Customer Care Representative (CCR) at Alight Solutions (2025-09 – Present)
Supporting enterprise HR systems and benefits administration for JPMorgan Chase employees
- Navigated complex HR systems and benefits platforms, addressing an average of 25 daily inquiries from JPMorgan Chase employees with a 95% customer satisfaction rate on all resolutions
- Manage high-volume inbound calls through Genesys Cloud, resolving employee inquiries efficiently while maintaining high first-call resolution and customer satisfaction scores
- Deliver hands-on guidance to employees across HR and benefits platforms, clarifying plan options and system processes to drive correct decision-making
- Utilize CSPro within AWS to log, track, and resolve employee issues while maintaining compliance with internal policies and data security standards
- Coordinate with HR, Payroll, IT, and technical teams to escalate and resolve system-related issues within defined SLAs
- Ensure compliance with internal controls and regulatory requirements when accessing, processing, and documenting employee data
Technical Learning Specialist II at Parexel International (2019-12 – 2024-01)
Administered enterprise Learning Management Systems supporting global HR and clinical training programs
- Configured and maintained courses, curricula, learning assignments, certifications, prerequisites, and transcripts
- Managed employee training records throughout the employee lifecycle, ensuring accurate completion of tracking and compliance
- Provided ongoing LMS user support to employees, trainers, and HR stakeholders
- Created, scheduled, and managed Instructor-Led Training (ILT) and virtual sessions in CSOD, including rosters and attendance tracking
- Supported trainers with session setup, materials upload, roster management, and post-training reconciliation
- Conducted express training sessions to improve roster marking accuracy and LMS efficiency
- Generated training completion, compliance, and audit reports using LMS dashboards and Excel
- Partnered with auditors and quality teams to provide training evidence, transcripts, and LMS documentation
- Ensured LMS data aligned with HR policies, SOPs, and regulatory requirements
- Supported new hire onboarding training, assigning mandatory curricula and tracking completion in LMS
- Coordinated with HR and project teams to deploy role-based learning assignments
- Assisted in maintaining refresher and continuous learning programs
- Prepared monthly LMS and training status reports for stakeholders
- Identified process gaps and implemented improvements to enhance training delivery and data accuracy
- Supported migration of learning data and programs during LMS updates and project transitions
- Delivered one-on-one LMS coaching sessions to internal teams to improve system adoption
Career Consultant at VJC Immigration & Visa Consultants Pvt Ltd (2019-07 – 2019-11)
Provided immigration consultation services to clients
- Conducted structured consultations to educate clients on immigration processes and documentation
- Maintain accurate records and compliance-driven documentation
- Managed follow-ups and client communication throughout application stages
Helpdesk Counselor at T.I.M.E Pvt Ltd (2017-12 – 2019-03)
Provided student support and administrative services for test preparation programs
- Supported students with inquiries related to CAT, GRE, GMAT, and Bank PO programs
- Managed lead follow-ups, enrollments, fee collection, and receipt of generation
- Coordinated scholarship tests and student communications
