Leena Khathuria
Personal Information
Diligent and goal-oriented professional with a total of 10 years + experience in Human
Resources Operations, Customer Service and travel operations. Outstanding Relationship
Management skills, thriving on a challenge, while working effectively with all levels of
management. Ability to work flexibly as a team member and performance optimizer.
Dedication with an inner drive to succeed and accomplish goals.
--#1306, Windsor Troika Apt,
Akshaynagar Begur Road,
Experience
LINKEDIN BANGALORE
Bangalore – 560076
Nov 2018 – Present
https://www.linkedin.com/in/le
ena-k-48b6507a/
Senior Support Consultant
Hiring Support Consultant 2
Enterprise Support Consultant
Job Profile / Responsibilities:
Skills
• Act as trusted advisor to end users and their management to drive product adoption and ensure
leverage solution to achieve agreed operational priorities, leading to full business value.
• Demonstrated creativity and resourcefulness through development of innovative solutions and drive
metrics to measure performance.
•Achieved as well as exceeded Targets with 90% consistency and solved close to 8000+ cases since
Nov -2018.
• Handled APAC daily Operation as senior, provided floor support and handled escalations for the
team.
• Handled various stakeholder and collaborated with them to work on global projects.
• Provided white glove support to our Executive stakeholders (Dir+) and took full ownership of any
escalations deemed legally and/or media sensitive.
• Send weekly report to key stakeholders from APAC, EMEA and NAMER for current bugs and
measuring their impact on Clients.
• Review, monitor and Administer various LinkedIn products, Recruiter product, talent Insights Job
wrapping, ATS integration, liaise with Sales, Legal and product team to provide insights on respective
products
•As a primary stakeholder in the Quick Response process, worked closely in conjunction with our
partners in Social, Corporate Communicates, Abuse and Content Enforcement, and others to provide
timely engagement and resolution to highly sensitive trust escalations to help preserve both member
trust and loyalty.
•Partnered with various Cross functional business within LinkedIn and help teammates and clients to
drive successful measures.
•Learned and adapted quickly to new technology and software applications.
•Passionate about learning and committed to continual improvement, Detail-oriented, analytical,
proactive approach to problem-solving and identification.
• Subject Matter Expert and have successfully represented the voice of APAC at Global Forums.
INFOSYS, BANGALORE
Process Specialist
Karnataka, India.
Dec 2016 – Oct 2018
Job Profile / Responsibilities:
• Handled calls from customers (Infosys LTD, Edge verve), clients and also via Email support.
• Coordinated with Clients, HR and Managers for Process Updates and Expectations.
• Assisted in final settlement and process relieving letters
• Promoted use of HR systems policies and processes.
• Ensured compliance with procedure for accessing, reviewing, and auditing employee files.
• Managed of MIS reporting for team.
• Ensured exit procedure was completed and employee hold no dues to company and follow up with
employee to if any recovery is pending.
•Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing
processes.
•Conducted training and applied change management to achieve desired outcomes.
• Customer Service
• Relationship Management
• Onboarding New hire & Product
Training
• Presentations and
Communication skills
• Stakeholder Management
• Project Management
• Business Consultant
• Performance Management
• Escalation Management
• MS office
Education
• 2012
Symbiosis University,
Post graduate Diploma in Human
Resource
• 2005
NMKRV college – Bangalore
University Bachelor of commerce
along with Travel and tourism
• 2002
Sudarshan vidya mandir Bangalore
Intermediate
• 2000
Nightingale high school Bangalore
AMERICAN EXPRESS
Senior Customer Care
Mar 2015 – Sep 2016
Job Profile / Responsibilities:
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Coordinated timely responses to online customer communication and researched complex issues
Evaluated interactions between associates and customers to assess personnel performance
Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Communicated with customers to identify needs and expectations.
Explained online self-help options to customers to promote additional and after-hours support choices.
Took ownership of customers issues to follow problems through to resolution
24/7 Customer Pvt Ltd
Dec 2010 –Feb 2012
Travel Advisor
Job Profile / Responsibilities:
•Hotel reservations changes, cancellations and dealing with suppliers.
•Name Changes as per airline rules and restrictions through airline and GDS
•Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients
•Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip
planning
•Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
•Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide
optimal customer service.
WNS Pvt Ltd
Jun 2009 – Oct 2010
Claims Advisor
Job Profile / Responsibilities:
•Call handling from Ireland supporting motor Insurance claims.
•Conducted full claim investigations and reported updates and legal actions
•Drafted and reviewed legal documents utilizing knowledge of relevant clauses to minimize incurred liability
•Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customer
•Escalated files with significant indemnity exposure to supervisor for further investigation.
•Reviewed new files to determine current status of injury claim and to develop plan of action.
ACHIEVEMENTS AND EXTRA CIRCULAR ACTIVITIES
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Wall of Fame award
GCO Maestro award
Lighthouse award
The A-team Award
Frontrunner award
Organized gratitude Event
Multiple bravos and kudos
