Merlin S. Email & Phone Number

Bengaluru, Ka, In

Toronto, Ontario, Canada

• Develop and implement employee relations strategies, reducing workplace grievances by 25% within the first 8 months and achieving an 80% satisfaction rate in conflict resolution.• Manage full-cycle recruitment, including sourcing, screening, and interviewing candidates for internal roles. • Lead the end-to-end recruitment process, aiming to reduce time-to-hire from 45 days to 40 days within the first quarter year, and improve new hire retention by 20% by enhancing onboarding practices.• Establish and monitor training programs with a target of 85% employee participation in mandatory sessions, achieving an average post-training skill score increase of 10%.• Oversee a structured performance management system, ensuring 100% participation in quarterly reviews and providing clear development plans, with an annual goal of increasing overall performance ratings by 10%.• Conduct semi-annual compliance audits, maintaining 100% adherence to labor laws and company policies, and update guidelines quarterly to reflect any regulatory changes.• Launch targeted employee engagement initiatives, aiming to increase engagement survey scores by 15% and reduce voluntary turnover from 10% to 7%.• Actively recruited and trained 50+ internal employees to represent the company at electronics-specific events, providing guidance on recruitment practices specific to the field.• Oversee onboarding and new hire announcement processes, ensuring 100% of new hires in electronics positions experience a seamless and supportive integration into the company.• Regularly analyze and share insights on the electronics job market, providing quarterly market intelligence reports to 5+ internal client groups to guide hiring strategies and practices.

Vaughan, Ontario, Canada

• Responded to client inquiries via phone, email, chat, and social media within a specified timeframe.• Participate in customer engagements and support the building of trust with key stakeholders in complex organizations. • Help identify opportunities for increased platform usage within the existing customer base.• Achieved a first response time (FRT) of less than 1 hour during business hours.• Resolved client issues at first contact (FCR) 80% of the time.• Escalated complex issues to the appropriate departments and followed up to ensure resolution.• Maintained a client satisfaction score (CSAT) of 90% or higher.• Conducted follow-up communications to ensure client issues are fully resolved and clients are satisfied.• Accurately documented client interactions and issues in the CRM system.• Ensured that 100% of client interactions are logged in within the same business day.• Participated in team meetings and training sessions.• Help identify opportunities for increased platform usage within the existing customer base.• Collaborated with other departments to improve service delivery and client experience.• Achieved a net promoter score of above 50, which is 45% above peers. • Handled 30 calls per day, which is 25% more than the average.• Maintained an average handling time (AHT) of less than 10 minutes per interaction.

Postgraduate Degree, Project Management

Postgraduate Degree, Human Resources Management

Bachelor Of Arts - Ba, English Language And Literature