SAP GUI
Revathi Pillay
Analyst
Pune
Summary
Accomplished Analyst with over a decade at BPO Industry.
Eager to work in a dynamic business environment with possessed skills. Highly motivated to provide the best service to the Customer.
Resourceful, and committed to continually advancing my knowledge and manage to come up to higher position while serving an organization
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Analyst
ADP India Private Limited
03.2014 - 03.2024
- 10 years of experience with ADP GlobalView Payroll services for (APAC)region in SAP GUI
- Core responsibility to manage and troubleshoot payroll, portal and time & attendance related queries for multiple clients and employees and ensuring high level of accuracy in FAQ's and training documents.
- Identified and resolved problems through root cause analysis and research.
- Assist end to end customer queries from hiring until their final pay with smooth transition from Go live client to Services.
- Reconciliation of user creation on SAP GUI portal for new joiners of various MNC clients. Worked on analyzing Business Blue Print, configuration worksheet, FAQs and functional specification documents upto date.
- Ensured driving with First Call Resolution to customers on their pay advices, components, Statutory deductions, allowances, Tax, Leaves, overtime and feed all details in Service request tickets for further changes or discrepancy escalating to Support team
- Handle User/Customer escalations and formulate actions to resolve any concerns and ownership till resolution. Actively participated in workshops setup for project showcasing
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Trained new joiners in the team. Coach and help develop team members and bridge knowledge gaps and improve NPS. Analyse surveys, FCR & preparing various pending reports.
Senior Customer Service Executive
Tracmail (India) Private Limited
12.2012 - 03.2014
- Worked as a Senior Customer Service Representative for a B2B Insurance process HMS (Health Management System)
- Client facing role verifying claims status with US Healthcare providers
- Denial management and taking necessary steps to resolve claims on hold.
- Preparation of daily performance trackers of Associates.
Lead Gen Executive
TATA Business Support Services Limited
04.2011 - 08.2012
- Primary responsibility included identifying and qualifying potential leads through targeted research and outreach strategies.
- Continuously optimized lead generation processes to drive maximum results and meet company goals
- Successfully surpassed quarterly lead generation targets by cultivating strong relationships with prospect clients and utilizing various communication channels to engage with key decision-makers.
- Collaborated with the sales team to ensure seamless transition of qualified leads and provided insights and recommendations to improve lead generation strategies.
- Call Monitoring and providing actionable insight. Arranging for Call calibration sessions.Training agents on quality policies and procedures.Provide feedback to agents that can help with modification of agent behavior, sales performance and improving customer experience.
Education
MBA - Post Graduation Diploma in Business Administration
Symbiosis Distance Learning
Pune 06.2015 - 11.2017
Bachelor of Arts - Commerce
Abeda Inamdar College
Pune 06.2009 - 03.2013
Skills
Analytical and critical thinking
Team Management
Leadership
Team work and collaboration
Decision-making
Excellent communication
Software
Etime
Siebel CRM
Genesis iCloud
Mainframe
Timeline
MBA - Post Graduation Diploma in Business Administration
Symbiosis Distance Learning
06.2015 - 11.2017
Analyst
ADP India Private Limited
03.2014 - 03.2024
Senior Customer Service Executive
Tracmail (India) Private Limited
12.2012 - 03.2014
Lead Gen Executive
TATA Business Support Services Limited
04.2011 - 08.2012
Bachelor of Arts - Commerce
Abeda Inamdar College
06.2009 - 03.2013
Hobbies
Drawing and Painting
Mehendi
Nail Art
Rangoli
Belly dancing
Travelling
Hobbies
Drawing and Painting
Mehendi
Nail Art
Rangoli
Belly dancing
Travelling