Headline

Global Operations Specialist | HRIS , HCM & HRMS | Financial Compliance | SaaS Payroll Integrity (ADP GlobalView) | UK & US Client Success

Location

Pune District

Work experience

Payroll solutions consultant at ADP, Aug 2024 - Present · 1 yr 11 mos, Pune District, Maharashtra, India, -Managed payroll and billing for 50+ US/CAN Amazon DSPs, AFPs and FedEx partners, resolving 100% of time- sensitive issues within SLAs to ensure seamless operations and zero payroll delays. -Resolved complex client escalations via phone/email, achieving 95%+ TNPS, top -10% SLA adherence, and 25% reduction in repeat issues through targeted training and root-cause analysis. -Delivered ADP technology training to stakeholders, articulating product value and best practices that minimized errors by 25% and boosted overall adoption rates. -Proactively audited compliance gaps and fraud risks, orchestrating Corrective action plans (CAPs) that prevented penalties and safeguard client scorecard for 50+ accounts. -Audited timecards and maintained precise payroll/billing records, guaranteeing 100% accurate wage disbursement and supporting audit ready compliance for high volume-operations. -Administered user access controls by assigning, re-assigning, and revoking admin/ practitioner permissions for 30+ accounts, ensuring secure data handling and compliance with role- based access protocols. -Troubleshot payroll discrepancies-including data errors, banking details, and user credentials-delivering rapid fixes that maintained 100% first-call resolution and prevented escalations to specialized teams. -Retrieved, modified and manipulated client data to fulfil custom financial/reporting needs, slashing next-day workload by 30% and minimizing dispatch cases to technical/reporting teams.

Customer Success and Service Recovery at Capita, Mar 2023 - May 2024 · 1 yr 3 mos, Pune District, Maharashtra, India, • Managed post-acquisition support for Virgin Media-to-O2 transitions, resolved high-priority network/account issues on inbound calls with 95% one-call resolution rate, retaining 45% of at-risk customers through empathetic needs assessments and tailored SIM-Only/Handset upgrades. • Led fraud investigations with 100% regulatory compliance (PAC codes, data protection), documenting root causes and handling 90%+ escalations for vulnerable customers to protect accounts and exceed integrity targets. • Designed customized payment plans and NSF recoveries, boosting financial recovery by 25% through expedited corrections/adjustments and 100% follow-up completion to smash daily/weekly service deadlines. • Achieved top performance rankings by upselling/cross-selling bundles, closing 5-8 deals daily (85% conversion from retention calls) via proactive product education for new deals, renewals, and 30%+ plan change upsells. • Maintained customer databases with 100% real-time accuracy, troubleshooting technical queries and issuing PAC codes to deliver 95% optimal solution matches while beating tight deadlines by 20%.

Technical Support Executive at Sutherland, Jul 2022 - Mar 2023 · 9 mos, Navi Mumbai, Maharashtra, India, Delivered exceptional service for 500+ monthly mobile, internet, and billing inquiries, achieving 95% first-call resolution, 98% satisfaction, and 20% NPS uplift. • Resolved concerns and guided activations/troubleshooting/upgrades with empathy, reducing resolution time by 30% and driving 15% repeat business via personalized communication. • Handled high-priority TDRA escalations and du Business setups (WiFi/fixed internet/provisioning), ensuring 100% compliance, 40% backlog reduction, and 24-hour turnaround. • Maintained precise CRM management and data entry, hitting 99% SLA/KPI targets in a fast-paced BPO environment while upholding SOPs. • Acted as liaison between field sales and internal teams, accelerating processes by 35% and enhancing customer experience across demographics. • Drove continuous improvements, proposing enhancements that cut complaints by 28% and delays by 22%, building advanced problem-solving skills.

Education

Bachelor of Business Administration - BBA, Computer applications, Savitribai Phule Pune University