Paras Kanda

• Currently aligned with Strada (BMO) client.
• Completed training for performance and compensation
• Updating Merit plans as per the client's requirements.
• Import eligible Employees awards for Executive and Non-Executive categories.

GHRO

• Live case audits drafted by Human resource coordinators.
• Working as a content writer to get the SOP updated looping in the stakeholders.
• Developed and enhanced personnel work instructions to clear up confusion and boost performance.
• Identified opportunities for continuous improvement through data analysis and process evaluation.
• Performed benefits audits to identify discrepancies and opportunities for improvement in plan design or administration.
• Fielded employee inquiries related to insurance, pension plan, vacation, sick leave, Family Medical Leave Act (FMLA), Paid family leave (PFL), statutory leaves, I9 leaves, baby bonding leaves.
• Explained benefits to plan participants in easy-to-understand terms in order to educate each on available options.
• Managing TTFT (Time to first touch) and TTR (Time to resolve) for the team.
• Conducted annual open enrollment sessions to ensure employees were well-informed about their options and plan changes.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Partnered with Subject Matter experts (SME) to establish and develop corporate and HR policies and procedures.
• Review and perform final audits on the processed tickets before submission. Understand the query context, determine the requester's request, research or troubleshoot the request, and draft a response as per defined guidelines.
• Ensure Turn Around Time for the cases is met by monitoring the ticket queue on a timely fashion and any deviations are reported.
• Collaborated with other department leads to streamline communication channels, fostering a culture of transparency and collaboration.
• Identify opportunity areas to implement new ideas to strengthen/ streamline existing processes through a continuous improvement culture.
• Served as a mentor for junior team members, providing guidance to clear the transition period.
• Worked well in a team setting, providing support and guidance.
• Ensure SOP guidelines are followed accurately during query resolution.
• Ability to summarize the situation and be able to articulate the response on the Query received.
• Adhere to all time bound SLA on timelines when actioning on tickets.
• Ability to interpret Googler’s situation and provide the available resources & solution.
• Helping the new colleagues understand the SOP and draft the tickets for them.
• Streamlined benefits administration processes for improved efficiency and reduced errors.
• Conducted root cause analyses for any deviations from established processes, developing action plans to prevent the recurrence of issues.

• Worked for Google My Business Services. Handling UKI, European clients.
• Assisting them to get their business published on Google. Helping clients who have multiple customers facing locations and they need to show the business locations on Google, explaining Google parameters for same.
• Clients may have issue with the reviews and posts on business pages.
• Successfully met the customer satisfaction survey that happens on each handled Ticket. Received Star of the Month awards for meeting all required framework.
• Have been recognized for performing and exceeding most quality frameworks provided by client.
• Reach potential customers who haven't discovered their business yet on digital footprint.
• Explaining users shows how many customers found you in a “Direct” search they searched for your business name or address) versus a “Discovery” search (they searched for a category, product, or service that you offer, and your listing appeared)
• Illustrating the customers that how violating the Google guidelines & policies may affect your business on Google maps.
• Handling the clients’ escalations for the priority customers who have issue with their business information in the digital world.
• Have also handled the chats in the same line of business.

• Service the Customer and Fix the Customer's Issue.
• Set realistic expectations with the customer and to deliver on those expectations every time as per Dell standards.
• Manage open customer cases until final resolution and own the customer issue and understand the customer needs.
• Be clear on how we want the customer to feel following their contact with Dell - important, reassured, impressed, delighted and looked after
• Ensure the proper handling of unusual or problematic situations.
• Enhance the value of the positive customer experience through the knowledge, factual information and advice imparted.