SURENDRA PHANI VARMA

ERC Team :

· Receive & log all queries received through phone & email in Panorama / Trouble Ticketing tool

· Responsible to work on Ticketing to resolve the queries received from the employee

· Responding to inquiries regarding policies and programs including benefits, attendance, payroll, deductions etc.

· Adhere to defined processes and ensure delivery in accordance with set quality standards

· Thorough knowledge of policies & processes for multiple Customers group

· Ensure the Service level are achieved at all times for HRS processes

UEC Team :

Unemployment benefits (depending on the jurisdiction also called unemployment insurance or unemployment compensation) are payments made by back authorized bodies to unemployed people. In the United States, benefits are funded by a compulsory governmental insurance system, not taxes on individual citizens. Depending on the jurisdiction and the status of the person, those sums may be small, covering only basic needs, or may compensate the lost time proportionally to the

previous earned salary.

Unemployment benefits are generally given only to those registering as unemployed, and often on conditions ensuring that they seek work and do not currently have a job, and are validated as being laid off and not fired for cause in most states.

Roles & Responsibilities at Amazon UEC:

 Expert HR with proven expertise in implementing the policy and procedure while handling shorter and future dated

US state Claims

 Maintaining Quality with utmost accuracy in the entire process.

 Responding to queries raised by the US Government at the right time within speculated time bars with accurate information

 Major POC in providing the details to the state through Amazon agency.

 Provide complete, concise and accurate information regarding employment history and events leading to

terminations in response to unemployment claim inquiries as required by state and federal law

 Prioritize work to meet short deadlines set by state unemployment agencies

 Ensure the Service level are achieved at all times for HRS processes

 Innovative with a commitment to change and process improvement

 Integrity and discretion in dealing with sensitive information and ensure data privacy at all times

 Responsible for assigning working, monitoring their dashboard and work.

 Monitored the dashboard for the entire team and highlighted SLA misses on daily basis.

Global Immigration Team (GIT) :

Oversees immigration programs and assists foreign citizens with immigration procedures.

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Process all the transaction requests within US, EMEA & APAC region in 2 business days with 100% SLA.

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Work with PeopleSoft People portal, iCIMS, Salesforce details as per task specifications.

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Improve customer experience by addressing their queries through Trouble Tickets (TT), E-mails and through Asana requests.

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Coordinate with the team and deliver critical/ad-hoc requests with high standards..

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Experience in customer escalation management, and interacting with customers

Amazon (Internal Transfers EMEA and APAC) :

Experience in handling the internal transfer assessment tickets for both EMEA and APAC .

Sending the assessment Inquiries to the ISP's if the employees are sponsored by the company and providing the appropriate resolution.