Experience

• 

  Wipro bpo

  Apr 2007 - Jun 2009

  Senior associate

  Worked for an International Airline process (United Airlines) as a Senior Associate. Job responsibilities include: Provide flight schedules and availability; Provide online support to book flight hotel or car reservationsProvide navigational support about different products and services to customers; Assist customers in online check-in and printing boarding pass;Promoting and enrolling customers into the airline's frequent flyer program & educating about the benefits; Assist customer in booking and cancelling the flight reservations; Process an exchange/refund of the flight reservations;Handling schedule change bookings; Maintenance and achieving of online and offline queues,ensure queue procedures are followed at all times; Keep line manager informed of real issues such as service disruption or technical faults; Obtain appropriate authority from debit or credit card holders to charge card for ticketing reservations; Ensuring customers are advised appropriate rule, regulations and any cancellation/exchange requirements;Recommend potential products or services to management by collecting customer information and analyzing customer needs;Handling customer complaints as a Service Director, To interface with the appropriate teams/groups as & when required to ensure completion & resolution of complaints;To establish and maintain complete complaint files for all customer complaints;To investigate customer complaints to resolve both products & services issues, focussing on root cause analysis;Following up with the customer regarding complaints status in a timely manner to ensure customer satisfaction. Show less

• 

  Tech mahindra business services

  Oct 2009 - Oct 2014

  Customer relation advisor

  Worked as a Customer Relation Advisor for one of the largest and fastest growing UK telecom company (Hutchinson 3 Global Services). Job responsibilities involved:Attracting potential customers by answering products and services question;Maintaining customer records by updating account information; Resolve products and services problem by clarifying customer's query, requests or complaints;Determining the cause of the problem/issue; Providing the best solution to solve the problem; Educating customer about process/policy; Expediting correction or adjustment; following up with the customer to ensure end to end resolution; Provide feedback/suggestion to the Management and the Internal Change Team for any improvement about the products, services, process or policy to avoid complaints of similar nature;Recommend potential products or services to management by collecting customer information and analyzing customer needs;Troubleshooting handset fault or a service problem; Resolve customer queries which come through via email; Adherence to SOPs, quality, productivity, policies & compliance guidelines & standards; Work involve handling dynamic email queues with different procedures;Maintain compliance to internal complaints procedure and Ofcom regulations;Applying systematic problem solving methodologies in identifying, priortizing and resolving customer complaints Show less

• 

  Adp india

  Oct 2014 - Oct 2024

  Handling a team of 14 associates which consists of Payroll Specialists, SMEs & Client Service Leads who are involved in day to day payroll processing and related activities & tasksAct as a point of escalation for the team and the clients.Oversees the daily workflow of the department.Oversee and supervise the Group/Team's payroll functions, ensuring pay is processed on time, accurately, and in compliance with the UK regulations.Implements, maintain and reviews payroll processing systems to ensure timely and accurate processing of payroll transactions including salaries, benefits, taxes, and other deductions.Ensures accurate and timely processing of payroll by the team for the clientsPrepares and maintains accurate records and reports of payroll transactions.Ensures compliance when payroll processing and reporting and follow best practices.Facilitates audits by providing records and documentation to auditors as and when requiredIdentifies and recommends updates to payroll processing software, systems, and procedures.Perform other tasks as assigned by the Managers including Projects.Provides constructive and timely performance evaluations to the associatesConducting Service Review calls with the clients to understand the level of service received/understanding any open items and preparing an action plan with deadlines. Motivating the team to aim for a higher NPS Score & sharing best practices with them that shall help them achieve them.Managing and dealing any client escalations, preparing action plans, providing RCA as required, resolving open items/issues,Updating client and relevant stakeholders on escalation progress on timely manner.Planning and Execution of the New joiners training plan and getting the required access for the payroll tools.Quickly resolved payroll discrepancies and overpayments, maintaining balanced payroll accounts. Show less Responsibilities:Handling a team of 9 associates who are Payroll Specialists for the client managing their monthly payrolls.Arranging the client handovers during payroll transfers from the Business Unit.To be a part of the MS1 & MS2 calls for clients moving into Managed Services from the Implementation team.Ensuring that all the tasks are completed by the Implementation Consultants before the payroll goes live with the Managed Services team.To ensure that the associates are correctly skilled to the new/existing accounts on Siebel & Production HUB so that the allocation is reflected correctly.Arranging monthly Service Review Calls with the clients to understand any challenges in the payroll committed by the respective payroll specialists.Handling client escalations for any open items/issues in the payroll and to follow up/update on the progress with the client.To ensure that the team achieves the monthly target of Siebel cases for 24hrs & 48hrs closures.To prepare & discuss the monthly PMS with the associates and provide effective feedback.To ensure that the associates have the proper client allocations with them for them to deliver an effective & smooth payroll to the client.To review and approve/authorize Commit Approvals for the client.To arrange for access to the tools/application for new hires for the process.Liaising with the Change Management/Product Development team for any new updates or payroll processes on ADP Freedom.Liaising with the internal Calc & Data Management Team to ensure that the data is processed on priority for the client.Liaising with the Streamline Support team to ensure that the client does not have any issues in sending the files to the Managed Services team.Training the new hires on tools like Siebel, StreamOnLine Payroll Management & Savvion. Show less Responsibilities:To answer calls from Employees of Clients regarding their payroll.To assist employees with their request to register for Employee Self Service portal to view their pay slips online.To provide technical assistance to the employees regarding employee self service portal.To assist employees in providing their statutory documents like P45, P60, P11D, etc.Handling calls from HR/Payroll administrator regarding their admin account.To provide technical assistance to HR/Payroll admin in managing the payroll software/application ‘Freedom’.To deal end to end with the HR/Payroll admins technical issues with accessing Freedom and escalating it to the relevant internal departments.To liaise effectively with different internal teams to ensure timely resolutions is provided to the client of their issues reported.To manage and handle the User Creation/Deletion/Amendments queue and action the requests received in a given timescale to avoid any escalations.To follow and adhere to the SOP's while auctioning the user creation/deletion/amendments request to prevent any security incident To liaise with the Change Management Team for any process improvements. Show less

  • Assistant Manager

    Jan 2021 - Oct 2024

  • Client Service Team Lead

    Apr 2016 - Dec 2020

  • Customer Service Analyst

    Oct 2014 - Mar 2016
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  Accenture in india

  Oct 2024 - now

  Manager operations- payroll

  Payroll ManagerSAP-SuccessFactor