Uday Kiran

Transfers Specialist- HR Specialist 1 (Level 4) - Nov 14, 2022 - Present

Role Responsibility- POC for Internal international cross border transfers handling employee questions pertaining to transfer, payment, employee contracts and exits queries. Escalating to external stake holders i.e. Relocation, Immigration for quick resolution thus providing seamless transfer experience.

Hands on experience working HR tools HRIS, ADP, HR Dashboards and answering employee questions via calls and chats until employee settle in the destination country in the new role.

Projects/Initiations- Worked on employee coaching mechanism wherein support team feedbacks are shared via forms so that quality standards are met and errors are mitigated.

- Shared process improvement ideas pertaining to SOPs, updating work docs.

- Worked on work authorization docs standardization.

- Collaborated with Immigration team and assisted in updating knowledge centre on the missing policies/repeated contacts.

- Collaborated with the benefits team and suggested providing useful and helpful links for future reference post tickets are resolved due to which there were decrease in questions from the employee.

- Subject Matter Expert.

- Training new hires and managing internal queues.

HR Employee Services, Disability & Leave services- HR Assistant 3 (Level 4) Nov 16, 2021 - Nov 13, 2022

Role Responsibility- Managing queries via outbound calls/email pertaining to payments, document verification, attendance, exceptions and approving leaves for major life events like Pregnancy, Parental leaves etc.

Projects/Initiations- Worked on placing all the updates regarding SOPs, process improvement at a single place via excel and quip sheets.

- Shared process improvement ideas pertaining to queue management, scorecard, absentees contacts routing.

- Quality Assurance/Internal Audits.

- Subject Matter Expert.

- Training new hires.

Executive Customer Relations Specialist 1 (Level 4) Jul 9, 2017 - Nov 15, 2021

Role Responsibility- Handled customer escalation via outbound phone calls and emails written to CEO, Vice President (India), stake holders.

Projects/Initiations- Worked as shadow manager during peak season.

- Assisted leadership team during interviews, prepared questionnaire for interviews and monitored interview process.

- Developed detailed operating procedures and performed quality audits for Customer Delight program as per Executive Customer Relations Specialist standards.

- Worked on the guidelines pertaining to customer abuse prevention and monitoring CAP contacts.

- Worked on catalogue corrections on the website with stake holders.

- Worked on streamlining bounty campaign related queries and drafted SOP for India CS team.

- Trained new hires and provided continuous subject matter assistance to the team whenever employees reached out for assistance.

- Contact queue management and routing contacts to employees.

Customer Service Associate, Senior (Level 3) Feb 29, 2016 - Jul 8, 2017

Role Responsibility- Handled customer escalation (calls/chats) via transfers and resolve queries pertaining to pending resolutions for the orders placed.

Projects/Initiations- Collaborated with program team to ensure contact accuracy for Customer Delight audit.

- Created and distributed SOPs through fliers and via team meetings.

Customer Service Associate (Level 2) Feb 9, 2015 - Feb 28, 2016

Role Responsibility- Began tenure with Amazon in 2015. Handled customer calls and resolve queries pertaining to placing orders, tracking, order delivery, refunds, replacements and general inquiries.

Projects/Initiations- Developed SOPs for internal team operations.

- Achieved expertise as Subject Matter Expert and managed a team of 10 members as Apprentice Manager for 6 months.