Nazia Faiz

· Addressing employee relations issues, such as harassment allegations, work complaints, or other employee concerns.

· Managing time punches for the employees on my time tool.

· Background Verification for exit employees.

· Preparing Business Invitations for Indian Employees traveling on business purpose oversea.

· Preparing Official letters for employees.

· Assisting employees with Leave Of Absence.

· Assisting employees with benefits.

· Analyze employment-related data and prepare required reports.

· Contact job applicants to inform them of the status of their applications.

· Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities.

· Interpret and explain human resources policies, procedures, laws, standards, or regulations.

· Maintain and update human resources documents, such as organizational charts, employee handbooks or directories, or performance evaluation forms.

· Prepare or maintain employment records related to events such as hiring, termination, leaves, transfers, or promotions, using human resources management system software.

· Knowledge in benefits administration processes or programs

Receive and log all queries received through phone or email in the HR systems. > Respond to inquiries pertaining to policies and programs including Benefits, Payroll, Leaves, Internal Transfers, Promotions etc.> Record inquiries from Candidates, guide them through the process of applying online and other hiring procedures.> Adhere to defined processes and ensure delivery in accordance with set quality standards.> Thorough knowledge of policies and processes for multiple employee groups.> Ensure the SLA are achieved at all times for HRS process.> Integrity and discretion in dealing with sensitive information and ensure data privacy and security is maintained at any given time.> Coordinate with partner teams to ensure timely resolution is achieved for the employees. > Take ownership of the cases

SME roles and responsibilities:

• Ensuring to meet the SLA by assigning backend work and maintaining the SLA by checking the Real Time Metrix (RTM) tool.
• Handling complex concerns .
• De-escalating potential escalations.
• Reaching out to stakeholders such as Compliance, Payroll, Legal team for unique request which does not fall under the process purview.
• Handling Specialty concerns.
• Providing additional assistance during less staffing.
• Preparing daily reports.
• Aided in creation and maintenance of SOPs and training materials.
• Hygiene checks on associates tickets and calls.
• Auditing calls and providing feedback.
• Collaborating with the team on a regular intervals to achieve the targets
• Coaching to agents not meeting the scores.
• Keeping the team appraise with new and revised policy.
• Mentored and trained new hires, developed and implemented performance improvement strategies
• Worked flexible hours across night, weekend and holiday shifts.
• Deep dived in broken process and improvised the policy and making it easier for the team.

· Assigning emails to the team members through the mailbox.

· Ensuring no emails are missed and checking the SLA.

· Validating the documents received.

· Checking on the signature validation to avoid fraud.

· Booking loans and funding through wire funding and direct deposit.

· If any discrepancies have the authority not to do the book until the same is confirmed by the banking associate via email.

• Assisting Honeywell employees with trouble shooting on the concur tool.

• Assisting Honeywell employees with the card blockage/ reinstatement of the card/ Increase of credit limit and cash advance.

• Closely working with the audit team to ensure the reports are approved in timely basis.

• Call and email quality checks for the team and also checking on the communication skills.

• Apart of these responsibilities I also worked on reconciliation of the accounts and also work on metrics such as sharing the CSAT scores to the team members and helping in improving the score of team.

· Investigated and resolved customer inquiries and complaints in an empathetic manner.

· Adhered to all confidentiality requirements at all times.

· Met all customer call guidelines including service levels, handle time and productivity.

· Solved unresolved customer issues.

· Promptly responded to inquiries and requests from prospective customers.

· Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

· Strong leader of customer support staff.

· Facilitated inter-departmental communication to effectively provide customer support.

· Trained staff on operating procedures.

· Investigated and resolved customer inquiries and complaints in an empathetic manner.

· Cross-trained and backed up other customer service managers.

· Adhered to all confidentiality requirements at all times.

· Met all customer call guidelines including service levels, handle time and productivity.

· Solved unresolved customer issues.

· Promptly responded to inquiries and requests from prospective customers.

· Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

· Trained staff on operating procedures and company services.

· Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Maintained up-to-date knowledge of product and service changes.