Senior Functional Consultant at ADP (2025-01 – Present)
Managed payroll operations and acted as the primary point of contact for escalations.
- Led multi-region Kronos deployments ensuring timely and accurate implementation.
- Designed and implemented real-time data integration, timekeeping.
- Translated complex business requirements into scalable and optimized Kronos configurations.
- Built real-time interfaces between Kronos and enterprise systems to ensure seamless data flow and high reliability.
- Conducted gap analyses, customized workflows, and managed the end-to-end implementation lifecycle — from requirements gathering to post-deployment support.
- Delivered innovative solutions that improved workforce visibility, reduced compliance risks, and enhanced operational agility.
- Collaborated with cross-functional teams, trained stakeholders, and drove global user adoption of new systems and processes.
- Recognized for ensuring smooth project transitions and fostering long-term success in enterprise-level environments.
Payroll Analyst at ADP (2020-02 – 2024-12)
Worked as a Payroll Analyst, effectively handling payroll-related escalations.
- Verified documents, created and maintained folders, and ensured all details were accurately matched before allocating cases to teams based on EE count and effort requirements.
- Independently managed escalations and interacted with clients in the absence of the Team Lead.
- Managed the resource team and allocated projects while ensuring adherence to defined TATs.
- Scheduled and conducted one-to-one meetings with associates and shared performance scorecards to drive improvement and accountability.
Senior Representative Customer Service at Synchrony Financial (2017-07 – 2019-12)
Delivered world-class customer service to US clients holding Synchrony private-label credit cards through inbound calls.
- Resolved a wide range of customer queries related to credit card accounts, including billing issues, payments, and account management.
- Handled irate and dissatisfied customers with empathy and professionalism, ensuring appropriate resolutions or alternative solutions.
- Consistently achieved performance targets across key metrics such as VOC (Voice of Customer), QCAL, CCT (Customer Contact Time), and FCR (First Call Resolution).
- Trained and mentored a batch of 15 associates, enhancing their process knowledge, communication skills, and customer handling techniques.
Customer Service Executive at HSBC (2012-11 – 2017-07)
Performed preliminary investigations on transactions and customer calls using tools such as GMG GPS Browser and related applications.
- Possessed strong knowledge of UK payments and investigations, WOLF, Compliance, Fraudulent payment handling, and reconciliations.
- Trained and mentored a batch of 14 associates for 3 months, ensuring process accuracy and adherence to compliance standards.
- Managed ad-hoc queries from Group Banks, ensuring timely and effective resolution.
- Collaborated and communicated with cross-functional teams across multiple geographies to ensure efficient and accurate query resolution.
