Indrakshi Bose

• Ensured compliance with federal, state, and local regulations by staying current on tax laws and updating systems accordingly.
• Managed year-end payroll tasks such as W-2 distribution and annual tax filings, ensuring timely completion without penalties or fines.
• Adhered to all UK tax regulations, including PAYE (Pay As You Earn) deductions, National Insurance contributions (NIC), and pensions.
• Maintained 100% compliance with HMRC’s requirements for PAYE, NIC, and other deductions.
• Administered various compensation programs like bonuses, commissions, overtime pay-ensuring accurate calculations based on performance metrics.
• Ensured correct processing of overtime, sick leave, holiday pay, and other types of employee absences.
• Streamlined payroll processes by implementing efficient software solutions and automating manual tasks.
• Ensured compliance with internal and external payroll audits.
• Conducted regular audits of timekeeping records for compliance with company policies and labor laws.
• Developed comprehensive training materials to educate new hires on payroll procedures and software tools.
• Payroll Processing and Administration

a. Description: Manage the entire payroll process, ensuring that employee pay is calculated correctly and on time.

b. Tasks: Collect attendance and overtime data, calculate and process salaries, bonuses, allowances, deductions, and manage payments.

• Partnered with finance department to reconcile payroll accounts, reducing discrepancies and ensuring financial accuracy.
• Statutory Compliance and HMRC Reporting

a. Description: Ensure compliance with UK employment laws, tax regulations, and pension requirements.

b. Tasks: Prepare and submit RTI (Real-Time Information) reports, ensure timely submission of tax and NI payments, and manage auto-enrollment pension contributions.

• Reduced errors in payroll processing through meticulous attention to detail and regular audits.
• Maintained strict confidentiality when managing sensitive employee information such as salaries or personal details.
• Collaborated with HR team members to streamline benefits administration and improve employee satisfaction.
• Managed complex payrolls for multiple clients, ensuring accurate and timely payments.

• Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
• Collaborate with performance testing teams to design and execute automated performance and load tests.
• Gathered knowledge about test processes, procedures, and best practices for automation testing.
• Received training and guidance from team leads on test automation techniques and tools.
• Participate in daily stand-up meetings, and retrospective sessions.
• Basic knowledge of automated testing concepts, methodologies, and tools.
• Basic knowledge in programming languages such as Java, Python, Selenium, Cucumber or similar.
• Basic knowledge in Selenium such as xpath, webdriver, framework, radiobuttons, checkbox, navigate to a URL, closing and quitting etc.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Engaged with customers to address inquiries, resolve issues, and provide information about energy services.
• Managing billing inquiries, processing payments, and resolving payment-related issues.
• Assisting customers with technical issues related to energy services, including meter readings, service interruptions, and online account management.

• Documented and detailed calls and complaints using call center's CRM database.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Resolved concerns with products or services to help with retention and drive sales.
• Attended telephone skills and program information training sessions to boost aptitude.
• Responded to customer calls and emails to answer questions about products and services.
• Escalated complicated customer account issues to supervisors and help desk workers.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Maintained up-to-date knowledge of product and service changes.
• Handled a high volume of inbound customer inquiries, providing accurate and efficient solutions in a fast-paced environment.
• Recognized for consistently exceeding performance targets, achieving a 50% conversion rate on upselling opportunities.
• Acted as a subject matter expert, providing guidance and support to junior team members.
• Achieved recognition for maintaining a 95% average call quality score over 12 consecutive months.
• Assisted in testing and implementing new software tools that increased team efficiency.
• Manage escalated customer issues, ensuring prompt resolution and maintaining a positive client relationship.