I act as the main POC for escalations and conduct root cause analysis to address and resolve complex issues. My goal is to maintain an efficient and productive workplace by effectively managing processes and team performance.Key Responsibilities:Escalation Management and Root Cause Analysis: I handle all escalation issues, performing detailed root cause analysis to pinpoint and resolve underlying problems efficiently.Training and Mentoring: I have trained and mentored three batches of 20 people each. I provide ongoing support and guidance, addressing questions and concerns.Process Optimization and Documentation: I regularly review and update SOPs and process knowledge tests to ensure effective learning. I also allocate and distribute daily tasks to maintain smooth operations.Payroll Coordination: I work closely with the Payroll team to ensure that US employee payments are processed accurately and on time each week.Quality Assurance and Compliance: I use case management systems to manage and achieve Service Level Agreements (SLAs) while maintaining high-quality standards.Issue Resolution and Support: I handle escalation and provide comprehensive root cause analysis and solutions. I respond to inquiries and requests with sound judgment.Continuous Improvement and Training: I conduct weekly refresher trainings to minimize errors and improve team performance. I also provide floor support, addressing all process-related queries.Process Improvement and Automation: I work on identifying and addressing process gaps, collaborating with program managers to ensure that standard procedures are followed. I am involved in automation projects aimed at reducing errors and manual efforts.Performance Analysis and Feedback: I perform NON FCR (First Call Resolution) analysis, publish monthly performance narratives, and develop mitigation plans to enhance metrics. I provide timely feedback to associates regarding quality errors and areas for improvement.

Committed to build confidence in the accuracy of Time and Attendance for all associates within North America Operations, Customer service.Resolved tickets which were submitted by site HR, management and ERC team to ensure accuracy of associate’s timecards.Delivered consistent, accurate, and customer-focused HR functional support for inquiries, request, and transactions, adhering to established policies and procedures.Ensured there is no pay-defect for the employees before the payroll close.Facilitate smooth integration into the team by coordinating introductions, team-building activities, and mentorship programs as needed.Ensured tickets assigned are resolved on timely manner and also ensuring service level is achieved.Using My Time (Kronos) for updating the Associates' timecards for corrections related to — timecard exceptions, attendance updates, pay codes, temporary schedule adjustments for current pay period.Checking AA’s punches, shift updates, Overtime, SLA of TT’s, Extra payments in their timecards.Working with Workforce ready (WFR) team where we ensure the quality of payment for the customers.Worked as Quality Analyst in QA team to ensure the quality of the process and payments done.Worked on quality audits to ensure performance of the team.Ensured compliance with corporate data protection and confidentiality policies.Collaborated in a team environment to resolve a broad range of HR related questions and issues

- I worked as a part of recruiting and selecting eligible candidates for TECH BEE- Sourced and interviewed qualified candidates.- Presenting candidate analysis to management.- Worked with excel spreadsheets to enter info/data to track performance.- Assisted with the recruitment process, sourcing candidates and processed applicants.- Maintained and utilized the company's applicant tracking system to track candidate information.

1. Assisting with the day-to-day operations of the HR Admin department.2. Being the first point of contact for all general HR inquiries, administration, and correspondence.3. Ensuring all paperwork received is scanned and stored both electronically and on the employee's paper file.4. Providing clerical and administrative support to Human Resources executives.5. Managing sickness records and the overall sickness administration of the company.6. Prioritizing and managing own workload without supervision.7. Handling staff inquiries on a daily basis.8. Talking to both existing and potential employees on a daily basis.9. Writing individual non-standard letters and emails to employees.10. Ensuring that all company HR processes and procedures are properly followed.11. Processed payroll, administered benefits, and managed and maintained all employment records and files.