Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Local Correspondence Address
Profile Snapshot
Timeline
Generic
Pratibha Jena

Pratibha Jena

Gurgaon

Summary

I consider myself as an open-minded, organized and resultoriented woman, aiming to work with a leading organisation where my technical and analytical skills can be utilised and where I can explore my ideas with full capability through proper training and succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and helps me achieve personal as well as organizational goals.

Adaptable professional in office and administrative support, known for high productivity and efficient completion of tasks. Specialize in data entry, record management, and customer service, ensuring smooth operational flow. Excel in organization, time management, and communication, utilizing these skills to meet and exceed workplace demands.

Overview

8
8
years of professional experience

Work History

HR Operations Associate

Expedia Group
06.2022 - Current
  • Managing Employee Life Cycle for EMEA, Middle East and APAC regions
  • Have been managing Employee Relations, Onboarding, offboarding and Benefits Enrolment for employees across different regions and countries
  • Have also been managing monthly payroll reporting for APAC region
  • Collaborating with internal and external stakeholders to ensure compliance, accuracy, and efficiency of the policies and procedures
  • Participated in different critical and confidential projects, respecting the deadlines gracefully
  • Supported employee queries, streamlined SOPs and performed reference checks
  • Managed Time and Absence for a brief period, managing employee queries and requests regarding leaves and schedules on Workday for regions across the globe
  • Point of Contact for employees/leaders face to face and through Case Management on platforms like Service Now
  • Zero D-Sats in the past 1 year, with quality met month on month

Regulatory Response Associate

Airbnb Capability Centre
05.2020 - 06.2022
  • Review and investigate alerts/cases escalated from various sources to provide supporting documentation and narratives to aid with determining if activities are unusual or out of character
  • Manage large volumes of incoming cases and execute decisions under pressure of tight deadlines and regulatory time frames
  • Have a score of 31 solves per day (SPD) over a specified guideline of 18 with 98% quality accuracy
  • Leverage open and closed source systems to decision potential matches in relating queues
  • Compile appropriate case notes and other documentation to support review, completed steps, recommended determinations, etc
  • Prepare detailed explanations in short sentence and/or paragraph form to support independent decisions & justification for escalations and de-escalations
  • Assist in the assessment of potential risks, patterns and trends based on case review and investigations completed

Customer Experience Specialist

Airseva India Pvt Ltd
04.2018 - 04.2020
  • Company Overview: An Airbnb Subsidiary
  • Worked in the outbound support: Email, messaging and, at times, calls
  • Part of the highest escalation team and work as the last resolution provider to the users
  • Handle escalation and mediate between users (Guest and host)
  • Providing solutions in a worldwide scale by interacting and understanding the needs of the clients
  • Have a score of 12 solves per day (SPD) over a specified guideline of 10
  • Supporting other teams on the floor and solving the queries on their tickets
  • Performance during the year exceeds the expected guidelines defined by the organization
  • An Airbnb Subsidiary

Dental Reviewer

Cigna Healthcare
07.2017 - 03.2018
  • Company Overview: Concentrix Pvt Ltd
  • Reviewed around 250-300 claims per day against daily targets shared
  • Reviewed, assessed and resolved the issues of the customers while following the defined guidelines of the company
  • Maintained the quality and met monthly metrics fairly well
  • Concentrix Pvt Ltd

Education

Bachelor of Dental Surgery -

Uttaranchal Dental And Medical Research Institute
09-2016

12th - General

I.S.C.
06-2008

10th - General

I.C.S.E.
06-2006

Skills

  • Quick learner with ability to learn new concepts, methods and technologies
  • Adaptable to dynamic environment and flexible
  • Problem Solving Approach
  • Always trying to look for process improvement ideas
  • A motivated team contributor as well as individual contributor
  • Keen knowledge seeker
  • A good listener
  • Patient

Hobbies and Interests

  • Cooking
  • Music in all forms.
  • Reading.

Local Correspondence Address

1902, ground floor, Block B1, Block G, Sector 57, Gurgaon, Haryana, 122003

Profile Snapshot

  • Currently working as an HR Operations Associate since the past 2 years and 9 months, mostly looking after the employee life cycle and employee relations, with precision and care.
  • Worked as a Regulatory Response Associate at Airbnb Capability Centre for 1 year and 7 months, collaborating with other global teams in sync with Airbnb Capability Centre.
  • Worked on mostly non-voice support with occasional exposure to voice support for 2 years at Airbnb Capability Centre.
  • Comfortable working in team as well as an individual.
  • Good planning and organizational skills with the ability to work under pressure.
  • Skilled multi-tasker, a problem solver, motivated by delivering high quality results and providing excellent service to employees.
  • I bring a comprehensive skill set to use platforms like Workday and Service Now.
  • I thrive in dynamic environments where I embrace challenges with radical accountability and where I can contribute to building strong, inclusive workplace cultures.

Timeline

HR Operations Associate

Expedia Group
06.2022 - Current

Regulatory Response Associate

Airbnb Capability Centre
05.2020 - 06.2022

Customer Experience Specialist

Airseva India Pvt Ltd
04.2018 - 04.2020

Dental Reviewer

Cigna Healthcare
07.2017 - 03.2018

Bachelor of Dental Surgery -

Uttaranchal Dental And Medical Research Institute

12th - General

I.S.C.

10th - General

I.C.S.E.
Pratibha Jena