Atul Shukla
New Delhi
Summary
Dynamic professional with extensive experience in client account management and client servicing. Proven track record in enhancing customer retention and satisfaction through effective relationship building and data analysis. Skilled in audit and compliance, expertise in end to end BGV process, with strong communication abilities.
Overview
11
11
years of professional experience
Work History
Deputy Manager
Helloverify India Pvt Ltd
Noida
03.2026 - 08.2026
- Managed client accounts, ensuring timely responses to inquiries to enhance client engagement.
- Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.
- Built strong relationships with clients to enhance satisfaction and loyalty.
- Conducted regular check-ins to gauge client satisfaction and collect actionable feedback.
- Collaborated with internal teams to align services with client needs.
- Organized client meetings to discuss updates and address concerns directly.
- Analyzed client data to identify service trends and recommend targeted improvements.
- Provided timely responses to customer inquiries, requests, and complaints.
- Identified new business opportunities through research and analysis of client needs.
Associate Manager Client Experience & Servicing
Authbridge Research and Services Pvt Ltd
Gurugram
06.2025 - 01.2026
- Handled end-to-end client account management.
- Proactively monitored and managed expiring client contracts, ensuring timely renewals and continuous compliance without service disruption.
- Built and maintained strong client relationships, serving as primary contact and supporting client satisfaction and retention.
- Managed client communication through emails and calls, resolved issues and escalations, and ensured closure of items within defined SLAs to enhance client satisfaction.
- Led client meetings and prepared presentations, reports, and performance reviews to share service results and value delivered.
- Worked with cross-functional teams across operations, product, and technology to complete client deliverables on time and meet expectations.
- Partnered with internal stakeholders to improve processes, reduce turnaround time, and strengthen client experience.
- Supported new client onboarding, setting clear expectations and helping with smooth service adoption.
- Delivered product knowledge sessions and client training on portal use, navigation, and best practices to increase adoption and engagement.
- Tracked client usage, identified risks and gaps, and recommended improvements to support smooth service delivery and proactive client management.
- Monitored service metrics and client feedback to address issues and drive continuous service improvements.
- Identified upsell and cross-sell opportunities by reviewing client needs and usage patterns to support growth.
- Maintained compliance with internal processes, service agreements, and quality standards across client interactions.
- Guided team members and supported professional development to reinforce accountability and elevate service excellence standards.
- Performed internal audits for closed client queries as well as the verification checks to mitigate any escalations.
- Tracked pending invoices, coordinated with internal teams, and collected client payments.
Technical Support Specialist
SHL India Pvt Ltd
Gurugram
02.2023 - 02.2025
- Delivered technical support to end-users and resolved escalated issues, enhancing customer satisfaction.
- Resolved technical issues through comprehensive research and timely follow-up, ensuring satisfactory customer solutions.
- Fostered strong customer relationships by collaborating with team members to address requests and inquiries effectively.
- Communicated with clients and customers to gather, provide, and share updated information on products and services.
- Interacted with customers regularly to maintain and enhance relationships.
- Coached new hires and supported team members in navigating process-related queries and escalations to enhance overall team efficiency.
Assistant Manager Corporate Client Servicing
SHL India Pvt Ltd
Gurugram
07.2020 - 09.2022
- Coordinated cross-functional teams for successful execution of client projects, enhancing project delivery and client satisfaction.
- Participated in internal audits for closed tickets raised by clients and candidates.
- Maintained strong client relationships to foster satisfaction and loyalty.
- Tracked client usage of services and products to ensure smooth service delivery and proactively mitigate issues.
- Facilitated client interactions via emails and calls to promptly resolve issues and enhance overall client experience.
- Participated in client meetings and prepared client-facing materials.
- Provided knowledge of the products and trained clients on portal usage and navigation.
- Mentored team members to enhance professional development and accountability in the workplace.
- Analyzed data daily and created reports for premium clients and internal stakeholders, supporting informed decision-making.
Senior Associate (Operations)
Authbridge Research and Services Pvt Ltd
Gurugram
02.2019 - 07.2020
- Managed key client relationships, ensuring high levels of satisfaction and retention.
- Coordinated timely resolutions for client queries through email and calls, enhancing client trust.
- Followed up with teammates to resolve client queries and escalations within TAT.
- Assisted team members in addressing client queries and escalations efficiently.
- Generated reports and provided analytics on priority accounts to senior management, resulting in improved client satisfaction and retention.
- Audited BGV reports to prevent escalations in final submissions.
- Analyzed ongoing projects daily to identify trends and issues, facilitating proactive problem-solving. and report generation of complete, on hold and in progress cases.
- Obtained cost approvals from clients for escalated overseas checks.
Lead Associate Grade III (Operations)
Dataflow India Pvt Ltd
Noida
07.2015 - 02.2019
- Coordinated with applicants, verification agents, and internal teams to reduce processing times.
- Followed up with issuing authorities and teams across domestic and international locations to gather necessary information.
- Tracked payment data for applicants and PROs, ensuring accuracy and timely updates.
- Initiated refund procedures for applicants to rectify extra or erroneous payments.
- Assisting different clients, applicants at the same time by providing them proper resolution of their queries.
- Followed up with teammates to ensure timely closure of tickets with appropriate resolutions.
- Scheduled appointments and meetings to facilitate smooth daily operations.
- Maintaining data of tickets in-progress and closed tickets and providing the same to the Manager and team leader.
Education
PGDM - Marketing & Finance
IMS
Ghaziabad07-2012
Bachelor of Science - Physics & Maths
C.S.J.M University
Kanpur07-2009
Skills
- Client Account Management
- Audit and Quality Assurance
- Client relationship management
- Internal Audit and Compliance
- Service delivery improvement
- Risk assessment
- Customer retention
- Customer support
- Client Onboarding
- Data analysis
- Project coordination
- Process Gap Analysis
- Training and mentoring
- Escalation Management
- Team Management
- Strong Communication Skills
Languages
- English
- Hindi
Personal Information
Timeline
Deputy Manager
Helloverify India Pvt Ltd
03.2026 - 08.2026
Associate Manager Client Experience & Servicing
Authbridge Research and Services Pvt Ltd
06.2025 - 01.2026
Technical Support Specialist
SHL India Pvt Ltd
02.2023 - 02.2025
Assistant Manager Corporate Client Servicing
SHL India Pvt Ltd
07.2020 - 09.2022
Senior Associate (Operations)
Authbridge Research and Services Pvt Ltd
02.2019 - 07.2020
Lead Associate Grade III (Operations)
Dataflow India Pvt Ltd
07.2015 - 02.2019
PGDM - Marketing & Finance
IMS
Bachelor of Science - Physics & Maths
C.S.J.M University