Shubham Mukherjee
Delhi
Summary
Highly motivated and detail-oriented Associate with experience in employee service and support. Strong ability to multitask and prioritize tasks, with excellent communication, problem-solving and data management skills. Working experience with Panorama, ADP, SIM-Ticketing, Ivan-ti, Bright pattern, Alight, People Portal, Salesforce and other CRM software tools to resolve the queries received from employees. Proven track record of consistently meeting or exceeding performance goals with integrity and discretion in dealing with sensitive information.
Overview
2
2
years of professional experience
Work History
HR Assistant L2
Amazon development centre
Remote
03.2022 - 03.2024
- Part of Amazon's vast HR department, being the 1st point of contact for any employee working at Amazon worldwide.
- Where my research and management abilities are tested.
- Managing the data in different tools for North American employees working in different profiles and pay frequencies using different HR Software tools such as Sim Ticketing & Trouble Ticketing, MyTime (Time & Attendance), Panorama (SAP), ADP Portal, ADP PayForce, ADP Smart Compliance, People Portal, River, Smart-Forms & others.
- Managing issues of North American employees majorly related to Absence Management, Attendance (Time Card and other Punch and Paycode related issues), Promotion/Demotion, Job and Personal Information update, Benefits, Covid-19, Crisis Support, Data Management & Employment Verification, Employee Relations.
- Leave of Absence and Accommodations, Moves & Exits, Pay, Tax, Performance Review & Compensation, Business Invitation letters (Work Visa) and Workplace Issues.
- Identify gaps in the supporting documentation and also areas where the level of customer service could be improved by driving increased numbers of questions / queries being resolved at first contact.
- Participation in the continuous improvement of HR processes.
- Working closely with employees, internal teams and standing as a point of contact from recruiting to exit (complete life cycle).
Specialist- HR Support
Randstad Offshore Services Private Limited
Hyderabad
03.2024 - Current
- Record keeping of all communication in our benefit portal and tracking system in a comprehensible way.
- Tracking all issues and issue resolution activity using call or issue tracking programs such as Ivan-ti, Alight and People portal.
- Collaborated with internal partners in regard to any requests received via trouble tickets or applications and deep dive for root cause to eliminate or reduce future contact needs.
- Resolved queries by referring to documentation such as company polices and standard operating procedures (SOP's).
- Acted as a liaison between insurance carriers and associates/employees to resolve eligibility and enrollment concerns.
- Handled general inquiries relating to Qualified Work or Life Events, Employment Verification, and Employee's Job and Benefit Data Update/Maintenance with the ability to handle all inquiries, issue resolutions, and operational questions with quick analysis and resolution of escalated customer concerns.
Education
Bachelor's - English (Hons.)
University of Delhi
12.2020
Diploma - Software Engineering
National Institute of Information Technology
04.2019
Higher Secondary -
Raisina Bengali Senior Secondary School
05.2015
Skills
- Employee Hire to Retire and Employee life cycle
- Able to work under stressful conditions meeting with deadlines
- Excellent verbal as well as written communication skills
- Able to work in a team environment
- Willingness to stretch if required with a very flexible and a can-do attitude
- Analytical Skills to determine logical flow of activities
- Quick starter with an ability to work across teams and levels
- Ability to follow instructions and pay attention to details
- Great interpersonal skills to effectively and politely communicate with clients, display patience, humor and helpfulness at all times – front line contact for employee issues
- Strong decision making and problem-solving skills
- Ability to multi-task and agile enough to change in a fast-paced dynamic environment
Projects : Mentoring
- Became a part of the Mentors team, providing support and guidance to the new hires and the associate onboarding, and shifting to different teams, to get started with the ticketing process, SLA requirements, SOP knowledge and employee satisfaction practices in the Amazon. Achieve monthly performance targets, including resolution rate, average handle time, and customer satisfaction scores. Instituted quality control techniques to achieve performance excellence among the new hires.
WC Trainer
- Became a part of the Trainers team, providing support and guidance to the new hired and tenured associate, on working with WC ( Workers compensation document request) contacts, including the 9 state forms such as FL, NY, NC, WA, TX etc as well as the wage report retrieval and blurb creation process.
Team 360 (Escaltions Team)
- Handled escalations in the back end with partnering specialty team to control the contact queue and to provide resolutions at the earliest to the aging and out of the box queries.
Affiliations
- PeopleSoft (People Portal)
- ADP – US Payroll tool
- Time and Attendance System
- Towers Watson – Benefits
- Work Number – Employment Verification
- Workers Compensation Tool and State Forms
- Trouble Ticketing
- Amazon SIM Ticketing
- Salesforce Case Management – Shared Service Workflow Cloud Application
- Unified Service Central
- Kronos workforce central
- Panorama sales force (Amazon)
- Hyland Unity Client [Amazon]
- Microsoft Word (To create Port of entry and Business Invitational letters)
- Excel
Languages Known
- English
- Hindi
- Bengali
Timeline
Specialist- HR Support
Randstad Offshore Services Private Limited
03.2024 - Current
HR Assistant L2
Amazon development centre
03.2022 - 03.2024
Bachelor's - English (Hons.)
University of Delhi
Diploma - Software Engineering
National Institute of Information Technology
Higher Secondary -
Raisina Bengali Senior Secondary School
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