SHREYA SINGH
Case Manager (HR Assistant III)
Summary
HR Operations and Case Management professional with 3+ years of experience in global HR shared services, supporting multi-region employee populations. Skilled in managing high-volume HR cases, ticket-based support systems, and employee lifecycle processes including leave management, payroll support, and compliance. Proven ability to handle time-sensitive requests within SLAs while collaborating with cross-functional and international teams. Experienced in HRIS tools, employee support, and delivering accurate, compliant, and people-focused HR solutions.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Case Manager
AMAZON DEVELOPMENT CENTER, INDIA PVT. LTD
Bengaluru
07.2024 - Current
- Managed 150–200 employee cases daily in a high-volume global HR operations environment, ensuring resolution within defined SLAs
- Provided end-to-end support across the employee lifecycle, including leave of absence, disability, and return-to-work processes.
- Responded to employee and manager queries via ticketing systems and HR helpdesk channels.
- Collaborated with HR, Legal, Payroll, and global stakeholders across multiple regions.
- Ensured compliance with FMLA, ADA/ADAAA, and internal policies.
- Maintained accurate documentation in HRIS and case management systems
- Provided personalized, compliant support during sensitive cases, leveraging internal tools and best practices
- Delivered high-quality service in a high-volume, fast-paced, and regulated environment
Sr. Business Support Executive
BRICKWORK INDIA
Bengaluru
12.2022 - 06.2024
- Supported Global Heads and Senior Directors across US and Europe with calendar, travel, and expense management
- Managed complex international calendars, meetings, and travel logistics (air/hotel/ground) via CWT; processed expenses in Concur
- Handled sensitive, time-critical information with discretion; ensured timely follow-up on action items
- Assisted in team coordination, business development initiatives, and ad-hoc projects with a data-driven approach
- Provided training and served as a quality auditor for onboarding and process compliance
- Responded to stakeholder queries, delivering accurate updates and professional support
HR Assistant II (CRC Sr. Associate)
AMAZON DEVELOPMENT CENTER, INDIA PVT. LTD
01.2022 - 08.2022
- Handled HR services related to Leave of Absence, Payroll support and transactions, Tickets, and Attendance, for North American Employees.
- Reviewed medical documentation to determine leave eligibility in compliance with Amazon’s leave plans, federal and state laws, and benefits policies.
- Followed SOP/ guidelines, best tools, and Amazon resources to effectively manage leave events and adjust the case management plan according to employees changing needs.
- Well versed with applications like ADP- US Payroll Tool, Time and Attendance System, Panorama, Salesforce, Dali, PeopleSoft and Trouble Ticketing.
- Additionally, ensured compliance with regulations and maintained accurate records in the system.
- Highly skilled in answering questions, understands the employee’s situation, and applying the appropriate benefits and resources.
- Ability to build relationships by identifying issues.
- MyHR cases, Sim Tickets, Pay, Benefits, Email to Cases, Case management and Internal Transfer.
Virtual Customer Service Associate
AMAZON DEVELOPMENT CENTRE, INDIA PVT. LTD
08.2021 - 11.2021
- Answered calls daily from customers inquiring about product usage, billing issues, or general company information, maintained flow, ability to communicate complex issue clearly and ensure their shopping and transactions experience is pleasant, productive, and memorable, and to mediate any critical business processes that may have escalated.
- Ability to analyze problems, handled 40+ calls per day to address customer inquiries & concerns and deliver it by designing and executing solutions accordingly.
- Understood the issue and make best use of the SOP to resolve it.
Education
B.Tech - Biotechnology
Amity University
Lucknow 01.2016 - 01.2020
12th STD - undefined
J.T Golden Jubilee School
10th STD - undefined
J.T Golden Jubilee School
Skills
Self-Motivated & Result-Oriented
Time Management
Case Management
Confidentiality & Email Etiquette
Human Resource Management
Leadership & Customer Service
Problem Solving & Analytical Skills
Disability Claims & Employee Relations
Multi-State Compliance
HR Collaboration & Conflict Resolution
MS Office- Word, Excel, Powerpoint and Outlook
Calendar Management
SAP Concur, PeopleSoft, Salesforce & Slack
Time and Attendance System
Trouble Ticketing
Honours Awards
- Innovation day celebration 2016 – secured 3rd position in poster presentation.
- Coordinated an event 'Techno Solution' held on 02/08/18 at Amity University, Lucknow campus.
- Top performer as Customer Support Lucknow site for 2 weeks consecutively, achieved and maintained all performance metrics in Amazon.in – 10/01/21.
- Maintained high productivity and quality score above 90+ for over 3 months in Amazon.in – 04/01/22 to 08/31/22.
Online Courses Certifications
- Udemy online Certificate Course – on Business Fundamentals: Corporate Strategy.
- Completed an online video course on Fundamentals of Management, with Goldman Sachs 10,000 Women, scored 75%.
- Simplilearn online Certification course – on Business Analytics with Excel
Timeline
Case Manager
AMAZON DEVELOPMENT CENTER, INDIA PVT. LTD
07.2024 - Current
Sr. Business Support Executive
BRICKWORK INDIA
12.2022 - 06.2024
HR Assistant II (CRC Sr. Associate)
AMAZON DEVELOPMENT CENTER, INDIA PVT. LTD
01.2022 - 08.2022
Virtual Customer Service Associate
AMAZON DEVELOPMENT CENTRE, INDIA PVT. LTD
08.2021 - 11.2021
B.Tech - Biotechnology
Amity University
01.2016 - 01.2020
12th STD - undefined
J.T Golden Jubilee School
10th STD - undefined
J.T Golden Jubilee School