At Amazon, I lead HR Shared Services operations, resolving employee, manager, and leadership inquiries across web portal, phone, and ticketing channels. I maintain a 98% SLA resolution rate using ServiceNow and Salesforce Service Cloud.
I serve as a Tier-3 Subject Matter Expert, using Workday, PeopleSoft, Ceridian Dayforce, and ADP to troubleshoot self-service issues, process Canadian payroll, and audit local compliance. I also interpret policies and report HR metrics for senior leaders.
At Amazon, I managed case navigation, relocation tracking, and US Green Card processes for 100+ corporate employees, ensuring zero-defect regulatory compliance. I also supported employee lifecycle transactions and total rewards inquiries, including benefits and Fidelity 401(K) calculations.
I supervise, coach, and mentor junior associates and direct reports, and delivered regional process training that achieved a 95% Right-First-Time efficiency rating. Earlier, at Sitel (EarthLink ISP), I handled Level 2 escalations and exceeded a 94% Customer Satisfaction score.
