Taniya Mangarai
Hyderabad
Summary
Results-driven Payroll Implementation Specialist with 4+ years of experience in payroll
solutions, client onboarding, and customer service. Recognized at ADP Hall of Fame for
achieving the highest NPS scores and delivering exceptional client satisfaction. Strong
background in handling escalations, training clients, and driving process improvements.
Skilled in communication, time management, and problem-solving with expertise in payroll
tools, CRM, and MS Excel.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Representative
ADP India Pvt Ltd.
09.2022 - 03.2025
- Implemented payroll solutions for Canadian SBS's, analyzing client needs and configuring ADP products.
- Conducted end-to-end onboarding requirement analysis, payroll setup, training, and transition to service teams.
- Delivered consistent client satisfaction with perfect 10 NPS scores; awarded as Spotlight Winner and featured in ADP Hall of Fame.
- Collaborated with cross-functional teams to resolve payroll and compliance issues, ensuring smooth client operations.
Customer Service Executive
Synchrony Financial
11.2020 - 08.2022
- Managed inbound customer support: billing queries, disputes, payments, promotions, and irate clients.
- Consistently maintained 100% quality on calls and awarded as VOC Champ for excellence in service.
- Assisted in training new joiners, shared best practices, and contributed to process improvements.
- Demonstrated strong de-escalation skills, ensuring first-call resolutions and improved customer retention.
Education
Intermediate - MEC
Sri Chaitanya Jr College
06.2020
SSC -
Ravindra Bharathi High School
03.2016
Skills
- Payroll & Client Management: Payroll setup, client onboarding, compliance, and retention
- Customer Service: Escalation handling, de-escalation, first-call resolution, VOC champion
- Technical Proficiency: Excel (data analysis), Salesforce, Siebel, WebEx, Genesys, Cisco VPN, OneNote
- Soft Skills: Communication, presentation, teamwork, adaptability, attention to detail
Timeline
Senior Customer Service Representative
ADP India Pvt Ltd.
09.2022 - 03.2025
Customer Service Executive
Synchrony Financial
11.2020 - 08.2022
SSC -
Ravindra Bharathi High School
Intermediate - MEC
Sri Chaitanya Jr College