Vikas Sharma

Experience

• 

  Teleperformance

  Jun 2021 - Oct 2022

  Process trainer (Aux), CSA

  At Teleperformance, I excelled as a Process Trainer and Customer Service Associate, where I successfully conducted two comprehensive new hire training sessions as an AUX Trainer. My role involved developing training materials, leading interactive sessions, and ensuring new hires were well-prepared for their roles. I also facilitated ongoing training initiatives to enhance team performance, focusing on customer service best practices and effective communication techniques.In addition to training, I managed a high volume of customer interactions daily, including over 100 calls, chats, and emails. I demonstrated proficiency in addressing inquiries, providing solutions, and sharing new features. My ability to professionally handle Tier 1 escalation tickets ensured swift and courteous resolutions, maintaining a positive customer experience. I effectively escalated unresolved queries to relevant departments, ensuring timely follow-up and resolution.Throughout my tenure, I maintained clarity and professionalism in every interaction, demonstrating strong communication and problem-solving skills. I effectively handled stress and pressure, consistently upholding a high standard of service even in challenging situations. My time at Teleperformance was marked by a strong focus on training and development, ensuring that new hires were equipped with the necessary skills to excel while maintaining exceptional customer service standards. Show less

• 

  Wells Fargo

  Oct 2022 - May 2024

  HR Operations Representative

  As a Human Resource Operations Representative at Wells Fargo, I played a critical role in managing and optimizing various HR Shared Services, with a strong emphasis on digital onboarding, payroll management, and benefits administration across the U.S., India, and the Philippines. I successfully oversaw the comprehensive digital onboarding process for new hires, ensuring a seamless transition through digital orientation, training on company policies, and system usage as Tier 1 support.I demonstrated exceptional proficiency in payroll management, administering payroll processes with accuracy and compliance. My role involved resolving complex payroll queries, ensuring timely and precise payroll processing, and addressing employee concerns related to payroll issues.In addition to payroll management, I expertly handled benefits administration, ensuring employees received accurate information and support regarding their benefits. I utilized advanced HRIS systems to maintain and update employee records, ensuring data accuracy and compliance with company policies.My leadership capabilities were highlighted by leading teams and conducting training sessions to enhance performance and efficiency. I proactively identified and implemented process improvements in HR operations, driving operational excellence and streamlining processes.I ensured all digital onboarding processes and payroll activities complied with legal regulations and company policies. I managed complex HR tasks, provided policy interpretation, reviewed employee files for authorized requests, and escalated non-routine questions to supervisors, ensuring prompt and effective resolution.Through my dedication to maintaining seamless HR service delivery, I contributed significantly to fostering an environment of compliance, accuracy, and operational excellence within the organization. Show less

• 

  ABB

  Jun 2024 - now

  Human Resources Operations Specialist