Jaya Bhagchandani
Ulhasnagar
Summary
Dynamic professional with extensive experience at Wipro HR Services, excelling in payroll processing and employee records management. Proven ability to enhance team performance through effective knowledge transfer and SOP development. A proactive communicator, adept at managing client queries and escalations, ensuring seamless operations and high customer satisfaction.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Payroll Analyst
Wipro HR Services
09.2022 - 11.2025
- Maintaining records of employees from hiring to end of employment in EC through service tickets. (which includes-Personal data change, termination, hire/rehire of employee, ACH, SIM error, bank details, workflow update, TAX form of US and CANADA.)
- Responsible for processing off cycle requests.
- Conducted domain/process training for new joiners on payroll workflows, SAP navigations and HR system.
- Supported Knowledge transfer sessions (KT) and onboarding for fresh resources.
- Created and maintained process documents, SOP's and training materials.
- Provided post training support to ensure learner confidence.
- Acted as point of contact for process clarifications, system guidance, and payroll queries.
- Coordinate with the team on a daily basis for escalation tickets and overdue tickets and distribute them among the team.
- Responsible for updating account details which are received by the banking department by using ACH files in EC and SAP.
- Responsible for new joiner training along with preparation of training plan, Q/A for knowledge evaluation.
- Prepare a break tracker for discussion with SME,s and manager.
- Preparing and updating SOPs on regular intervals to align to procedure revisions in project course.
- Coordinated with the automation team for scoping of testing templates used.
- Responsible for preparing year end reports on a daily basis in a time to time manner.
Customer Service Representative
Teleperformance
08.2021 - 09.2022
- Managed official social media accounts (Twitter/X & Facebook) for Vodafone Idea, handling high-volume customer interactions.
- Resolved customer queries related to billing, network issues, SIM activation, plan changes, and service requests within SLA timelines.
- Handled escalations from high-profile and LinkedIn-identified customers with professionalism and priority resolution.
- Coordinated with backend technical teams to resolve network and service-related complaints.
- Maintained customer satisfaction by ensuring clear communication and timely follow-ups.
- Reduced repeat complaints by providing accurate first-time resolution (FTR).
Debt recovery agent
HDB Financial Services
07.2018 - 01.2020
- Contacted customers via calls, emails, and SMS for credit card and loan payment reminders.
- Handled delinquent accounts and negotiated repayment plans to reduce overdue balances.
- Coordinated with field collection agents and agencies for recovery follow-ups.
- Maintained detailed records of customer conversations and payment commitments in the system.
- Ensured compliance with RBI and company collection guidelines during customer interactions.
- Achieved monthly recovery targets and minimized NPA risk.
Education
Bachelors in Commerce -
CHM college
02.2015 - 01/2018
Higher Secondary Certificate -
New Era school & Jr. College
02.2014 - 01/2015
Secondary School Certificate -
New Era School & Junior College
01.2012 - 01.2013
Skills
- Excellent interpersonal and communication skills
- Self-motivated
- Methodical
- Process driven
- Team player
- Continuous learner
- Proactive
- Independent
- Willing to take initiative
- Employee records management
- Payroll processing
- Service ticket management
- SAP navigation
- Knowledge transfer sessions
- SOP development
- Client communication
- Escalation management
- Year-end reporting
Accomplishments
- Received client appreciation for above and beyond performance for the month September 2022 to April 2023.
- Awarded Dazzle Award two times for performing above and beyond, For year 2023 and 2024.
- Received superstar of month for September 2023.
Languages
- Hindi
- English
- Hindi
Personal Information
- Hobbies: Writing, Sports fanatic, Art enthusiast
- Date of Birth: 24/06/1997
- Address : Basharam Apartment flat no 202 A wing near aman talkies ulhasnagar 421003
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Payroll Analyst
Wipro HR Services
09.2022 - 11.2025
Customer Service Representative
Teleperformance
08.2021 - 09.2022
Debt recovery agent
HDB Financial Services
07.2018 - 01.2020
Bachelors in Commerce -
CHM college
02.2015 - 01/2018
Higher Secondary Certificate -
New Era school & Jr. College
02.2014 - 01/2015
Secondary School Certificate -
New Era School & Junior College
01.2012 - 01.2013