Ali Ahmed

Customer-focused BPO professional with 1.5+ years of experience delivering high-quality client service across US-based financial and payroll accounts. Proven ability to handle complex queries, resolve disputes, manage accounts receivable, and support payroll operations for major accounts. Adept at working in fast-paced, compliance-driven environments with strong attention to detail and communication skills aligned with FDCPA and client SLA requirements.

Payroll Support Specialist — Major Accounts Division at ADP (Automatic Data Processing) (2025-10 – 2026-06)

• Resolved complex, time-sensitive client issues related to payroll processing, tax, benefits, and HR systems, serving as the first point of contact for major account escalations.
• Built and maintained strong relationships with key clients, acting as a trusted consultant to improve operational efficiency, user adoption, and overall satisfaction.
• Trained and guided client users through ADP's HCM technology suite, communicating product value and best practices to improve self-service capability.
• Maintained deep working knowledge of ADP's payroll processing and HCM solutions, enabling accurate and confident support across client queries.
• Documented all client interactions comprehensively, managing high-volume workloads efficiently while upholding quality and administrative follow-up standards.

Customer Service Representative — Store Cards Portfolio (US Accounts) at Synchrony Financial (2024-05 – 2025-10)

• Handled inbound service calls from US-based customers, resolving general inquiries, concerns, and complaints in a professional and timely manner.
• Arranged and coordinated services requested by customers, ensuring follow-through on commitments and delivering a positive brand experience.
• Provided accurate product and service information, educating customers on account features, payment options, and available support channels.
• Conducted proactive follow-ups on unresolved customer inquiries, driving first-contact resolution and reducing repeat call volumes.
• Identified and escalated emerging call trends to supervisors, supporting data-driven decision-making and continuous process improvement.
• Recommended process enhancements based on recurring customer pain points, contributing to improved service quality and team efficiency.
• Ensured full compliance with FDCPA guidelines and Synchrony's internal policies across all customer-facing interactions.

Bachelor of Engineering in Electronics & Communication – Deccan College of Engineering and Technology, Osmania University (2018 – 2022)