POOJA KHANDVE

• Payroll Team:
• Responsible for setting up the account which includes company setup, money movement, adding employees, keying balances, and completing Dashboard for payroll in ADP RUN.
• Calculating earning and deductions to check if it would be taxable, non taxable, pre-tax or post tax deduction.
• Rectifying/ recalculating variances in balances
• Worked on multiple projects
• Worked on different types of accounts like Reactivation, LAR, Wholesale,Total Source and Payroll only.
• Answering inbound calls in a high call volume environment, assisting candidates with scheduling their phone interviews.
• Informing candidates about their job application status, and transferring the calls to the respective teams.
• Candidate Care :

- Worked in Recruitment Process Outsourcing (RPO) process answering inbound calls in high call volume environment, Assisting candidates with scheduling their phone interviews, informing them their application status, and transferring calls to the respective teams depending upon the specific call situation

• Retirement Services US :

- Providing Support for Small market, Mid-Large Market 401K plans through emails and calls.

- Addressing all plan related queries, setting up 401K accounts and handling plan terminations when plan leaves the company. Briefly handled small market plans single handedly. Offering assistance with plan amendments based on employer’s preference and plan structure.

- Managing the mailbox of Client Service Manager (CSM) in their absence and working on all the plans under their responsibility.

-Conducting Reconciliation activities for loan taken by the employees from their plan accounts for temporary purpose and ensuring timely repayments, and sending them reminders regarding the loan status.

- Assisting employers in Year End Test (YET) and resolving queries related to it, ensuring compliance with IRS regulations for the company’s 401K plan.

- Ensuring 5500 Filing (Tax Filing) and supporting clients with all necessary information and documentation during the 5500 season.

- Conducting Audit during the 5500 season, providing comprehensive documentation about the plan, participants, bank details, plan sections, MOM loan information, and balances.

- Assisting client with Benchmarking requests by providing historical data and documents to help them make decisions when considering employment shifts.

- Preparing Plan Health Report for clients similar HR reports to provide insights into the performance and status of the 401K plans.

• Worked as a customer service associate for Indian customers (Voice Process), North America and Canada (Email and Chat)
• Worked as specialist Team representative to handle Fraud Customers, Detecting Fraud/Fake accounts, by raising Investigation and providing resolutions
• Moved as a Senior Associate for CS operations of Amazon India, responsible to resolve the issues that has been escalated to CEO and higher management authority
• Online Support for Phone, email and chat process for IN (India) Customers and international processes
• Proactively took floor escalations to resolve customer's issue and retain good customer experience
• Worked for different processes which include handling IN (India) calls/emails/chats, NA (North America) and UK Email/chat/calls
• Been a part of various teams in Amazon which includes Retail team, Prime, Investigation Team and Search & Rescue Team
• Raising Tickets for Trouble shooting and solved them by co-ordinating with the internal resources
• Closing the tickets and following up with the customers to resolve their pending issues within Service Latency Availability (SLA)
• Assisted newly hired team as a subject matter expert (SME) by conducting process refreshers and providing quick resolutions to the team members
• Won Customer Delight Award for resolving issues and restoring their trust in Amazon
• Earned points in an Internal event (Win, Bid, Redeem) and won many goodies on the basis of overall performance in PNQ site