Customer Service Manager

PRIYA JAISWAL

To be a part of a dynamic organisation that will enhance my professional skills and recognise my efforts to achieve the organisational goals.

PROFESSIONAL EXPERICINES

Aon Hewitt, Mumbai (US Payroll Tax Analyst)

August 2014 – May2017

Key Responsibilities

Tax Filling and deposits for client Bank of Montreal, Grief and Lineage through Master Tax.

Good knowledge of processing payrolls on weekly, biweekly and monthly basis

Done the transition for new client and new process in U.S payroll & Taxation

Electronic funds transfer (EFT) Registrations for multiple U.S clients for Multiple U.S States.

Wage and Tax Statement (W2) box total Reconciliation with year End adjustment.

Reconciliation of all tax report, which are overpaid or underpaid on every Month & during Quarter End working on special tax codes, additional Medicare, State unemployment tax (SUI) payment.

Coordinating with onshore Team & Clients, maintaining service-level agreement (SLA) also doing the Electronic funds transfer (EFT) registration.

Interacting with the customer concerning operational issues and for Tax fall out from (Outlook & share drive)

Provide training to new joiners and assist them during on job training. Also supervise new joiners in absence of team lead.

Performing Reconciliation at every quarter end and Year end for client Bank of Montreal, Grief and Lineage through Master Tax.

Using Oracle People Soft and Workday platform to pull PBZPER, TAX001 and to run monthly reports.

Participated in conversion from PeopleSoft payroll to Workday - analysis and creation of test scripts, verification of current and Year end wages, taxes, etc.

Sutherland Global Services, Mumbai August 2012 – Jul 2014

Subject Matter Expert (for clients - Malaysia Airline, Eithad and Gulf Airline)

Key Responsibilities

Fare filling and distribution activities for Malaysian, Eithad, Gulf Airlines through the Airline Tariff Publishing Company (ATPCO) online system

Interacting with the customer concerning operational issues for the extension of Sales and Travel Date etc.

Performing quality checks for Malaysian, Eithad, and Gulf Airlines in Computer Reservation System (CRS) like Amadeus, Galileo, and Sabre with thorough knowledge of Fare Construction and rules.

Provide training to new joiners and assist them during on job training. Also supervise new joiners in absence of team lead.

Achievement

Recognised as subject matter expert (SME) by the team manager and request to create training / procedure documents for new joiner.

Received Gold Award from client for completing all the deliverables on time.

Acting team leader in absence of team leader.

Working on project, Root Cause Analysis with team leader and team manager.

Tata Consultancy Service (TCS), Mumbai Feb 2011- July 2012

Customer service associate (for client - Malaysia Airline)

Key Responsibilities

Performing day to day fare filling and distribution activities.

Coding various types of Fares and Fare products, such as Private Fares and Published Fares

Interacting with the customer concerning operational issues for the extension of Sales and Travel Date etc..

Quality checks for Malaysian Airline in Computer Reservation system (CRS))Amadeus, Galileo, Sabre Airline Tariff Publishing Company (ATPCO).

Family Business Till Feb 2011

Private Tuitions

PROFESSIONAL QUALIFICATION

Year

Certification

2006-2007

International Air Transport Association (IATA)

Certification & Computer Reservation System (CRS)

Amadeus Certification

EDUCATIONAL QUALIFICATION

Year

Exam

University/ Board

2008-2009

Bachelor of Commerce

Mumbai University

2005-2006

Higher Secondary Certification

Maharashtra State Board

2003-2004

Secondary certification

Maharashtra State Board

COMPUTER KNOWLEDGE

Good Knowledge of Microsoft Office – Word & Excel

PERSONAL DETAILS

Date of Birth : 17th November 1986.

Languages known : English & Hindi, Marathi.

Hobbies : Swimming, Travelling, Listening Music

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