Paotinlun Haolai

Dynamic and result driven professional with nearly a decade of work experience in Customer Service and Human Resource - Payroll with strong focus of key deliverables - KPIs, SLAs and other metrics. Strong interest in Economics and Finance as a subject with practical knowledge of Accounting, Financial markets - Capital markets, Stock Markets.

Process Specialist - Wipro Ltd - Gurgaon, Haryana, India

(2022-02 - 2024-04)

• Worked as Process Excellence specialist for EMEA/NORAM Google HR Operations (Payroll) interacting with employees on a daily basis.
• Job Data Services – design and generate Offer letters, docs for change in FTE, Compensation changes using DocuSign during employee Life Cycle
• Project: Time and Motion Analysis on Payroll processes - Efficient time management
• Failure Mode and Effect Analysis on Payroll Processes - Risk management
• Root Cause Analysis of failures/errors in Payroll systems - Quality control
• Assist Employee Central Payroll team with ad-hoc payroll related queries.
• Verification and authorization of One Time Payments for Googlers - Education Reimbursements, Cash Advances, Housing Allowances - Processed over 10 million USD monthly
• Processing of Financial data (Excel/Google Sheets) in the form of One-Time Payments to Googlers via EIBWorkday uploads.
• Data Subject Access Request – Maintaining of Personal Data of Googlers/Xooglers based on GDPR guidelines.

Associate - British Telecom Global Business Services - Gurgaon

(2018-11 - 2022-01)

• Handling billings queries/Complaints over the phone/email/chat as Customer Service Associate
• Fixing issues related to orders, solving customer's complaints over the phone by fixing Data Integrity issues at different backend systems.
• Co-coordinating with different providers (Openreach and BT Wholesale) regularly to manage and deliver end to end order journeys for the customer.
• Assisting new joiners as a Subject matter expert during their transitional period.

Customer Service Associate - Convergys - Gurgaon

(2016-11 - 2018-09)

• Daily interaction with end customers of AT&T (Mobility Service Provider in the US) to resolve their issues via phone, chat and email.
• Advanced Technical Support for iOS and Android customers using Troubleshooting tools (TSnR)
• Specific training in iPhone Support for AT&T customers.
• Assisting customers with iPhone purchase from AT&T and setting up contracts on their service.
• Upselling DirecTV services.(an add-on service provided by AT&T)
• Special assistance to customers with provision of data networks on International waters.

MBA - BFSI - Manipal University, Jaipur

BA - Business Economics - Annamalai University, Tamil Nadu

12th - Jawarhar Navodaya Vidyalaya, Tuinom

10th - Jawarhar Navodaya Vidyalaya, Tuinom