Sep 2024 – Mar 2025 · 6 mos · Hyderabad, Telangana, India

• ✔ Technology Strategy & Implementation: Lead the design, implementation, and management of HR systems (e.g., Workday, Jira Service Management), ensuring alignment with business goals and regulations.
• ✔ Change Management: Drive adoption of new HR technologies through change management strategies, including communication, training, and cross-departmental collaboration.
• ✔ Process Optimisation: Streamline HR processes by leveraging technology for automation, improving accuracy, and enhancing employee lifecycle experiences.
• ✔ Stakeholder Collaboration: Partner with HR, IT, and business units to identify technology gaps, act as a liaison, and manage external vendor relationships.
• ✔ Data & Analytics: Enable workforce data analysis with self-service tools, ensure data security, and generate insights for strategic decision-making.
• ✔ Training & Support: Provide training and ongoing support for HR technology users, staying informed on emerging HR tech trends to recommend improvements.

Nov 2022 – Sep 2024 · 1 yr 10 mos · Hyderabad, Telangana, India

• Overall Key Profile Highlights:
• ✔ Program Leadership and Management: Led a diverse team of 5 program specialists and managers, ensuring the flawless execution of programs to achieve desired outcomes.
• ✔ Program Planning and Integration: Crafted comprehensive program plans and seamlessly integrated sub-program project plans to enhance project execution.
• ✔ Continuous Improvement Initiatives: Initiated and promoted ongoing improvement projects in my functional area, significantly enhancing operational efficiency.
• ✔ Process Mapping and Migration Management: Created over 100 process maps using Signavio's process modeler and coordinated a migration to Lucid.
• ✔ Stakeholder Engagement and Communication: Established effective relationships with stakeholders, developing communication partnerships across business lines to achieve organizational goals.
• ✔ Service Catalog Development: Pioneered the creation of a comprehensive People Ops service catalog, expanding from 150+ line items to over 400+ work categories.
• ✔ Process Optimization and Time Savings: Optimized Tableau reporting and streamlined the sales certification audit process, resulting in substantial annual time savings of 1500 and 1056 hours.

Oct 2022 – Nov 2022 · 1 mo · Hyderabad, Telangana, India

• ✔ Oversaw a spectrum of HR projects encompassing service transitions, process enhancements, automation, policy design, and more.
• ✔ Developed comprehensive project roadmaps, documenting progress, and utilizing diverse tools and techniques for performance evaluation.
• ✔ Independently managed HR projects consistently, establishing repeatability and scalability.
• ✔ Cultivated and nurtured vital relationships with HR partners, service teams, and key business stakeholders to drive projects and initiatives.
• ✔ Proactively handed project risks, issues, and dependencies, promptly reported project status to the Program Manager.
• ✔ Assisted the Program Manager in cross-workstream project management and related activities, ensuring seamless coordination.
• ✔ Vigilantly managed and communicated evolving changes in project scope.
• ✔ Communicated clear project expectations to team members and stakeholders for effective collaboration.
• ✔ Defined project scope, success criteria, roles, and responsibilities, and maintained transparent communication throughout the project's lifecycle.
• ✔ Identified all stakeholders, both direct and indirect, and determined their level of involvement required for project success.

Sep 2021 – Oct 2022 · 1 yr 1 mo · Hyderabad, Telangana, India

Jan 2021 – Sep 2021 · 8 mos · Bangalore Urban, Karnataka, India · On-site

• ✔ HR Project Management: Managed diverse HR projects, spanning service transitions, process enhancements, automation, policy design, and more.
• ✔ Project Planning and Execution: Developed comprehensive project roadmaps, documented progress, and utilized various tools and techniques to measure project performance.
• ✔ Independent Project Management: Independently managed HR projects consistently, established repeatability and scalability for future initiatives.
• ✔ Stakeholder Relationship Building: Cultivated and nurtured essential relationships with HR Partners, Service Teams, and key business stakeholders to drive projects and initiatives effectively.
• ✔ Proactive Project Management: Proactively handled project risks, issues, and dependencies, ensuring timely reporting to the Program Manager and maintained transparent communication throughout the project life cycle.

Aug 2020 – Dec 2020 · 4 mos · Telangana, India

Apr 2019 – Jul 2020 · 1 yr 3 mos

• ✔ Project Leadership and HR Process Enhancement: Led multiple projects to build sustainable HR processes, globally transitioning HR projects, and establishing new business lines and processes.
• ✔ End-to-End Project Management: Managed medium-sized HR projects, overseeing the ongoing business operations, ensuring successful execution.
• ✔ Cross-Functional Collaboration: Collaborated with cross-functional stakeholders, including Change Specialists, Learning and Training, Quality, and HR partners outside of the ERC, to drive project success.
• ✔ Representing HR Operations: Acted as a representative of the HR operations team on partner projects, ensuring seamless process transitions, risk escalation, and timely resource allocation.
• ✔ Stakeholder Communication: Delivered project status updates to senior leadership and other stakeholders to ensure transparency and alignment.
• ✔ Partnership Building and Documentation: Forged and maintained partnerships with the Employee Services Team, HR stakeholders, and key business sponsors. Created essential business documents like white papers and developed experimental models to challenge redundant processes.

Oct 2017 – Apr 2019 · 1 yr 6 mos

• Operational Responsibilities:
• ✔ Conducted data analysis to identify trends and insights.
• ✔ Analyzed SLA reports to ensure compliance and efficiency.
• ✔ Conducted ad hoc quality audits to maintain process integrity.
• ✔ Delivered process training and refresher courses to enhance team capabilities.
• ✔ Managed GEMBA projects to drive process improvements.
• ✔ Addressed executive escalations, providing prompt solutions.
• ✔ Conducted quality analysis to maintain process standards.
• ✔ Identified process gaps and areas for improvement.
• Global Payroll SME:
• ✔ Served as a Global Payroll Subject Matter Expert (SME) for the North American Employee Resource Center (NA-ERC).
• ✔ Collaborated with NA Payroll and partner teams to handle escalations, process changes, and projects affecting employee compensation.

Aug 2016 – Sep 2017 · 1 yr 1 mo

• Contact Center Setup and Transition:
• ✔ Contributed to establishing a new contact center in India and ensured its seamless launch.
• Business Process Transition and Support Team Creation:
• ✔ Oversaw the transition of multiple business processes from Seattle to India and established a support team for these new processes.
• Tier 2 Employee Support:
• ✔ Provided Tier 2 support for internal Amazon Employees in North America, addressing inquiries related to employment, payroll, benefits, and life-cycle matters.
• Workflow and Team Management:
• ✔ Managed daily workflow, including call, ticket, and rotation volumes, reporting any irregularities to Leadership for prompt action.
• ✔ Conducted biweekly one-on-one sessions with team members, documented feedback, and escalated team concerns to Leadership for resolution.
• ✔ Prepared the India Internal Monthly Business Review (MBR) featuring performance highlights and areas for improvement.
• ✔ Monitored SLA and Aging Ticket reports for the respective team, assisting team members in addressing outstanding tickets.
• ✔ Collaborated with workflow specialists to ensure staffing during optional and mandatory holidays.
• Continuous Improvement and Training:
• ✔ Drove continuous improvement through methodologies like Deep Dives, Lean, and Kaizen.
• ✔ Partnered with Seattle to identify root causes for any issues. Addressed team trends, summarized monthly performance, suggested action plans, assigned owners, and tracked implementation and effectiveness.
• ✔ Collaborated with Subject Matter Experts (SMEs) and Quality teams to create training materials and refreshers, while tracking new hire and refresher training status.
• ✔ Addressed smaller team opportunities through written communication and attended biweekly POD ✔ Led Connect meetings for cross-functional collaboration.

Sep 2014 – Jul 2016 · 1 yr 10 mos

• ✔ HR Support for Amazon Employees: Joined Amazon as an HR Assistant II, focusing on providing support for internal Amazon Employees in North America, including handling phone calls and tickets.
• ✔ Collaborative HR Services: Worked closely with the ERC team in the US to serve as the initial point of contact for Employees, Managers, and the HR community.
• ✔ Acted as the voice of ERC to deliver a range of HR services to North American Employees.
• ✔ Exceptional Customer Service: Committed to delivering exceptional customer service by ensuring accurate, efficient, and personalized resolution of queries.
• ✔ Leveraged systems, tools, and resources to maintain the highest service standards.
• Key Responsibilities:
• ✔ Logged and managed queries received through phone and email in the Trouble Ticketing tool.
• ✔ Addressed inquiries regarding policies and programs, covering topics such as benefits, attendance, payroll deductions, and more.
• ✔ Adhered to defined processes and maintained quality standards in service delivery.
• ✔ Demonstrated comprehensive knowledge of policies and processes for multiple customer groups.
• ✔ Ensured consistent achievement of service levels for HRS processes.
• ✔ Fostered innovation and embraced a commitment to change and process improvement, implementing Kaizen and Lean methodologies.
• ✔ Upheld integrity and discretion when handling sensitive information and maintained data privacy.
• ✔ Took ownership of query resolution and individual metrics, ensuring effective and efficient problem-solving.

Sep 2013 – Jul 2014 · 10 mos

• IS-IT Consultant Role Overview:
• ✔ As an IS-IT Consultant, my role encompassed participation in the service desk operations, handling client inquiries, and ensuring compliance with contractual service levels. I was a part of a pilot team involved in the transition process in Switzerland.
• Incident & Change Management Responsibilities:
• ✔ Incident Creation: Proficiently worked on Service Management (SM) to create Incidents based on User Requests and Issues.
• ✔ Incident Closure: Took responsibility for ensuring the closure of all Incidents, ensuring that each query is effectively resolved.
• ✔ Issue Resolution: Investigated and provided resolutions for all incoming emails.
• ✔ Change Documentation: Ensured that all Changes made in the application were appropriately documented, approved, and accurate.
• ✔ Change Implementation: Took charge of making sure that all Changes were accurately and punctually implemented.
• ✔ Quality Improvement: Actively drove proactive quality improvement initiatives and conducted Trend Analysis to enhance service quality.
• ✔ Report Generation: Ensured the production of high-quality, timely, and accurate daily, weekly, and monthly reports as per agreements with customers.
• ✔ Process Adherence: Strictly adhered to process policies and service level agreements (SLAs) to maintain consistency in service delivery.
• ✔ Quality Standards: Strive to achieve and maintain high standards of service quality.
• ✔ Issue Resolution Focus: Maintained a core concentration on the effective resolution of issues.
• ✔ On-Call Support: Provided on-call support to users and other associates during non-working hours.

May 2012 – Sep 2013 · 1 yr 4 mos

• I worked for Verizon DSL services as a technical support associate, helping customers with their broadband network related issues.

Jul 2010 – May 2012 · 1 yr 10 mos · Greater Hyderabad Area

• Customer Care Executive