Grace Alice

An excellent resource with 15+ years of experience in various roles. Hardworking, Self driven and ability to work under pressure, good team player. Eagerness to learn and evolve according to current situations has led me to be an IT administrator from call center executive.

Overall 12+ years’ experience in IT Infrastructure management. Windows Vulnerability Assessment and Remediation with the support of Qualys scanning tool. Excellent knowledge on Qualys scanning tool. Virtualization Administration. Process lead – Managing applicable ITIL process for Datacenter Account. Voice and Accent and soft skills coach for client accounts. Interview Panel Member.

• Genpact (formerly GE Capital), 01/01/11, 08/31/11, Assistant Manager - Analytics, Interaction with customers to know the needs of the project, Build relationships with on-site Operational teams to understand current operational processes and identify possible gaps that may be contributing to lower customer satisfaction results., Understand the requirements from the customers and set timelines accordingly., Ensure timely execution of all tasks and projects.
• Genpact, 03/01/07, 12/31/10, Recruitment & Training, Training of new hire batch on process., To ensure that new hire comes up the learning curve within the stipulated time, Was responsible in revamping the new hire training agenda, Designed various pitches for the process on soft skills and process., To track the performance of existing agents and to ensure bottom performers meet the target on a given metric, Held up Behavioral trainings on Team fitness and interpersonal skills., As a part of skill training imparted E-mail writing etiquette, Report out of Compliance sigma and Call Quality scores to various stake holders and to the process owners, Creation of SOP’s, Responsible for conducting Call Calibration session, SPOC for SAS and CMP Audit conducted for the portfolio, Handled Escalation calls and brought in resolution., Worked closely with clients to bring in knowledge transfer to the floor.
• Genpact, 02/01/10, 12/31/10, Front Line Manager - Operations, Closure of Associate Evaluation System for the agents, Closure of Early Warning Signal for the existing agents and new hires, Addressed the team in various issues which was a barrier in team performance, Conducted written and verbal assessments for the floor in securing internal job postings.
• Genpact, 06/01/07, 12/31/08, Process Developer, Handling calls for American Business to Customer collection, Handling Escalation calls
• Genpact, 09/01/05, 05/31/07, Process Associate, Handling calls for American Business to Customer collection

VMware Vsphere 8