CRYSTAL SERENA CARR
People Management & Employee Experience
Hyderabad,TG
Summary
Resilient and Adaptive Human Resources Leader with+ 14 years experience across the full spectrum of Human Resources with deep expertise in Employee Experience, Agentic AI, Customer Success & Strategy, Organization Design, Performance Management, Employee Relations & Workplace Concerns
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Senior Manager, Talent and Transformation
IBM
03.2024 - Current
- Led cross-functional teams, a team of fifteen reportees across three geographies (India, Philippines, and the United States of America) for a global headcount of over 6,500 employees for HR Service Delivery.
- Reduction in overall SLA from 96.76% to 98.97% for all Tier 1 queries within HR Service Delivery.
- Improvement of Quality Scores from 97.54% to 99.45% across Tier 1 to Tier 3 queries.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Received Client Success Partner Award within six months of starting my stint with IBM.
- Directionally aligned and mentored my reportees to provide an enhanced employee experience via email, chat, and in-person support.
- Automation of manual processes related to onboarding, employee lifecycle, and exit processes within Workday.
- Achieved operational excellence by streamlining processes and implementing best practices.
HR Partner
Amazon India
08.2022 - 12.2023
- Partnered and collaborated in designing, developing, launching and sustaining an internal manager capability program for 2000 + Front Line Managers in areas of communication, performance management and manager effectiveness.
- Collaborated and spearheaded an Early Warning System, which enabled managers to halt attrition by providing internal career options and facilitating talent movement through short-term projects.
- Designed, collaborated, and presented dashboards and business metrics for leadership visibility.
- - Managed the Employee Life Cycle, Talent Review, and Performance Management processes for over 1,200 headcount.
- - Leveraged employee connections via the Voice of the Employee and spearheaded insights and initiatives with the sponsorship of business leaders.
- - Partnered with internal stakeholders (Legal and ER teams) to facilitate and provide a stellar employee experience.
- - Mentored peers and new hires (three resources).
HR Business Partner
Fitmap Private Ltd
10.2020 - 07.2022
- Led and managed the HR Department in terms of talent acquisition, training, and employee life cycle.
- Successfully trained and managed three resources for content creation, social media management, and project management.
- Collaborated with the marketing team and increased the social media presence on Facebook and Instagram from 100 followers to 1,600 followers.
ERC Lead
Amazon India
03.2010 - 09.2014
- Mentored and managed three resources across Employee life cycle and HR Operations processes.
- Managed Compensation and Talent Review for Entry and Mid- Senior Levels within Customer Service, Amazon.
- Reduced payroll defect rate from 10% to 1% over a span of a quarter.
- -Successfully launched a centralized ticketing system in India for Amazon Customer Service which was successfully replicated within HR Amazon India improving the employee experience.
- Adaptable and proficient in learning new concepts quickly and efficiently.
HR Associate
Broadridge Financial Solutions
06.2007 - 03.2010
- Managed and automated the visa process with a success rate of 98% in two months.
- Managed statutory benefits for over 1,000 employees with a less than 1% error rate.
- Created an internal ticketing tool for employee issues and query tracking, improving the quality of the employee experience for HR queries.
- Organized new employee orientation schedules for new hires.
HR Associate
Google India
05.2006 - 05.2007
- - Launched and managed HR Help for employee’s queries.
- - POC for background Check process for new hires.
Education
Executive Diploma - Human Resource Management
Indian Institute of Management
07.2021 - 04.2022
Post Graduate Diploma - Human Resource Management
Osmania University
07.2005 - 04.2006
Skills
- Proficient in MS Suite
- Proficient in Workday, Salesforce, PeopleSoft, HRIS
- Employee Life Cycle Management
- Resilient & Continuous Learner
- Performance Management Coach and Mentor
- Certified in Talent and Leadership Management
- Stakeholder Effectiveness & Adaptability
- Awarded Client Success Partner in IBM
- Awarded Best NPS for the Year – 2023
- Awarded “Rockstar Award” in 2023 for Manager Capability
Timeline
Senior Manager, Talent and Transformation
IBM
03.2024 - Current
HR Partner
Amazon India
08.2022 - 12.2023
Executive Diploma - Human Resource Management
Indian Institute of Management
07.2021 - 04.2022
HR Business Partner
Fitmap Private Ltd
10.2020 - 07.2022
ERC Lead
Amazon India
03.2010 - 09.2014
HR Associate
Broadridge Financial Solutions
06.2007 - 03.2010
HR Associate
Google India
05.2006 - 05.2007
Post Graduate Diploma - Human Resource Management
Osmania University
07.2005 - 04.2006
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