Vaishali Kohli

• Managed major pilot projects for JFK, IAH, and MSP stations regarding EE attendance and payroll operations for 20K+ employees ensuring compliance with federal (FLSA, FICA, FUTA), state, and local tax laws as well as company policies.
• Verified payroll calculations, including salary adjustments, benefits, mandatory deductions, statutory contributions (FICA, federal/state taxes), and necessary historical corrections with 100% accuracy.
• Administered federal and state income tax withholdings, Social Security, Garnishments, Medicare, and 401K contributions ensuring compliance.
• Uploaded weekly and monthly employee schedules on WFM tool (Zaddons) to ensure seamless attendance management and HR compliance.
• Created and maintained process SOP for aligned HRSS function.
• Responsible for domain trainings, performance, absence management, staffing and scheduling for a team of 12 associates.
• Stakeholder relationship management & regular reporting.
• Query resolution and conflict management.
• End to end performance management and follow ups.
• HR/EE personal file maintenance and coordinating subversion process to maintain the project history.
• Conducted periodic audits to ensure compliance with industry standards and regulatory requirements.
• Tools used- Kronos, UKG, ADP, Workforce Now, Zaddons (WFM)

• Coordinated hiring interviews, onboarding assistance, BGV documentation, cross training voice and non-voice batches, communication coaching, floor support to HR Operations, and employee retention programs.
• Worked with HR Operations Team Managers, Sr. Service Managers, Practice Managers, and other Assistant Managers for firming up on Monthly and Quarterly key expectations on performance requirements. Consolidating overall requirements into coverage targets basis business units and creating an action plan for performance improvement.
• Routine client calibrations with internal Operations and Onshore Client Managers and discussion around overall process quality improvement.
• Audited customer interactions for the Employee scorecards and conducted regular coaching & feedback sessions with the HR Operations teams.
• Identified major outliers through Training Need Analysis (TNA) and facilitated structured sessions specifically catered to the employees on PIP.
• Created and maintained batch participation reports on LMS tool followed by collation and analysis of Level 1 survey feedback from training session as well as handling Level 1 escalations from business around quality of programs ensuring compliance.
• Conducted skip sessions, managing IJPs end to end, and policy implementation.
• Point of contact for monthly and quarterly business performance reviews with the stakeholders in order to improve service level and quality.
• Maintained attrition report, conducted exit interviews and managed employee separation.
• Tools used- HRIS (Workday), ICIMS (ATS), LMS

• Query management through Service Now, reviewing Workflows, Service Requests, real-time escalations, and ad hoc requests from Clients, researching and documenting the issue, identifying root cause followed by suggesting resolution and mitigation solutions.
• Responsible for supporting process & colleague improvement for the clients across various CS delivery centers across India, NA and Canada.
• Process improvement and TNI based on escalation reviews, root cause analysis on DSATs as well as repeat calls to provide results and feedback to Client Managers, Team Managers and CS Representatives as necessary.
• Created analysis based report outs and business summary synopsis reports on all the assigned responsibilities.
• Executed tool/SOP updates and tailoring in Customer Service client-specific training delivery followed by inviting feedback through surveys.
• Tools used- HRIS (Workday), Lotus Notes, Service Connect (Salesforce), CS Pro, TBA, HRX Assist

• Trained and worked on all HR domains during the tenure- HW, Payroll, Time Keeping, HRFS/ WFA, Learning, Employee Relations, Recruitment.
• Administered US health benefits and payroll for all Bank of America employees.
• Resolved 200+ weekly employee payroll queries regarding pay stubs, benefits deductions, tax withholdings, and garnishments, ensuring employee satisfaction.
• OFS and mentor for 2 new teams in 2018 and 2019.
• Tools used- HRIS (Workday), Right Now (Oracle PeopleSoft), CS Pro, TBA, UPoint, Siebel

CS Representative for Amazon.uk and Amazon.in processes with responsibility to handle 50+ customer queries in a day regarding orders, deliveries, returns and refunds escalations.