Rashmi Hiremath Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

• Evaluate resource requirement in Project life cycle and plan resourcing needs for various business units in the organisation• Collaborate with project managers to ensure efficient implementation of projects and publish resource utilization reports at set frequency• Implemented improvement initiatives and through measures analysis optimized day-to-day operations and enhanced productivity. Overheads reduced from 12% to 9%• Review Project Managers’ utilisation and helped them reduce the operational tasks thereby increasing their utilisation from 35%-50%• Perform Work-Load capacity analysis to align with target architecture provided by Technical team to minimise resource gaps • Facilitate design sessions and reduced the cost of training from 8L to 6.5L by recognising opportunities for in-house programs• Maintain, review and update sub function level management data like Technical Delegations, Patents, Expat duration etc.• Part of Global graduate program management, assigned projects to Global Grads to help them complete their learning cycle

Bengaluru, Karnataka, India

• Provide services to clients on Taxation queries • Review tax return postings before posting to clients. Tracking tax preparation progress with tax team and providing reports on the same• Invoices audited for global billing and reported findings. Storing and reviewing client data as per guidelines• E-File returns (US clients), review, and e-post the returns to taxpayers• Coordinate with stakeholders for delivery of tax preparation questionnaire pack globally • Tracking information of clients moving to different countries and their tax situation in those countries, so their returns are filed on time• Daily review of workflow and assignment of work to the team. Review the work, manage additional resource requirement, and provide feedback to the team members• Smooth transitioning of additional tasks to provide exceptional client service (new process or system introduced)• Trained new hires both classroom and on the job trainings. Worked with the SPOCS across teams to improve the processes, Efiling tracker was one such tracker built with macros on excel to track records

Bengaluru, Karnataka, India

• Manage the work of customer service employees to ensure adherence to quality standards, deadlines, and procedures• Handling and leading the team with proven ability of achieving required service delivery and organizational targets set by clients (Customer satisfaction of 97%, Compliance of 100%)• Attrition maintained between 0-2% consistently for 2 years (approved level was 5%)• Transactional monitoring of calls for Quality check, internal FSA audit• Make recommendations to management concerning employee issues, staffing decisions or procedural changes• Project completed in Lean Kaizen to reduce non-value outbound calls in the CS process (reduced the average wait time of the customer by 3 minutes)• Coached the teams to improve the Net Promoter Score from 5 to 7 on a scale of 10, within 9 months (It is the customer satisfaction score provided by a third-party company on a quarterly basis)Design, implement and evaluate staff training and development programs, customer service initiatives and performance measurement criteria (CS KPI set up)• Responsible for resolving escalations, performance reviews including appraisals, end-to-end process training, planning and delivery set-up for new hires and refresher training for existing team members