• Payroll Management -: Managed payroll discrepancies for over 55K+ employees, ensuring accurate and timely disbursement of wages, bonuses, and commissions in compliance with company policies and applicable labor laws• Payroll Software -: Utilized payroll software systems (e.g., ADP, Kronos (Mytime), Payroll Central) to process payroll and generate reports, ensuring accuracy and consistency.• Employee Benefits -: Managed the calculation and processing of overtime, sick leave, vacation time, and other employee benefits in accordance with company guidelines and federal/state regulations.• SOP Formation/Review -: Developed and standardized payroll procedures, resulting in a 21 % reduction in payroll discrepancies and a more consistent experience for employees.• Data Presentation -: Leveraged visualization tools such as AWS Quick-sight, PowerBi, and MS Excel to present compelling data-driven narratives, influencing informed decision-making at all levels• Data Analysis -: Analyzed payroll data to identify patterns and trends of errors for team as the Lead Quality Auditor, providing actionable insights that led to a 9% improvement in overall payroll accuracy.• Quality Analysis -: Conducted 1-on-1 feedback sessions and implemented targeted strategies that successfully reduced the defect rate from 10% to 4% within three months• Team Management -: Oversaw a dedicated team of Time and Attendance associates, allocating work, Auditing & ensuring data-driven completion of tickets within specified SLA deadlines

• Served as Subject Matter Expert (SME) in customer support, providing guidance and training to a team of customer service representatives to ensure accurate responses and high-quality service.• Monitored a team of 20- 25 associates and analyzed key performance metrics (e.g., resolution time, customer satisfaction, first-contact resolution) to track team progress and identify areas for ongoing development• Delivered high-impact coaching to underperforming team members, fostering skill development and improving team performance by 27% in customer issue resolution.• Recognized for excellence in customer service, receiving accolades and awards for achieving a 100% customer satisfaction rating and consistently meeting service level agreements (SLAs).• Developed and maintained a knowledge base of common issues and solutions, empowering customer service teams to resolve issues efficiently and independently.