Pushpa Mary I

Served as the primary point of contact for current and former Lowe’s US employees via email and chat, handling high-volume HR and payroll queries.

Resolved issues related to payroll, onboarding, benefits, compensation, HR policies, and portal navigation using Workday (HCM), Kronos, and ServiceNow.

Managed end-to-end case resolution and escalations through ServiceNow, consistently meeting 1-business-day SLA targets.

Handled high-priority and payroll-impacting cases with strict data privacy, compliance, and confidentiality.

Coordinated with key stakeholders including Store Managers, SSA, AHRBP, external applicants, and employees to ensure accurate and timely resolutions.

Prepared and validated Employment Verification Letters on Lowe’s letterhead using verified data from Workday and Kronos.

Supported benefits administration including health insurance, retirement plans, leave management, and final settlements.

Worked with third-party vendors (Sedgwick, Alight, FADV, US Government agencies, mortgage companies) for verifications and employee services.

Delivered daily productivity reports and conducted Root Cause Analysis (RCA) to improve accuracy and reduce repeat errors.

Maintained and updated the HR Knowledge Base and SOPs to ensure consistent and accurate associate support.

Assisted Senior Representatives, Supervisors, and Managers with operational support and complex case handling.

Supported workflow monitoring and process improvements to enhance service efficiency and quality.

Supported HR back-end operations including employee data management and

compliance checks.

• Coordinated with HRBP and COEs for handling employee documentation, audit

reports, and transfer processes.

• Assisted in leave tracking, benefit updates, and Workday transactions.

• Communicated with third-party vendors and internal teams for policy clarifications

and issue resolution.

• Ensured data accuracy and compliance through daily reporting and Excel-based

audits.

• Addressed employee concerns via phone and email while adhering to SLA

timelines.

Supported chat, calls, and queue-based operations.

• Created CHT and CSAT reports for team performance evaluation.

• Conducted quality checks and reduced process errors.

• Assisted new advisors in metric understanding and performance tracking.

Processed MIFID-2 regulatory onboarding for OTC derivatives.

• Coordinated across international teams for seamless client onboarding.

• Managed system updates, BAU items, and global compliance tasks.