Neelima Pugalia

• Part of National Account Services (NAS) serving large up-market clients. with 1000+ Employees data. Primary responsibilities include working on client-impacting issues, executing annual enrolment projects, troubleshooting, configuration, testing and change management.
• Established good relationship with HCM Service Consultant, Project Managers, Benefit Export Managers and internal teams by actively working with them and delivering results within timelines.
• Worked on 250+ troubleshooting and change-controls - highest by any team member in India.
• Completed end to end Annual enrollment setup for 18 clients, one of these clients included as high as 28,000 impacted employees.
• For issues and change controls - Interacted with clients to discuss multiple potential solutions and consultative directions for optimal solutions
• Contributed to overall service objectives, including on-time delivery, high quality and client satisfaction.
• Documented problems and corrective actions to maintain records.

• Requirements gathering, documentation and generating Implementation Design Document for COBRA setup.
• Interacted with internal/external clients and third-party vendors to understand business needs and translate into requirements and project scope.
• Performed gap analysis to identify areas of improvement..
• Collaborated with stakeholders to define project objectives and criteria.
• Performed gap analysis to identify areas of improvement.
• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.

.

• End to end Configuration and testing of multiple clients on various ADP platforms, including Vantage and H&W SE
• Communicated effectively with multiple stakeholders in in implementation efforts, coordinating activities to maximize progress.
• As Lead Configuration Analyst (CA), led Vantage Kaizen Project to reduce client implementation time from 34 weeks to 16 weeks.
• Lead QA review of Configuration Analyst (CA)
• Training and OJT to support to new-hires and refreshers for existing teams

• Handling an average of 50 inbound contacts/day related to Benefits (FSA and COBRA)
• Ensured timely resolution and FCR (First Contact Resolution) of 90%
• Provided information on eligibility, claims processing, and compliance.

• Handled inbound contacts averaging 160-180 calls per day from healthcare provider for dental insurance.
• Met/exceed KPI targets for metrics such as AHT/Quality/CSAT.
• Consistently achieved 95%+ Quality,