Summary
Overview
Work History
Education
Skills
Accomplishments
Courses In Progress
Closing Statement
Timeline
Generic

Jayanthi Shankar

Hyderabad

Summary

Results-driven Client Account Manager at ADP India Pvt Limited, adept in payroll administration and client relationship management. Achieved a 90% NPS score by optimizing payroll solutions and enhancing client satisfaction. Demonstrates dynamic problem-solving and effective communication skills, fostering strong partnerships across diverse cultures while ensuring compliance and operational efficiency.

Overview

14
14
years of professional experience

Work History

Client Account Manager

ADP India Pvt Limited
Hyderabad
01.2022 - Current
  • Managed multi country payroll processing and audits for 30 client accounts, ensuring compliance with regulations.
  • Served as main point of contact, fostering relationships with clients and in-country partners.
  • Took ownership of end-to-end payroll cycle, demonstrating proficiency in troubleshooting and alternative options.
  • Advised clients on payroll expansions and additional services, building relationships across diverse cultures.
  • Handled high volume of communications from stakeholders, ensuring timely, accurate responses.
  • Kept current with changing regulations to ensure compliant payroll processes.
  • Utilized tools such as ADP Celergo Portal to optimize payroll operations and enhance efficiency.
  • Coordinated payroll escalations, collaborating with internal teams to resolve issues by deadlines.
  • Maintain TNPS & RNPS

Implementation Specialist

ADP India Private Limited
Hyderabad
08.2018 - 07.2022
  • Implemented ADP's payroll solutions for top management executives, ensuring compliance with ADP guidelines and client expectations, with an average NPS score of 90% every year.
  • Optimized system configuration and product upgrades using industry and project knowledge.
  • Provided regular implementation reports to stakeholders, highlighting critical issues, project status, and assisting team members wherever possible.
  • Ensured accurate and timely delivery of client setup, maintaining high client satisfaction and retention, resulting in a KRA score of 4 out of 5.
  • Exchanged routine information with client project team members and addressed any process gaps by conducting knowledge-building sessions.
  • Specialized in Canadian payroll and legislation, including tax calculations, and enrolled in CPA training by the company.
  • Focus on business transformation by providing new ideas and collaborating with team members for further development.
  • Trained clients on best practices for system utilization and functionality.

Technical Service Representative

Dell International Services
Hyderabad
03.2016 - 12.2016
  • Delivered exceptional customer service by troubleshooting technical and network issues remotely, achieving high satisfaction ratings.
  • Worked closely with other departments to ensure prompt resolution of customer issues.
  • Educated customers on procedural guidelines, leveraging communication and problem-solving skills to resolve inquiries.
  • Diagnosed hardware and software issues using troubleshooting tools.
  • Focused on positive customer experiences by actively listening, addressing concerns promptly, and ensuring complete resolutions.
  • Supported team dynamics within six months of joining, demonstrating strong work ethic and commitment.
  • Recognized for outstanding client service experience in first quarter post-training, reflecting dedication to excellence.
  • Participated in competitive quiz challenge against Site Director and team, highlighting teamwork and competitive spirit.

Technical Service Representative

Parrotfish INC
Hyderabad
04.2011 - 12.2015
  • Delivered technical support to customers via phone and email.
  • Diagnosed and resolved hardware and software issues efficiently.
  • Escalated complex problems to relevant teams for prompt resolution.
  • Documented customer interactions and solutions in company database.
  • Contributed to development of company knowledge base for technical issues.
  • Consistently exceeded performance metrics and customer satisfaction targets.

Education

Bachelor’s - commerce

Madurai Kamaraj University
05.2016

Skills

  • Software proficiency
  • Time management
  • Dynamic problem solving
  • Active listening
  • Adaptability
  • Effective communication
  • Process improvement
  • Team player
  • Payroll administration
  • Project management
  • Client relationship management

Accomplishments

  • NPS of 95% and above
  • Process expansion idea in the implementation stage
  • Employee of the quarter multiple times

Courses In Progress

  • PMP
  • Six Sigma Black belt

Closing Statement

As a hardworking and dedicated professional with a passion for learning, I am eager to apply my skills and experience to contribute to the success of your organization. I am excited about the opportunity to take on new challenges and grow with the company, and I would be honoured to be considered to interview for the position.

Timeline

Client Account Manager

ADP India Pvt Limited
01.2022 - Current

Implementation Specialist

ADP India Private Limited
08.2018 - 07.2022

Technical Service Representative

Dell International Services
03.2016 - 12.2016

Technical Service Representative

Parrotfish INC
04.2011 - 12.2015

Bachelor’s - commerce

Madurai Kamaraj University

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Jayanthi Shankar