Shailendra Kushwaha
Client Services Representative @Wipro
Signup · Get unlimited contacts
WORK HISTORY
Client Services Representative @Wipro
Gurugram, IN
Client Service Representative – Wipro Ltd, Bank of AmericaI have acquired proficiency in Client service, with specialized training in two major US domains: Payroll, Human Resource & AdminBusiness Process Recruiting and Staffing Performance management US Time Tracking(workday) Your Spending Accounts (YSA) and Health & Welfare My experience includes:Current Role: Customer Service Representative, orchestrating inquiries and services for Bank of America employees.Expertise in Tools: Proficient in Workday, Genesis Cloud, CS Pro 4.0x Software, My Benefits Resource, and the Alight and Assist Portals, leveraging these platforms to optimize service.Technical Skills: Advanced knowledge of MS Office, including Excel, Word, and PowerPoint, along with proficiency in facilitating users\' navigation through Genesys Cloud.Key Responsibilities:• Delivered payroll and tax solutions with a 95% satisfaction rate (surveys), reducing follow-up inquiries by 30%.• Automated payroll reconciliation in Excel, cutting manual effort by 10 hours/month and improving data accuracy by 20%.• Achieved 100% SLA adherence in payroll processing, ensuring zero penalties for clients.• Optimized client support using Workday, Genesis Cloud, CS Pro 4.0x and Alight Portals, improving response efficiency by 15%.• Supported peers on data navigation tools (e.g, CS Pro, knowledge resources of Bank), enhancing team productivity.• Directed health and benefits inquiries for US employees.• Oversaw and resolved issues related to Your Spending Accounts (YSA).• Executed timely and accurate service delivery, consistently meeting defined productivity levels.• Crafted domain expertise to resolve client issues effectively, aiming for first-contact resolution. • Handle time, and customer effort metrics.• Supervised high-quality chat interactions, ensuring both internal and client-level standards are met.
EDUCATION
K.S.P CONVENT HIGHER SECONDARY SCHOOL
Higher secondary education, Biology, General
Sant John's higher secondary school
High school education, Physical Sciences
ITM UNIVERSITY, GWALIOR
Bachelor of Business Administration - BBA, Business Administration and Management, General
ABOUT SHAILENDRA KUSHWAHA
US Payroll Specialist with experience supporting bi-weekly and monthly payroll operations…
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.