Pavan Singh

Training & Leadership:

• Trained HR Managers and Directors on recruitment, onboarding, and compliance tools (ATS, HRIS, ADP).
• Delivered system training sessions and one-on-one support to senior HR leaders.
• Served as primary POC for tool/process-related queries from HR leadership.
• Led onboarding and continuous training for new team members; identified skill gaps and organized workshops.

HR Operations & Compliance:

• Managed end-to-end payroll processing via ADP and Paychex, ensuring accuracy and compliance.
• Handled onboarding, terminations, benefits, and employee record updates through ADP.
• Drafted offer letters and ensured timely completion of onboarding documentation.
• Supervised timesheets and implemented timesheet management tools to improve accuracy.

Finance & Accounting:

• Managed daily financial transactions, invoicing, and reconciliation using QuickBooks.
• Processed AP/AR and vendor invoices; coordinated with finance to resolve discrepancies.

Proposal & Procurement Support:

• Prepared price quotes for DC government solicitations, ensuring compliance with procurement guidelines.
• Coordinated with internal teams to gather technical specs and labor rates for proposals.

Team Management & Collaboration:

• Managed team workload, delegated tasks, and ensured timely project delivery.
• Fostered a collaborative and supportive team environment through open communication and knowledge sharing.
• Participated in team meetings to resolve challenges and improve processes.

Additional Contributions:

• Implemented process improvements that enhanced team collaboration and reduced project delays.
• Took initiative on high-impact projects, demonstrating adaptability and problem-solving skills.

Operational Oversight:

• Monitored productivity using DeskTime; analyzed work patterns to improve efficiency.
• Conducted routine inspections to ensure equipment operation and adherence to specifications.

• Successfully handled relationships with international clients, ensuring seamless communication and service delivery across different time zones and cultural contexts.
• Demonstrated expertise in [specific tasks related to international clients, e.g., Client Success & Account Management
• Managed a portfolio of 60+ high-value customer accounts, ensuring successful onboarding, engagement, and retention.
• Conducted onboarding for enterprise clients, driving strong product adoption and long-term satisfaction.
• Delivered one-on-one and group training sessions for senior HR leaders on ATS, HRIS, ADP, and onboarding platforms.
• Coordinated projects, resolved client issues, and addressed inquiries to improve satisfaction and retention.
• Executed communication strategies that enhanced client relationships and ensured proactive engagement.
• Performed regular account reviews and provided recommendations to help clients meet performance goals.
• Acted as Smartsheet SME, guiding clients on project management and collaboration best practices.
• Built and maintained long-term client relationships, supporting marketing automation platform success.
• Proficient in SaaS platforms, CRM tools, Outlook, Marketing Automation, and webinar support tools.

• Acting SME, trained new joined employees and taking care of existing team members.
• Handle high escalations calls and email.
• Answer inbound phone calls in a fast-paced work environment, providing timely and excellent customer service.
• Handles multitask work like Chat, email and call simultaneously take of team by providing the pieces of training to them.
• Monitor and manage daily service level and recommend procedures to improve team productivity.
• Managed approximately 30 incoming calls, emails and faxes per day from customers
• Work with quality management team to deliver improved client experience.
• Provide accurate customer feedback regarding product and service to support business.

• Manage calls and emails.
• NPS score analysis to evaluate the performance and identifying the gap between client expectation and service delivered.
• Conducted process trainings and quality checks of new joiners at location & across location.
• Conducted team huddles for training identification needs followed by coaching.
• Conducted process walk through for risk team and compliance team.
• Active participation on CRM migration process and collaborated with Team IBM in customization.

• Handled Financial Services Operations for international clients - NRI, HNI and Wealth segments.
• Responded to customer inquiries, providing information on Mutual Funds, Equities, IPO’s, ETF’s, Bonds and F&O.
• Maintain a high volume of quality work, while ensuring the highest confidentiality.
• Cross-sell bank products and services based on customer needs, following the bank's program standards.
• Collate data to generate MIS reports, other information required for effective decision making & latest updates about daily, monthly & yearly targets.