Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Awards
Personal Information
Certification
Timeline
Generic

Pooja Mote

Sr.Analyst ( Service Center Team Lead )
Pune

Summary

Dynamic Senior Analyst and Service Center Team Lead at HRO Comprehensive Services with a successful track record at ADP, boasting over 5 years of US payroll and Taxing expertise. Possessing over 10 years of professional experience, hardworking and highly motivated professional eager to contribute combined knowledge and skills to enhance business performance. Operating effectively in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.

Overview

11
11
years of professional experience
1
1
Certification
3
3
Languages

Work History

Sr. Analyst ( Service Center Team Lead )

ADP
10.2019 - Current
  • Deep understanding of ADP’s platforms (e.g., Workforce Now, Vantage, Run, etc.)
    Stay up to date on product updates, compliance changes, and industry best practices.
  • Led a cross-functional service center team of 8+ associates, improving response time by 25% and ensuring SLA compliance across payroll and HR support functions.
  • Streamlined service delivery by implementing process improvements and data-driven decision-making, reducing client escalations by 30%.
  • Conducted in-depth data analysis to identify service trends and operational bottlenecks, driving initiatives that enhanced team efficiency and client satisfaction.
  • Developed and sustained dashboards to track KPIs, supporting informed decision-making by leadership.
  • Led in-depth payroll analysis and audits for large-scale client implementations, ensuring 100% compliance with federal, state, and local tax regulations.
  • Interpreted complex payroll structures and translated business requirements into system configurations across ADP platforms (e.g., Workforce Now, Vantage).
  • Partnered with implementation consultants to identify process gaps during onboarding, reducing client go-live delays by 35%.
  • Created and maintained payroll test cases, validated parallel runs, and ensured accurate conversion of legacy data into ADP systems.
  • Supported continuous improvement initiatives by analysing post-implementation support tickets and recommending systemic fixes to reduce rework.
  • Supervised a team of payroll specialists handling client inquiries during and post-implementation, resolving over 90% of issues within SLA.
  • Designed and delivered team training on payroll compliance, system navigation, and implementation procedures, improving team accuracy and confidence.
  • Served as an escalation point for high-impact client issues, coordinating with tax, compliance, and technical teams to deliver timely resolutions.
  • Reduced onboarding time for new hires by 40% with implementation of process checklists and knowledge base articles.
  • Contributed to a 20% improvement in client satisfaction (NPS) scores through hands-on support, coaching, and proactive service initiatives.

Customer Service Retention Specialist

Tech Mahindra Business Services
07.2017 - 09.2019
  • Led initiatives to enhance customer retention, achieving a 100% boost in satisfaction.
  • Mentored and coached a team of 18 associates, improving team performance by [specific metric such as NPS &AHT].
  • Acted as point of escalation for complex customer concerns, resolving issues efficiently while ensuring brand loyalty.
  • Conducted regular performance evaluations and feedback sessions, identifying training needs and boosting team morale.
  • Collaborated with quality and training departments to tailor upskilling modules aligned with business retention goals.
  • Recognized for consistently exceeding retention KPIs and contributing to process improvement initiatives.
  • Maintained detailed documentation of customer interactions and feedback to support strategic improvements in service delivery.
  • Led daily team huddles and knowledge-sharing sessions to ensure consistent alignment with customer-centric objectives.

Customer Service Executive

Credence Resource Management
09.2014 - 05.2017
  • Worked as Sr. Debt Collector Advisor.
  • Profile was to collect remaining debts of the customers for their Mobile Utility Bills.
  • Developed strong customer relationships and loyalty through effective communication.
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Handled difficult customer situations with professionalism and composure while maintaining a positive attitude.

Education

B.COM - Commerce

J R N Distance University
Rajasthan

HSC - Commerce

P Jog Junior College
Pune

SSC - undefined

P Jog High School
Pune

Skills

US Payroll Taxing & Compliance

Accomplishments

  • Successfully led and mentored a high-performing team within the Service Center, enhancing productivity and client satisfaction across multiple support channels.
  • Recognised as a Subject Matter Expert for ( Payroll processing, US Taxing, HR and Onboarding, Benefits Administration etc.] providing expert-level guidance and training to internal teams and new hires.
  • Played a critical role in the implementation and continuous improvement of standard operating procedures (SOPs), resulting in improved operational efficiency and reduced service response times.
  • Consistently met or exceeded performance KPIs, including client satisfaction scores, case resolution times, and team service metrics.

Additional Information

GPA: 67

Awards

  • Consecutive 3 Quarters R&R winner
  • Participated in Hackathon Q3 FY22 idea implementation
  • Best Performer 4 Quarters in a row FY22 & FY23
  • Earned 10 Spotlight Awards and 2 Quarterly Award for Service Excellence in year.
  • Earned Best Team Award in FY24.

Personal Information

  • Date of Birth: 03/28/95
  • Nationality: Indian

Certification

Certified Scrum Master

Timeline

Certified Scrum Master

01-2025

Sr. Analyst ( Service Center Team Lead )

ADP
10.2019 - Current

Customer Service Retention Specialist

Tech Mahindra Business Services
07.2017 - 09.2019

Customer Service Executive

Credence Resource Management
09.2014 - 05.2017

B.COM - Commerce

J R N Distance University

HSC - Commerce

P Jog Junior College

SSC - undefined

P Jog High School

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Pooja MoteSr.Analyst ( Service Center Team Lead )