Rohan Tandon

• Supported the management of implementations using domain methodology and best practice knowledge Advocates and facilitates customer Service and domain team integration providing alternatives to eliminate redundancies/gaps
• Assists in the development of CS requirements by researching CS issues, escalating to the CS Domain Manager as needed
• Attended CS status meetings and updates CS Domain Manager on status of work, raising any deliverables or key dates in jeopardy
• Collaborates with ongoing team members, implementation team aligned to project to establish strong relationships
• Conduct monthly process reviews to share people performance & process metrics, maintain process data
• Translates client requirements into key tasks requiring customization and Consulting with service aligned Manager, analysts and ongoing team to determine and tailor legal documents needs for client team
• Tailors case management (including internal/external setup, topics/subtopics and workflow catalog)
• Reviews and translates domain specific and common client requirements to tailor provisional and procedural tools, security guides and additional reference database information

Training/Transition to Ongoing

• Creates client specific training calendar and materials
• Creates and ensures fully functioning test cases are ready for CS training and call simulations
• Coordinates and facilitates CS client specific training in partnership with SME aligned resource(s) and Develops CS call simulations
• Supports pre‑live verification and transition activities to ensure a successful live date

CAPEX (Capital Expenditure)

• Collaborated with IT team and individual business leads to understand and forecast budget and asset requirements
• Assisted with daily asset allocations and new issuance requests within business units.
• Generated reports for compliance and adherence activities
• Coordinated with capacity managers on attrition cases and asset recoveries for terminated employees.
• Hosted quarterly review meetings with the Execution Hub Sector Head.

• Query management through Service Now, reviewing service requests, real time escalations and ad hoc requests for clients, researching and documenting the issue, identifying root cause followed by suggesting resolution and migration solutions.
• Responsible for supporting process & colleague improvement for the clients across various delivery centers across India, North America and Canada.
• Process improvement and TNI based on escalation reviews, root cause analysis on D-SATS to provide results and feedback to the stakeholders and CS representatives as necessary.
• Certified LEAP trainer in HW and Payroll domains responsible for major client trainings.
• Executed tools/SOP updates and tailoring in customer service client specific training delivery followed by inviting feedback through surveys.
• Trained and worked upon all HR domains - HW, DB (Pension), Payroll, Timekeeping, HRFS/WFA, Learning, Employee Relations, Recruitment.
• OFS and mentor for all the new teams in 2020 and 2021.
• Tools worked upon- HRIS (Workday), Right Now (Oracle), CSPro, TBA, Worklife, Siebel, Service Connect (Salesforce), HRx Assist, Kronos.

• Hired for Baxter pilot batch and got trained in Payroll and HRFS domains.
• Assisted client employees with timekeeping issues and paycheck queries.
• Handled client escalated calls efficiently, finding satisfactory resolutions for both client employees and the company alike.
• Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
• Recognized for effective team building and engagement initiatives.
• Collaborating on daily team huddles and weekly client calls.

• Derived customer satisfaction through product servicing.
• Acted as an SME for training delivery and coaching.
• Expertise in credit card dispute handling.
• Skilled in upselling the products.
• Handled over 20K customer queries and highest customer satisfaction rating holder throughout the tenure.
• Rewarded and recognized as a top performer in the team for consecutive 8 months.
• Part of the annual dream team award in 2015