serena nanavaty

I've led service operations at ADP India for a 16,000+ client portfolio, improving OSAT by 25% across India and the US while reducing case resolution time by 40%.

I unified multiple teams into an 82-person operation, improving SLA results by 10%, cutting handoffs by 50%, and increasing retention by 5%. I also delivered process improvements worth USD 1.6M and reduced payroll setup time from 12 to 5 weeks.

I introduced the NPS model to India operations in partnership with US leadership and Medallia, and launched call and chat support channels that achieved 92 tNPS during peak season. My work includes client journey mapping, translating client feedback into product, workflow, and API improvements, and supporting API validation and troubleshooting.

Earlier, I built Amazon Kindle Customer Support training, led Digital Support during peak season, and developed training and quality programmes that improved performance and reduced onboarding time. I bring hands-on experience in Salesforce, ADP WorkforceNow, payroll and benefits implementation, quality coaching, and leading large client-facing teams.