• Handled US payroll related escalations, queries from US employees• Monitored & resolved tickets & cases in a timely manner, which were out of SLA due to its complexity• To create a support system which can enable each of the HR Assistants to be self-sufficient• Implement new articles and ideas to enhance the process of handling US Payroll queries• To mentor the new associates & specialists about the US Payroll & Taxation• Conduct awareness sessions regarding the compliance policies and the updates from ADP & Salesforce Lightening• Assist the associates to improve their voice of customer surveys• As an individual contributor in this role, I was frugal in various activities & processes which focused on eliminating waste, improving productivity, and achieving sustained continual improvement to meet organization goals

Amazon India development center – (My HR Live Support Team Manager) Jan 2022 – Oct 2022>Career Progression>Code of conduct>School/College/Religious/Medical/Personal Accommodation>Covid-19 related leaves and schedule Management>Supervise a team primarily comprised of Mentors & SMEs>Customer Escalation>Employee Relations>Time & Attendance Management>Leave & Absence Management>Handle Manager level Escalations & follow de-escalation techniques>Conduct regular audits and provide feedback & coaching>Performance Management>Provide Support & Training to the members on topics, such as compliance, quality, SOPs, VOC(Voice of Customer) etc,>Create daily, weekly & monthly business reports>Conduct 1:1s and Team Meetings>Present data in the business review meetings to the group leaders & stakeholders>Act as an ad hoc Team Manager in the absence of any other Team's Manager>Liaise with partner teams & stakeholders to bridge any performance gaps>Discuss annual reviews and appraisals>Employee termination & exit formalities>Contribute in forming articles & Employee handbook for ethical practices and to update them from time to time>Spread awareness about, data security, compliance, POSH & HR policies >Work in a performance driven environment on multiple projects and deliver results within the deadlines

• Responded to payroll/life-cycle/benefits & financial benefits queries from US employees • Issued pay stubs, termination letters, employment verification letters, and immigration letters • Assisted current and former employees in filling out W4 forms and obtaining W2 forms for tax purposes • Corrected attendance with the help of Time Keepers & Employee's Manager and resolved the case before the end of pay period(Weekly/Bi-weekly/Monthly) to avoid pay defects • Partnered and followed up with senior HR teams to address urgent cases on priority • Participated in enhancement programs for improved employee experience(Submitted Gemba ideas/engaged in forming new security guidelines article for Specialists Team) • Managed change initiatives during organizational transitions(Sourced data to automate processes and satisfied one of the major leadership principles - 'Invent & Simplify')• Assisted with stock plan enrollments and explained vesting schedules • Monitored and closed HR cases within the SLA by coordinating with partner teams on regular basis • Educated employees about benefits programs and how to use the self service portals• Provided excellent customer service and met employee's needs, exceeded expectations by achieving number of surveys for 'voice of customer', received lots of positive feedbacks • Was part of pilot team called 'Champions', took complete ownership of HR tickets & cases and provided expedited resolutions to the complex & gateway issues• Mentored new specialists in the team. Educated them about the navigation skils and standard operating processes, shared feedback and supported with live/real time queries• Assisted Employees with the processes like injury at work, Employee assistance program, emergency services, etc,.• Contacted Financial Institutions to verify Employee payments and worked backwards with teams like ADP & Payroll to ensure100% accuracy

>Actively involved in planning process to achieve the collection targets every month. >Transitioned mortgage process by moving from Goa to Bangalore as per the business requirement, and got an opportunity to work with new Team members with excellent talents which later helped me develop leadership skills.>Additionally handled property insurance alongside Mortgage collections. >Created daily reports of key metrics to easily achieve the goals by end of the month in core collections process.>Got recognition for good "Customer Experience" and quality topper. >To increase collections by implementing new methods to collect debts at par with the US Debt collection laws. >Being highly focused and energetic as the mainstream was to collect debts.

>Handled worldwide travel bookings. >To deescalate issues pertaining to booking cancellation/last minute change in plans and to convince the business partner for full refunds in case of non-refundable bookings due to special circumstances. >To achieve 100% customer satisfaction(CSAT) with 100% quality.

>To collect bank overdraft/credit card debts. >Participated in Lean, Six Sigma training conducted only for "Top Collectors". >Efficiently deal with the people in debts and hardship and to provide assistance in accordance to the UK laws to get rid of their debt(s). >Consistent in achieving Compliance and Quality targets.

>Meeting credit card sales target month after month. >Rewarded as "Campaign Topper". Zero quality defects. >Learnt and developed lot of new skills at the first job by meeting different talents from the organisation to enhance the abilities to out perform in a sales oriented process. >Demonstrated selling/up-selling skills with 100% focus to achieve fastest 2000+ sales and later earned recognition from one of the renowned banks in Canada.