SHREYA SINGH
Case Manager (HR Assistant III)
Summary
Experienced case management and HR professional with 3+ years in employee support and customer service. Skilled in resolving sensitive cases, ensuring policy compliance, and delivering tailored solutions. Collaborates cross-functionally to enhance employee experience, uphold confidentiality, and drive efficient, people-focused outcomes in fast-paced, dynamic work environments.
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Overview
4
4
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, providing end-to-end support for LOA and disability events in compliance with FMLA, ADA/ADAAA, and multi-state regulations
- Reviewed medical documents and coordinated with HR, Legal, Payroll, Safety, and TPAs to adjudicate leave cases
- Ensured accurate documentation and maintained case records in internal systems per compliance standards
- Facilitated return-to-work and ramp-back plans by partnering with managers and stakeholders
- Provided personalized, compliant support during sensitive cases, leveraging internal tools and best practices
- Educated managers on leave policies to improve communication and planning
- 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
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