Sharmeela P

• Acted as a trusted strategic HR partner, offering expert guidance to managers and employees on HR policies, procedures, and best practices to support a positive workplace culture.
• Collaborated closely with leadership to successfully implement organizational change initiatives including restructuring and workforce planning, ensuring smooth transitions and alignment with business goals.
• Facilitated resolutions for high-priority HR concerns, supporting operational efficiency: responsible for resolving complex, sensitive, and high-priority HR transactional issues that cannot be settled by first-line support teams or critical, high-priority, or sensitive HR tickets escalated by tier-1 support or HR business partners (HRBPs).
• Partnered with specialized HR teams—compensation, benefits, talent acquisition, and learning & development—to deliver comprehensive support tailored to employee needs.
• Coordinated daily operations for Cisco Systems teams via Randstad India Private Limited, ensuring alignment with project timelines and team objectives.
• Managed bulk organizational updates such as department transfers, work location changes, and referral bonuses using Workday’s Enterprise Interface Builder (EIB), optimizing efficiency and accuracy.
• Handled complex compensation-related cases, including bonus adjustments, job title changes, start date corrections, and other critical employee data updates with high priority and confidentiality.

• Coordinated HR operations seamlessly across APJC, AMERICAS, and EMEA regions, supporting a diverse and global workforce.
• Processed a wide range of employee transactions in Workday, including supervisory organization changes, manager and department transfers, working hours updates, job title changes, terminations, referral bonuses, compensation adjustments, and contract conversions (part-time/full-time).
• Conducted thorough employee background verifications to support hiring and compliance standards.
• Prepared essential employee documents such as employment verification letters, internship completion certificates, and relieving letters with accuracy and professionalism.
• Assisted employees with flexible work arrangements by preparing agreements for on/off ramps, part-time roles, and remote work setup.
• Generated and audited key reports, including Employee Referral Bonus case-related audits, to enhance performance tracking and ensure compliance.
• Strengthened client relationships through effective process management and continuous service delivery improvements.
• Consistently exceeded KPIs across quality, productivity, service level agreements (SLAs), and customer satisfaction (CSAT), while positioning as a top performer within the team.

• Created and managed trouble tickets for attendance, termination, and payroll issues, facilitating prompt resolution of employee concerns.
• Logged and tracked employee queries via CRM and ticketing systems, ensuring accurate documentation and timely resolution.
• Managed Employee Resource Center cases for Amazon India associates, resolving HR queries to enhance employee support.
• Responded to HR policy inquiries for US employees, maintaining strong policy knowledge.
• Adhered to quality standards while consistently meeting SLAs and TATs, ensuring reliable service delivery.
• Took ownership of query resolution and met individual performance metrics contributing to team goals.
• Handled sensitive information with integrity and ensured data privacy compliance.

• Identified trends in user behavior through data analysis, informing strategic decisions for user engagement.
• Conducted NPS detractor analysis and delivered weekly reports, enhancing insights for customer experience improvements.
• Led projects on repair reduction, fraud prevention (saving $75K annually), process simplification, and open case management.
• Managed backlog and daily aged order reports for timely operations.
• Acted as a subject matter expert to train teams during process transitions.
• Earned Certificate of Appreciation for providing proactive support to the team.

Logistics & Order Management Coordinator

• Managed logistics and international shipping for printer and PC product lines, ensuring timely deliveries.
• Managed supply chain and logistics coordination with FedEx, USPS, UPS to ensure accurate deliveries and claims.
• Resolved order exceptions by collaborating with service and escalation teams to improve resolution times.
• Coordinated daily account operations with cross-functional teams, enhancing quality and timeliness of order fulfillment.
• Collaborated with suppliers and customers to optimize operations and reduce costs.
• Led fraud prevention for exchange orders by validating sellers and customers.
• Facilitated new product introduction for printers and PCs to ensure smooth market entry.
• Prepared reports for customers, management, and teams.

• Provided Level 2 technical support on products and customer entitlements, ensuring compliance with service level agreements.
• Resolved hardware/software issues and managed service requests, enhancing customer satisfaction across multiple channels.
• Validated hardware service needs and coordinated timely repairs to minimize downtime.
• Conducted open case audits to ensure accurate resolutions.
• Earned recognition for exceptional performance in technical support.

• Earned recognition for exceptional customer service, receiving multiple appreciation emails and the Best Agent award for First Call Resolution (FCR).
• Resolved technical support tickets following E4E Business Solutions service desk procedures.
• Troubleshot hardware, software, and network issues for client users.
• Documented case details in CRM and ticketing systems.
• Installed and configured primary server groups to enhance performance and reliability.

• Resolved complex hardware and software issues for Dell customers across multiple product lines, enhancing customer satisfaction and loyalty.
• Troubleshot Microsoft operating systems professionally and efficiently, maintaining service quality while handling high call volumes.
• Implemented effective workstation configurations, leading to prompt technical issue resolution and improved user experience.