Nitu Sharma
Sr. Analyst
Pune
Summary
Sr Analyst with over 10 years of experience in progressive and accomplished supervisory role. Focused and skilled at employee oversight, mentoring and driving continuous improvements. Customer Service-focused professional and friendly team player with a knack for building productive working relationships. Dedicated to identifying customer needs and delivering effective solutions to the problems. Excellent time management skills combined with a superior knowledge of the customer service industry.
Overview
13
13
years of professional experience
2012
2012
years of post-secondary education
5
5
Certifications
Work History
Analyst
ADP
02.2020 - Current
- Working as an Analyst in Streamline/Celergo payroll process to prepare report base dashboard for new joiners, leavers, terminated employees for multiple clients.
- The Service Metrics report is then shared with SRM (Service Relationship Manager) and then finally shared with client in EMEA, APAC and AMER regions.
- Preparing dashboard on a monthly basis for multiple clients on weekly/bi-weekly/semi-monthly using tools like Client 360, Siebel, BPM,etc.
- Escalating partners and partner manager for payroll discrepancy, timeliness issue, etc.
- Reviewing partner data with source data to eliminate loopholes.
- Resolving client request/queries through Siebel mgmt. tool by raising ticket to the concerned department.
- Handling and uploading data on Client 360 for various parameters in key performance indicators (KPI) and sent to clients.
- Using MS Excel to generate customized report as per client requirement and work with product manager to provide statistical information.
- Follow proper escalation procedure and adhere to latest training and support standard procedure.
- Completing time sensitive tasks in a timely manner for employees to be paid correctly on the first payroll run.
- Providing on job training to new joiners and managing team, assigning tasks as TL backup
- Sharing Dashboard for the entire team with the CRM every month
- Sharing daily synopsis to Senior Manager regarding team stats and new joiners
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
Research Correspondence Writer
Ocwen Financial
06.2012 - 01.2020
- Worked as a research correspondence writer, preparing responses (mail and customer care network) for research requests received.
- Worked as Senior Specialist in Research, reviewing responses prepared by writers. Responsible for ensuring that the research done, resolutions provided and responses prepared are accurate and compliant with company policy.
- Worked as Quality Analyst - scoring writers on parameters set for the Research Team.
- Provided floor support during production by troubleshooting queries or difficulties writers face.
- Experience in effectively working with other departments to obtain resolutions for issues faced by customers.
- Conducted trainings for writers for process improvement, where I showed effective ways of conducting research and preparing responses for different scenarios.
- Worked as a TL back up in achieving weekly and monthly targets, preparing reports reflecting team stats on aged items and improvising the reject counts.
Education
Bachelor’s degree - Commerce, HR
Genesis College of Commerce
HSSC - Commerce
Gul mohur High School
SSC - undefined
Gul mohur High School
Skills
Advanced MS Excel proficiency
Comprehensive documentation skills
Data analysis and reporting
Problem-solving analysis
Team collaboration and leadership
Time management
Decision-making
Analytical thinking
Data research and validation
Consistent deadline management
Coaching and Training
Process optimization
Certification
Completed Power BI Crash course for creating powerful dashboards which includes:
Disclaimer
Declaration: “I hereby declare that the statement made in this application is true and best to my knowledge”. Place: Pune Date
Timeline
Analyst
ADP
02.2020 - Current
Research Correspondence Writer
Ocwen Financial
06.2012 - 01.2020
HSSC - Commerce
Gul mohur High School
SSC - undefined
Gul mohur High School
Bachelor’s degree - Commerce, HR
Genesis College of Commerce
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