🔹 Assisted in HRIS implementation by performing data mapping, validating payroll datasets, supporting User Acceptance Testing (UAT), and troubleshooting system issues during rollout.
🔹 Improved reporting accuracy for retiree benefits, incentives, compensation, employee pay inquiries, PTO, reimbursements, and reconciliations through detailed audits and process enhancements.
🔹 Updated Documented Transaction Process (DTP), created process maps, and analyzed compensation trends.
🔹 Audited PTO and vacation accruals using tracking sheets, HRIS dashboards, and compliance rules, identifying discrepancies and preventing payroll errors by 22%.
🔹 Processed and validated employee benefits changes, open enrollment updates, bonuses, and rewards, with high accuracy across HRIS platforms.
🔹 Reduced escalations and maintained 100% Green quality scores for 6 consecutive months by implementing structured audits, coaching new hires, and ensuring adherence to project standards.
🔹 Conducted training on data preparation, reporting, and business writing for new hires and operations teams. 

SKILLS: Business Process Mapping, Data Querying & Data Modeling, Reporting and Analysis, Change Management, Risk Assessment & Mitigation, Payroll Reconciliation & Compliance Analytics, Visualization & Reporting, Process Re-engineering & Optimization. 

TOOLS: Concur, SAP, Zendesk, Vmware, Advanced Excel Pivoting, Tableau. 

CLIENT: Walgreens 

🔹 Owned end-to-end payroll cycle processing, including off-cycle runs, adjustments, reconciliations, tax validations, and benefits deductions.
🔹 Processed and audited payroll cycles by verifying earnings, deductions, and tax calculations while addressing discrepancies and employee inquiries on deductions and accruals.
🔹 Administered EIB (Enterprise Interface Builder) mass data loads into the Workday system for payroll and employee data updates, ensuring data accuracy and successful integrations.
🔹 Executed payroll settlements for all pay frequencies (weekly, bi-weekly, semi-monthly, and monthly) post payroll calculations, validating outputs prior to finalization.
🔹 Validated payroll calculations for pre-tax and post-tax deductions, including 401(k) deferrals, employer matches, and loan repayments, to ensure accurate net pay and tax compliance.
🔹 Conducted testing for seamless process implementation by performing validation checks, comparing outputs, and supporting system updates or configuration changes.
🔹 Performed Root Cause Analysis (RCA), Failure Modes and Effects Analysis (FMEA), and escalation risk assessments to identify process gaps, improve service delivery, and reduce repeated issues.
🔹 Addressed payroll inquiries related to discrepancies, missing deductions, incorrect accruals, and tax issues; processed paycheck corrections, updated employee records, and recouped overpayments by preparing required adjustment forms— ensuring accurate payroll delivery and preventing recurring errors.
🔹 Handled garnishments and child support orders in compliance with federal, state, and union requirements.
🔹 Managed ACH rejects, integration reports, and compliance audits for payroll to ensure accurate payments.
🔹 Delivered Workday, Salesforce, and HRX tool training across teams to enhance reporting quality and accuracy.
🔹 Designed and maintained Standard Operating Procedures (SOPs), FAQs, and process documentation for multiple payroll functions, improving workflow clarity and team consistency.
🔹 Coordinated with onshore teams, documented Minutes of Meetings, and ensured alignment with client requirements and operational expectations. 

SKILLS: Business Process Documentation, Service Improvement Analysis, Escalation Analysis, Reconciliation and Trend Reporting, KPI & SLA Tracking, Quality & Compliance Auditing (Business Writing Skills), RCA, FMEA, HRIS/Payroll Systems, CRM & Case Management, Data Validation, Cross-Functional Collaboration, Training & Tool Adoption, Client Communication & Issue Resolution, UAT/Sandbox Testing Support. 

TOOLS: Salesforce, Workday, PeopleSoft, MS Office, Advanced Excel, AWS 

CLIENT: The Cigna Group

🔹 Processed flight disruption compensation and claims per IATA standards.
🔹 Logged cases, tracked details, and handled escalations.
🔹 Prepared communication templates and case notes ensuring clarity and regulatory compliance.
🔹 Resolved passenger issues, rebooking, upgrades, and compensation.
🔹 Conducted team training on conflict resolution and service quality to improve turnaround time and customer satisfaction. 

SKILLS: Service Level Agreement (SLA) management, Case Management, Process Adherence, Client Communication, Operational Standards Compliance, Template Creation & Standardization, Process Streamlining. 

TOOLS: Amadeus, Sabre, Galileo, Airline PNR/Inventory Systems, ServiceNow, Jira. 

CLIENT: The British Airways