Harikrishnan K J
Senior Associate
Kottayam
Summary
Customer service driven Senior Associate with diverse experience across retail operations, payroll administration, and HR support. Skilled in quality analysis, payroll query resolution, and employee assistance, with proven ability to audit customer interactions and deliver constructive feedback that enhances service excellence. Adept at handling high‑volume queries across voice, email, and chat channels while consistently meeting SLA targets such as CSAT, AHT, and FTR. Experienced in retail business processes, customer engagement, and issue resolution, bringing strong adaptability and problem‑solving skills to dynamic environments. Proficient in CRM and case management tools including Salesforce, MyTime, and Amazon portals, with expertise in UK payroll processes, statutory deductions, and tax codes. Recognized for leadership, coaching, and mentoring, as well as fostering collaborative teamwork and building strong customer relationships that drive satisfaction and loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Associate (UK Payroll)
RANDSTAD INDIA PRIVATE LIMITED
08.2020 - 04.2021
- Delivered exceptional customer service by supporting UK employees with payroll and HR queries, including statutory deductions, tax codes, sick pay (SSP), and maternity/paternity pay (SPP).
- Monitored and audited customer interactions to ensure quality standards and compliance with SLA targets such as CSAT, AHT, and FTR.
- Processed and tracked leave requests using internal systems including MyTime, PeoplePortal, and Amazon Leave Management tools.
- Handled escalations and resolved complex payroll discrepancies with accuracy and professionalism.
- Collaborated with team members to enhance service delivery, streamline processes, and improve overall customer satisfaction.
- Utilized CRM and case management tools (Salesforce, MyTime, Amazon portals) to document employee interactions, update records, and maintain accurate case histories.
- Prepared reports and performed data analysis to identify service trends, contributing to process improvements and operational efficiency.
- Provided courteous, empathetic, and professional responses to employees, fostering trust and strong customer relationships.Maintained confidentiality of sensitive employee information, adhering to strict privacy guidelines.
- Reduced errors in payroll records by diligently reviewing and verifying employee information.
- Consistently met deadlines even under high-pressure situations, displaying exceptional time-management skills.
- Streamlined payroll processing by implementing efficient data management and accurate calculations.
- Supported team members during peak periods, demonstrating adaptability and strong collaboration skills.
- Maintained strict confidentiality of all payroll information and records.
- Tracked employee vacation, sick and personal time.
Quality Analyst(Senior Associate)
Sutherland Global Service
04.2021 - 03.2023
- Led quality assurance initiatives by auditing customer interactions and ensuring compliance with service standards and regulatory requirements.
- Provided coaching and mentoring to associates, supporting skill development and embedding best practices across onshore and offshore teams.
- Oversaw payroll query resolution processes, ensuring accuracy in statutory deductions, tax codes, and salary adjustments while maintaining confidentiality.
- Conducted process audits and prepared management information reports to track accuracy, KPIs, and service delivery performance.
- Acted as escalation point for complex payroll and HR queries, driving root cause analysis and implementing corrective actions.
- Coordinated with HR and payroll teams to streamline workflows, embed RACI principles, and enhance collaboration between global teams.
- Delivered final review and sign‑off of payroll in line with Managed Service SOPs, including successful transmission of BACS & FPS data.
Associate
CIEL HR SERVICES LIMITED
09.2025 - 03.2026
- Delivered customer service support in a retail environment, assisting clients with product inquiries, purchases, and issue resolution.
- Managed daily store operations including inventory checks, billing, and record maintenance to ensure smooth workflow.
- Handled escalations and provided professional responses to customer complaints, fostering trust and loyalty.
- Supported team members in achieving sales targets and service quality standards through collaborative teamwork.
- Assisted in training new associates on retail processes, customer interaction protocols, and company policies.
- Prepared reports on sales, customer feedback, and operational efficiency to support management decision‑making.
- Demonstrated adaptability and flexibility in a fast‑paced retail setting, balancing multiple priorities and deadlines.
- Ensured compliance with company service standards and maintained accurate documentation of transactions.
Education
Diploma - Computer Applications
ICM Computers
Kottayam, India 04.2001 -
J.D. - Public Health
Bharath Matha College
Kottayam, India 04.2001 -
Bachelor of Arts - Sociology
Indira Gandhi National Open University
Kottayam, India 04.2001 -
Diploma - Co-operation, Banking.
CO-OPERATIVE TRAINING CENTER
Kottayam, India 04.2001 -
Master of Arts - Sociology
Indira Gandhi National Open University
Kottayam, India 04.2001 -
Skills
Customer Service Quality Analysis
Customer Interaction & Relationship Management (CRM)
Complaint Handling & Escalation Management
Issue Resolution & Root Cause Analysis
Payroll Query Resolution (UK Payroll, Statutory Deductions, Tax Codes)
Payroll & HR Admin Scheduling
Quality Assurance & Process Auditing
SLA Compliance & Deadline Management
Data Analysis & Reporting (Excel, MI, KPIs)
Document Gathering, Review & Drafting
Case Management Systems & Ticketing Tools (Salesforce, MyTime, Amazon Portals)
Record & File Management
Leadership, Coaching & Mentoring
New Hire Training & Team Building
Collaborative Teamwork & Active Listening
Adaptability, Flexibility & Problem‑Solving
Time Management & Workload Prioritization
MS Office Suite (Excel, Word, PowerPoint)
Hobbies
Traveling:
I enjoy traveling and exploring new places and cultures.
Motoring:
I have a keen interest in automobiles and driving.
Exploring Diverse Cuisines:
I like trying different types of foods and cuisines.
Pet Care:
I enjoy spending time with pets and taking care of animals.
Timeline
Associate
CIEL HR SERVICES LIMITED
09.2025 - 03.2026
Quality Analyst(Senior Associate)
Sutherland Global Service
04.2021 - 03.2023
Customer Service Associate (UK Payroll)
RANDSTAD INDIA PRIVATE LIMITED
08.2020 - 04.2021
Diploma - Computer Applications
ICM Computers
04.2001 -
J.D. - Public Health
Bharath Matha College
04.2001 -
Bachelor of Arts - Sociology
Indira Gandhi National Open University
04.2001 -
Diploma - Co-operation, Banking.
CO-OPERATIVE TRAINING CENTER
04.2001 -
Master of Arts - Sociology
Indira Gandhi National Open University
04.2001 -