releases prior to rollout to ensure compatibility with existing systems.

Jun 2013 – Mar 2014 · 9 mos · Mumbai, Maharashtra, India · On-site

• Troubleshot system issues related to operating systems, applications, networking and other peripheral devices.
• Assisted with the maintenance of server infrastructure including patching, security updates and backups.
• Collaborated with colleagues across multiple departments to resolve complex technical issues.
• Assisted with the installation of new hardware components into an existing network environment.
• Provided technical support to customers via phone, email and in-person.

Nov 2012 – Apr 2013 · 5 mos · On-site

• Efficiently operated and maintained Medical Alert Systems for immediate medical aid
• Developed and implemented alarm systems for healthcare professionals and individuals with medical conditions to easily request medical assistance during emergencies.
• Generated leads, processed orders, and conducted both inbound and outbound sales to meet customer needs.