Sep 2024 – Nov 2024 · 2 mos · Gurugram, Haryana, India · On-site

Oct 2023 – Sep 2024 · 11 mos · Gurugram, Haryana, India · On-site

• Managing end to end Transitions and with Change Management skills, ability to develop and execute transition plans. Excellent communication and stakeholder management skills, with the ability to facilitate discussions and build consensus. Proficient in change management methodologies and best practice

Apr 2021 – Sep 2023 · 2 yrs 5 mos · Gurugram, Haryana, India · On-site

• HR Client Operations to provide T1 query support across 'Hire to Retire' workflows. Managing HR Transitions, Operations, Scaled opportunities to transform client nuances to enhance customer experience.

Sep 2018 – Nov 2020 · 2 yrs 2 mos · Gurgaon, Haryana, India

• Customer Care, Client Servicing, Process and Operations Management (Inbound & Outbound Call Centers including Phlebo Operations)
• Spearheaded Customer Care department for Pathkind Labs (Corporate Lab).
• Responsible for Process development, Delivery, Value adds, Training, Quality, Recognize & identify gaps and recommend to the management.
• Revenue generation.
• CSAT and Complaint management.

Sep 2015 – Aug 2018 · 2 yrs 11 mos · Gurgaon, India

• Customer Service, Client Relationship, Call Center Operations.
• Heading Diagno Home Collection Process (Pan India)
• Develop, Design and Implement Customer Service Processes (End to End) including Voice of Customer program (customer's feedback for service improvement).
• Corporate Business Development
• Training and Quality
• Revenue generation

Sep 2014 – Aug 2015 · 11 mos · Delhi

• . Client Servicing
• . Project Management
• . Training and Development
• . Recruitment
• . Employee Engagement

May 2011 – May 2014 · 3 yrs · New Delhi Area, India

• Hiring Leaders, Senior Level Executives (CXO's) for client organisations.
• Handling recruitment across middle and top management level for functions in various sectors such as HR,Accounts, Finance Sales, Marketing, Manufacturing, FMCG, Retail, Telecom, Real Estate, Banking, etc.
• Anchoring the various stages of the Recruitment Life Cycle which includes the following activities (Screening Resumes, Closely monitoring resume and the requirements given by the clients, taking care of candidates queries regarding the company and the position offered).
• Understanding the clients business and requirement.
• Sourcing potential, candidates through various sources like database, job portals, referrals, job posting, etc.
• Scheduling the candidates for the first and subsequent round of interviews.
• Coordinating with the client and the candidate at the appropriate time.
• Follow up with clients and the candidates till final placements.
• Handling end-to-end recruitment for middle and senior management positions.
• Providing training to in-house joinees on various company modules.
• Maintaining and building the candidates database

Sep 2002 – Dec 2009 · 7 yrs 3 mos · Okhla, New Delhi

• Quality, Training, Certifications, Retail Sales
• . Achieved Star performer - 2009
• . Awarded the Best Quality Auditor- 2006
• . Ensured Quality Training for the Store
• . Achieved Certified Product, process and soft skills trainer
• . Introduced Dialogue audits at Retail stores
• . Restructured certification process for Sales Team
• . System Implementation for CRM and EPOS
• . Delhi Circle-Retail stores at No.1 position and Mini stores at No.2 position at Pan India level
• . Recognized as a Certified Quality Auditor - 2005
• . Acknowledged as a Certified Trainer -2005 by Vodafone

Nov 2001 – Aug 2002 · 9 mos · Gurgaon, India

• Worked to facilitate in the Process Center –for all the business of Sprint Inc. (USA), under which achieved targets of attending International calls and ensuring prompt service at all given point of time. Handled team escalations and mentored new recruits

Aug 1998 – Oct 2001 · 3 yrs 2 mos · New Delhi Area, India

• Worked as a shift in charge in absence of the manager and was responsible for store requisitions, inventory and training staff for restaurant operations and customer service.