HEMANT_GOPAL_CV

Seeking managerial assignments in Operations Management ~ Human Resources Management ~ Sales with a leading organization

• From March 2007-April 2008, worked with INNODATA–ISOGEN PVT LTD Noida as a Certified Quality Analyst. Job profile included analyzing American cases and preparing QA reports of work done by team of lawyers and also conducting research on various American laws, court systems etc, convey constructive criticism with reason and tact, make formatting changes as well as improving the manuscripts while correcting errors & conflicting statements in the incorrect, confusing, ambiguous or inappropriate contents while doing proof-reading for the same.
• Worked as an Attorney Editor in EXACTUS CORP, a leading L.P.O in Mumbai from September 2006 to February 2007. Gained extensive experience on research and preparation of cases and contracts for American and UK multinational companies.
• Practiced as an Attorney in a private law firm for around two years from November 2004 to September 2006 having representations in Kerala lower and high courts. Have drafted and pleaded various civil and criminal cases in courts regarding Negotiable Instruments Act, Commercial law, Contractual law, Intellectual Property law, Consumer protection, Family Law, Narcotic & Psychotropic Substances Act, Abkari offences and other penal offences and also cases related to Human rights violations.

2004 BAL. LLB from Kerala University

NOTABLE ACCOMPLISHMENTS
• Traveled to United States and successfully completed process re-engineering efforts for an Infosys client.
• Received “Best Team Lead” award and several other RAMP awards in Infosys Knowledge Services.
• Received client recognition award from an American MNC for exceptional performance
• Distinction of independently working as Cluster Head with a team size of 27
• Successfully completed workshop on Operations management conducted by Infosys technologies
• Has exposure of working closely with MNC’s like Reed Elsevier, Bloomberg and Thomson Reuters.

AREAS OF EXPERTISE
Process Management / Quality Management
• Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines.
• Monitoring overall functioning of processes, identifying improvement areas and implementing measures to maximize customer satisfaction level.
• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.

Customer Relationship Management
• Mapping client’s, identifying improvement areas & implementing measures to maximize customer satisfaction levels.
• Ensuring interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
• Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes.
Team Management
• Managing team functions viz. manpower planning, recruitment & selection, induction, performance appraisal, training, etc.
• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
•Determining training needs of Executives & Process Leaders and designing / conducting need based training programs to enhance their operational efficiency leading to increased productivity.
•Providing guidance andleadership to staff in accordance with specified program objectives.