Vinay Shankar Email and Phone Number

• Global HCM Consulting and Implementation for ADP GlobalView (based on SAP)• Data Migration and Transformation, Mapping Services, Master Data Management, ETL tool Migration. • Agile Project Management, Team and Performance Management, Coaching and Mentoring, • Business Process Improvement, Automation, Digital Transformation, Enhancing Client Experience, Cross-functional collaboration

• Led a team of 15 Technical Support Analysts, providing technical support and attending to complex reporting needs for ADP's clients across North America.• HR Tech SaaS Technical Support, Client Services, Escalation Management, Client Retention.• Monitored and managed daily call queues and SLAs through ADP's call and ticket monitoring systems. (Genesys, Avaya, Siebel)• Problem Solver. Coaching and Feedback. NPS and CSAT Analysis. (Medallia, Calibrio)• Business Process Improvement, Data Analysis, Contact Reduction, Digital Transformation, Voice of Customer and Associate, Drive Kaizen Initiatives and Road Shows. • Business Intelligence, Reporting, Dashboards. • Won the "Innovation Award" in Q1 2021 for outstanding contributions towards Major Accounts' Innovation and Digital Transformation Efforts.

• Joined Amazon as a Customer Service Associate in April '2014. Promoted to Quality Analyst in July '2015 and promoted to Team Manager in May '2016.• Led teams of 3-4 SMEs and 20-30 Associates for North America Customer Service Specialty operations comprised of Gift Card Operations, Marketing & Promotions, and Account related support activities: responsible for the teams' overall direction, performance evaluation and growth.• Conceptualized and executed Process Knowledge Tests (PKT) for 300+ CSAs to identify training needs and plug knowledge gaps.• Facilitated new hire training sessions (8 batches) and onboarded new hires (240 FTE) through a standardized, structured training program.• Won the "People's Manager Award" in Q4 2016 & Q1 2018 for operational excellence and driving exceptional team performance aligned to core metric related deliverables.• Won the "Retention Marathon Champion" thrice during Q4 2017, Q1 2018, & Q2 2018 for focus on retaining employees, and ensuring their continued development and growth.