Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Timeline
Generic
Tina Nicolet Lewis

Tina Nicolet Lewis

Hyderabad

Summary

Human Resource Manager with 17 years of overall experience, specializing in employee lifecycle management and strategic HR operations at IntouchCX. Proven expertise in talent retention and engagement, utilizing HR analytics to improve organizational performance. Skilled in building stakeholder relationships and ensuring compliance with POSH regulations, promoting inclusivity and satisfaction within diverse teams.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Human Resource Manager

IntouchCX
08.2020 - Current
  • Manage HR operations for a workforce of over 2,500 employees in India and 50 employees in Malaysia, delivering seamless support across regions.
  • Collaborate with C-suite and senior leadership to drive organization-wide HR strategies that enhance team performance, engagement, and retention.
  • Provide executive oversight across the employee lifecycle from onboarding to retirement, ensuring compliance, consistency, and a positive employee experience.
  • Strategically utilize the EWS (Early Warning System) to track potential attrition risks; facilitate strategic connects with Process Owners to understand business needs and take action.
  • Institutionalize Skip-Level and Open House forums regularly to facilitate open communication and strengthen the employee-leadership connect.
  • Lead Employee VOC programs at scale (Voice of Customer) initiatives to gather insights and improve overall team member satisfaction and experience.
  • Act as a POSH Committee member of the Internal Committee (POSH) for over two years, investigating and resolving sensitive grievances with fairness and confidentiality.
  • Ensure annual reporting of POSH-related cases to local authorities in compliance with legal requirements.
  • Shape workplace culture and inclusion strategy and inclusivity through awareness programs, feedback loops, and employee support mechanisms.

Assistant Manager

Genpact
06.2019 - 08.2020
  • Day-to-day Dialer management (Agent, Campaign, Report, 100% call Recording & Issue Resolution).
  • Work closely with the Operations team and WFM.
  • Ensure all Dialer related issues/requests are addressed and escalated to concerned personnel / departments.
  • Real-time monitoring of dialer inbound queues and ensuring sufficient agent availability to handle the volume.
  • Monitoring and Adjustment of outbound dialer campaigns for different groups.
  • Provide in-depth reporting on dialer stats, and agent performance.
  • Trained team members in successful strategies to meet operational and Dialer targets.
  • Supported staff development and goal attainment by focusing on skill development and job satisfaction.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.

Management Trainee

Genpact
12.2017 - 06.2020
  • Promoted to Management Trainee in Dec'17 Handled a time of 20 agents (mix of PA's and PD's).
  • Complete daily checks and 1-0-1's.
  • Handled escalation calls and difficult customers and resolve their queries, to ensure customer satisfaction.
  • Completed Annual appraisals EMS for all the agents timely.
  • EWS (Early Attrition Tracker) updating fortnightly.
  • Provided constructive feedback to the agents to help them improve their numbers and improve team performance.

Process Developer

Genpact
01.2015 - 12.2017
  • Collect on past dues amount while maintaining adhering to the collections policies and procedures.
  • Consistently deliver a high level of service to achieve and maintain high satisfaction levels and support customer retention.
  • Process payments via Credit Card, Western Union and check over the phone Maintained excellent attendance record, consistently arriving to work on time.
  • Increased customer satisfaction by resolving Credit card issues.

Senior Team Member

Bank of America
01.2011 - 12.2012
  • Reviewed maximum loans per day along with accuracy topping all the sites in India for continuous six months.
  • Moved to FRR Foreclosure Referral Review) and contributed the same excellence.
  • Promoted to Senior Team Member within 12 months.
  • Making sure customer makes the mortgage payments regularly.
  • Providing solutions to the customers with mortgage payment maintaining customer satisfaction.
  • Reviewing the necessary steps taken by the customer to avoid foreclosure of the property.
  • Mentoring new team members improving their efficiency and accuracy.
  • Providing Loans per Hour Report along with Quality/Accuracy data to the teams and managers.
  • Created detailed reports on team's progress.

Technical Support Expert

Dell International Services
08.2007 - 08.2010
  • Had a customer satisfaction survey success aggregate of 88%, FTR First Time Resolution) rate of 90%.
  • Rewarded for maintaining the customer satisfaction, hence, was moved to DSP team where I dealt with onsite technicians directly.
  • Troubleshooting desktops and laptops to resolve unexpected interruption caused.
  • Maintaining AHT (average handling time) of the call with improved customer experience.
  • Dispatching correct parts required to replace, hence, delivering error free work.
  • If required, scheduling an appointment of onsite technician with customer to replace the parts.

Sr. Technical Support Associate

Nipuna - A Satyam Company
02.2006 - 08.2007
  • Consistently being an Ace player with maximum appreciation calls, good call control and 97% CSAT score.

Education

MBA - HR & Finance

Rabindranath Tagore University

Bachelor of Commerce -

Rabindranath Tagore University

Skills

  • Employee Lifecycle Management
  • Stakeholder & Leadership Engagement
  • HR Strategy & Operations
  • Talent Retention & Development
  • Employee Engagement & VOC
  • POSH Compliance & Case Handling
  • Policy Implementation & Governance
  • EWS (Early Warning System)
  • HR Analytics & Reporting
  • Cross-border HR Support (India & Malaysia)

Certification

  • Strategic Human Resource Management (SHRM) – IIM K
  • Prevention of Sexual Harassment (POSH Act, 2013) – SHRM & CPD
  • Six Sigma Green Belt - Trained and Tested
  • Lean – Certified

Accomplishments

Q1 Performance Award - 2024, People’s Person Award - 2022, Annual Performance award - 2019, Annual Performance award - 2017, Best Performance award - Nov'2016, Bronze award - Mar'2017, Jun'2017 & Oct'2017, Rewarded Bronze award each month., Rewarded Gold award for a quarter., Rewarded Platinum award for excelling at work for continuous six months.

Timeline

Human Resource Manager

IntouchCX
08.2020 - Current

Assistant Manager

Genpact
06.2019 - 08.2020

Management Trainee

Genpact
12.2017 - 06.2020

Process Developer

Genpact
01.2015 - 12.2017

Senior Team Member

Bank of America
01.2011 - 12.2012

Technical Support Expert

Dell International Services
08.2007 - 08.2010

Sr. Technical Support Associate

Nipuna - A Satyam Company
02.2006 - 08.2007

MBA - HR & Finance

Rabindranath Tagore University

Bachelor of Commerce -

Rabindranath Tagore University

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