Feb 2025 – Present · 1 yr 4 mos · Bengaluru, Karnataka, India · On-site

• Managed a high volume of employee and operational inquiries, ensuring timely and accurate resolutions while advocating for stakeholder needs.
• Conducted detailed analysis of case data to identify root causes of issues and recommend process improvements.
• Utilized case management systems such as ServiceNow, Agent Accelerator, and other HRIS/ticketing tools to track, document, and resolve cases efficiently.
• Collaborated with HR, Finance, and Operations teams to resolve complex exceptions and streamline end-to-end processes.
• Identified recurring trends and provided data-driven recommendations to enhance operational efficiency and accuracy.
• Maintained professional communication across email, chat, and phone channels, ensuring consistent and clear support.
• Consistently met or exceeded KPIs for resolution time, accuracy, and stakeholder satisfaction, while championing employee concerns.