Hi, I’m
Paras Kanda
Gurgaon
Summary
Innovative Process Lead with 9+ years of experience in a supervisory position. Successful at staying observational and motivating in high-stress environments. Committed to worker safety and top-of-the-line quality assurance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
years of professional experience
1
Certification
Work History
Wipro HR Services India Pvt. Ltd.
Process Lead
9 2020 - Current
Job overview
- 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.
- Collaborated with cross-functional teams to achieve organizational objectives through strategic HR planning.
- 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 and employee assistance.
- 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 context of query, determine the ask from requestor, research or troubleshoot the request and draft response as per defined guidelines.
- Ensure Turn Around Time for the cases are met by monitoring ticket queue on timely fashion and any deviations are reported.
- Identify opportunity areas to implement new ideas to strengthen/ streamline existing processes through continuous improvement culture.
- 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 to understand the SOP and drafting the tickets for them.
- Streamlined benefits administration processes for improved efficiency and reduced errors.
Cognizant
Senior Process Executive
08.2014 - 03.2020
Job overview
- 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.
Dell International
Customer Care Associate
05.2010 - 02.2014
Job overview
- 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.
Education
Punjab Technical UniversityJalandhar
Master of Computer Applications from Computer And Information Systems Security
Skills
Task Prioritization
Customer Focus
US Benefits, Lifecycle and Work flexibility
Canada Benefits Carer's Leave BBL STD
Training New team members
Materials knowledge
FMLA, PFL
Accomplishments
- Successfully transitioned wave 2.5 provided by the SME.
- Learned all domains i.e. US benefits, Lifecycle and work flexibilty.
Certification
Certified by SME on US Benefits, Lifecycle, Vendor management and Work flexibility.
Timeline
Senior Process Executive
Cognizant
08.2014 - 03.2020
Customer Care Associate
Dell International
05.2010 - 02.2014
Process Lead
Wipro HR Services India Pvt. Ltd.
9 2020 - Current
Punjab Technical University
Master of Computer Applications from Computer And Information Systems Security