MAHESH P SHINDE

As MHLS Team Manager, I partner with cross-functional teams like Operations, HR, and Payroll to provide world-class customer service. I collaborate with the broader US and Costa Rica Client teams to standardize processes that ensure world class customer service to employees, Managers or HRs. These transactions require due diligence, an eye on meeting policy and compliance requirements. The team supports business needs for Fulfillment Centers, Customer Service, and Specialty Ops. Leveraging my skillset I will provide guidance, training and resolutions related to Client Services Tasks. I will be responsible for leading shifts by overseeing Call volume, escalations, quality, and partner with workflow to ensure the team meets service level commitments.

Responsibilities:
· Partnering Program management.
· Design & execute Career plans for team members.
· Conducting performance reviews for the Team members.
· Presenting team metrics in the MBR.
· Coordinating with the POD leaders on the team performance on a monthly basis.
· Analyzing the overall performance along with the POD leaders & building action plan for improvement or sustain improvement.
· Identifying Projects for continues improvement in the process.
· Collaborating with the LT to discuss the trends Hits & Misses for current month.
· Coordinate with the recruiting team on CS hiring & updates.

Project Management and Communications:
· Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. Participates in cross-functional process improvement initiatives.
· Assist in developing and implementing training programs to improve the quality and productivity of the team.
· Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
· Investigates discrepancies, finds and implements solutions.
· Creates business cases and manages enhancements. Presents high quality data findings
Identifies need creates and distributes standard communications. Maintains departmental content in all channels. With manager oversight, develops and implements communication plans.
· Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager.

People Management:
· Leading and developing a team of 10 or more Associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team and manage the team and ensure high service delivery and execution.
· Actively participate in and drive the continuous improvement culture through KAIZEN and LEAN projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
· Achieve performance goals and objectives in line with the network wide vision and goals.
· Carrying out supervisory responsibilities in accordance with Amazon policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
· Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Customer Service:
· Responds to queries from team, internal business partners, candidates and customers including high level leadership teams.
· Managing key stakeholders both internal & external & partnering with them for process enhancement.
Subject Matter Expertise:

· Acts as a Subject Matter Expert for customers and team.
· Deep knowledge in one or more areas like Payroll and Employee Life Cycle, Benefits and Leave of Absence.
· Skip level escalation point for any process related issue.
· Performs audits of team’s work. Assists in developing and approving guidelines

• Receive & log all queries received in Trouble Ticketing and HR Tool by referring to Amazon Policy Explanations and content checking.
• Analyze, research, and resolve cases that have been logged into case management system for Payroll, Fin-Ben, Benefits and Life-Cycle.
• Managing cases, performing in-depth research, identifying resources for providing information, follow through to obtain information, and resolve cases efficiently and thoroughly, meeting both volume and quality service measurement standards.
• Adhere to defined processes and ensure delivery in accordance with set quality standards.
• Thorough knowledge of policies & processes for multiple Employee groups.
• Ensure Service level are achieved at all times for HRS processes.
• Integrity and discretion in dealing with sensitive information and ensure data privacy at all times.
• Process terminations through H.R.
• System (People Soft) which includes calculating final pay, vacation, severance, etc.
• According to federal/state/local guidelines and regulations, including recovery of Payroll over-payments.
• Along with regular assigned responsibilities had involved in reviewing cases being assigned to other Team members and providing feedback on action taken as and when required.
• Currently also working as Backup SME for Benefits POD which involves in reviewing escalations created towards incorrect benefits deductions on pay check and working with subordinate teams in getting issue fixed.
• Administered compensation, benefits and performance management systems and safety and recreation programs.
• Resolved Employees problems, improved operations and provided exceptional client support.
• Have handled on Average of 20 Employee queries per day in various formats.
• Been part of case management audit project which involves in reviewing agent's case details and providing feedback as in necessary.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
• Led employee relations through effective communication, coaching, training and development.
• Maintained practice and strength-building equipment and purchased new equipment to replace deficient pieces.
• Maximized performance by monitoring daily activities and mentoring team members.
• Accomplished multiple tasks within established timeframes.
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
• Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.

• Routing concerns of employees to appropriate team in order to ensure resolution is achieved within Service Level agreement.
• Delivering result at highest standards by acknowledging procedures to be followed in order to resolve queries.
• As Front-line Associate and First mode of contact for Employee ensuring sensitive data is been dealt with utmost standards Taking ownership of issues and Following up with request on regular basis.
• Have also worked on De-dupe process, where in duplicate files created with candidate profiles.
• Also have been part of Pilot batch for Attendance hotline team.
• As front line contact have addressed queries of employee while are on Leave of Absence by confirm their return to work details and also ensuring to route their queries to Site HR or LOA team for further clarification.
• Have been part of Pilot team for Manager CHAT process.
• Was part of floor support and have assisted new team members of 7 batches in process queries during peak volume months.

• Handling day-to-day operations and high delivery of EDM, new employee and employee movement processes, entry into People-soft inline with end user requirements Responsible for issuing appropriate employment verification letters, employee movement letters Processing position number to set up Profile of employee in People-soft Handling Over-payment recovery caused due to Late Termination request raised by Line manager, Recovery of notice period upon agreement with ex-employee, Excess leave payout.
• Sending consequence management notification to employee Co-coordinating with different team with Payroll Operation in getting desired resolution for employee's queries.
• Have extended support for Leave Of Absence team in contacting Employee and ensuring Over payment amount paid while Employee are on leave.
• Managed over 20 plus contacts a day in reviewing the queries and providing the best possible solutions with our HR polices

• Handling Mortgage payment process to ensure accurate loan disbursements
• Have handled 50 plus mortgage application per day in terms of negotiating the payment strategies to the builder and broker.
• Providing customer credentials and credibility data to relevant stakeholders impacting effective decision making on loan approvals.
• Transition of Loan Shortage pilot process.
• Identification of duplicate loan requests to avoid bad debts.
• Handling team in absence of Line manager by coordinating Team meetings, Work allocation.
• Regularly Generating Ideas for Process Improvements and enhancing operational resource.
• Trained new team members in regards to process on regular basis.
• Sending out daily metrics and ensuring work load is completed within SLA .

• Audit stores and make necessary corrections on errors identified on Sales Registers and Process online corrections of receipts in stores.
• Identify missing transactions in POS and re-key same as necessary.
• Balance terminals using standard auditing procedures.
• Process and balance POS terminal totals as per established procedures.
• Have handled on Average of 150 Audits from Point of Sales Receipts generated.