Laya P N
@layapn
Operations and administration professional at Morgan McKinley who improved team productivity by 15–25% through coaching and performance tracking.
IndiaWhat I'm looking for
At Morgan McKinley, I improved team performance and productivity by 15–25% through structured coaching and performance tracking. As Assistant Team Leader - Business Services (GSC), I monitored Freshdesk tickets and SLA compliance, and reported weekly KPIs.
As Team Leader - Operations Services (GSC), I led and mentored a team of 20–25 members and prepared operational reports for stakeholders. I also conducted data checks and quality audits to maintain zero-error standards.
Earlier, as a Data Processing Engineer, I maintained candidate and client data in ATS/CRM systems. I validated and standardized recruitment records, supported recruiters with data updates and reporting, and generated reports on hiring pipelines and job status.
After a career break from June 2023 to March 2026 for full-time childcare responsibilities, I’m ready to return to full-time work in operations and administration. I bring experience with process improvement, data accuracy, SLA management, and tools including Freshdesk, Microsoft Excel, and Google Sheets.
Experience
Work history, roles, and key accomplishments
Assistant Team Leader - Business Services (GSC)
Morgan McKinley
Oct 2020 - May 2023 (2 years 7 months)
Monitored Freshdesk tickets ensuring SLA compliance, trained and supervised team members, tracked KPIs, handled escalations, and created operational reports.
Team Leader - Operations Services (GSC)
Morgan McKinley
Mar 2015 - Sep 2020 (5 years 6 months)
Provided research, data support, and reporting, managed end-to-end project lifecycles, led and mentored a team, and conducted data validation and quality audits.
Data Processing Engineer
Morgan McKinley
May 2013 - Feb 2015 (1 year 9 months)
Maintained candidate and client data in ATS/CRM systems, processed and validated resumes, performed data cleansing, and generated recruitment reports.
Education
Degrees, certifications, and relevant coursework
NTTF IT Centre Bangalore
Diploma, Information Technology
2007 - 2010
Diploma in Information Technology from NTTF IT Centre Bangalore, completed in 2010.
Mambaram Higher Secondary School Kannur
Higher Secondary, General Studies
2005 - 2007
Higher Secondary education from Mambaram Higher Secondary School Kannur, completed in 2007.
Government Girls Higher Secondary School Tellicherry
Secondary School, General Studies
2000 - 2005
Secondary School education from Government Girls Higher Secondary School Tellicherry, completed in 2005.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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