Divya Niket Verma
Bhopal
Summary
Skilled HR Assistant with a keen eye for detail and a strong commitment to advancing workplace objectives. Proficient in resolving employee issues and fostering a positive work environment. Dedicated professional seeking a strategic role within an organization to leverage my management, supervision, and administrative skills, driving mutual growth and success. A meticulous Associate known for making critical decisions, adeptly managing deadlines, and conducting comprehensive team assessments. I bring expertise in analysis and quantitative problem-solving, deeply committed to advancing company growth through innovative process improvements.
Overview
4
4
years of professional experience
Work History
Benefits Support Partner UK
Amazon Development Centre India Pvt. Ltd.
09.2023 - Current
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Implemented open enrollment system to streamline benefits processes for employees.
- Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Collaborated with HR to develop and maintain up-to-date benefits manual.
- Researched and evaluated new benefits programs to select cost-effective providers and coverage levels.
HR Assistant
Amazon Development Centre India Pvt. Ltd
05.2022 - Current
- Successfully manage employee benefits administration for over 2000 employees in the UK, Ireland, and South Africa, achieving an average query resolution time of under 24 hours
- Handle employee benefits inquiries, process enrollments and changes
- Assist employees in the UK, Ireland, South Africa, Nigeria, Mauritius, and Kenya with their disability and leave services
- Proficient in leave of absence policies for the above-mentioned countries
- Manage employee leaves, attendance, absence records, pay issues, and HR queries, streamlining processes
- Consistently meet and exceed scheduling targets, troubleshoot employee queries through live calls, chats, trouble tickets, and cases
- Identify and resolve root causes of benefit-related issues, leading to a reduction in recurring problems
- Collaborate with auditing and SME teams, conduct audits, and update process gaps to reduce repeated errors
- Conduct daily refresher sessions for a team of 10 associates, resulting in improved first-contact issue resolution
- Received commendation from managers for outstanding performance and dedication to enhancing team efficiency.
Customer Service Associate
Amazon Development Centre India
08.2019 - 05.2022
- Proficiently handled emails, live calls, and chats from Indian and North American customers
- Served as a Subject-Matter Expert, assisting newly hired trainees for Voice and Chat support
- Troubleshot live issues faced by customers as Devices and Digital Associate for Kindle and Fire Tablet
- Consistently managed an average of 70 calls, chats, and emails per day, exceeding communication targets
- Resolved escalated complaints with diplomacy and empathy, reducing escalations to supervisory levels
- Developed strong customer relations by providing timely and accurate information and solutions
- Assisted customers with product questions and inquiries professionally
- Utilized customer service skills to resolve complaints and disputes
- Implemented customer service policies and procedures, delivering an exceptional customer experience
- Received the 'Customer Obsession' award for consistently achieving high customer satisfaction scores.
Education
Accountancy -
West Bengal State University
01.2012
Accountancy -
West Bengal State University
01.2011
AISSCE -
Army Public School
01.2010
AISSE -
Army Public School
01.2009
Skills
- Training
- Communication
- Time Management
- Teamwork
- Employee Relations
- Adaptability
- Leadership
- Attention to detail
- Problem-solving
- Salesforce
- Kronos
- ADP
- Thomson's Darwin
- Praxima International Payroll Systems
- Slack
- PeopleSoft
- Microsoft Office
Languages
Hindi
English
Nepali
Bengali
Hobbies and Interests
- Volunteering and community involvement related to animal welfare.
- Painting
- Cooking
- Traveling
- Listening to music.
Timeline
Benefits Support Partner UK
Amazon Development Centre India Pvt. Ltd.
09.2023 - Current
HR Assistant
Amazon Development Centre India Pvt. Ltd
05.2022 - Current
Customer Service Associate
Amazon Development Centre India
08.2019 - 05.2022
Accountancy -
West Bengal State University
Accountancy -
West Bengal State University
AISSCE -
Army Public School
AISSE -
Army Public School
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