Deepti Shukla
Skilled HR and Client Relations Expert with Proven Track Record in Service Excellence
Noida
Summary
Developed strong transferrable skills in high-paced corporate environment, excelling in key account management, employee relations and talent acquisition. Expertise in collaborative conflict resolution and strategic planning, seeking to transition into new field, leveraging transferable skills for impactful results
Overview
17
17
years of professional experience
2
2
Certifications
Work History
Manager HR
Child Health Imprints Pvt. Ltd.
2019.06 - 2020.09
- Optimized HR department efficiency by refining policies, executing strategic HR plans,procedures, workflows, and resource allocation
- Streamlined recruitment processes for more efficient hiring of top talent and coordinated company-wide events to foster teamwork and enhance overall morale
- Implemented effective performance management systems to drive productivity and developed succession planning strategies to ensure continuity of leadership in critical roles
- Discovered and resolved complex employee issues that affected management and business decisions
- Established partnerships with local colleges for access to highly skilled candidates for internships and entry-level positions
Office Superintendent
Lancers Education Group
2017.11 - 2018.12
- Championed diversity initiatives by implementing inclusive recruitment practices and fostering an inclusive work environment where all employees felt valued
- Collaborated with senior leadership to establish performance management systems that drove high performance within teams
- Conducted investigations and assisted with handling employee complaints involving Affirmative Action to promote equitable workplace
- Trusted advisor to senior management on human resource-related matters, leading to improved decision making
- Partnered with DOE on employment law compliance matters, minimizing risk exposure for the organization
Client Engagement Manager
CMS IT Services Pvt. Ltd.
2015.12 - 2017.10
- · Successfully landed 4 NN marquee clients (Big-4 Consulting major, Consumer Goods giant, Media conglomerate & Global Telecom major) with running active engagements
- · Successfully landed Purchase Orders of INR 3 crores + Single-handedly managed qualified pipeline of INR 6 Crores+ across Business Services, Media and Manufacturing verticals
- · Enhanced client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- · Fostered long-term partnerships with key accounts, driving revenue growth and increasing account longevity and market expansion
- · Championed strategic initiatives that drove consistent growth in both new business acquisition and existing account expansions
Manager
Tekskills India Pvt. Ltd.
2012.11 - 2015.12
- Expanded business relationships beyond IT and Procurement into the C-Suite: Landed NN business worth TCV of INR 4.5 Crores+ (with an ACV of INR 1.5 Crores+) across Telecom line of business and initiated setting up on novel Line of Business at Amsterdam & London leading to an annual revenue of
- Identified upsell and cross-sell opportunities to drive Revenue Growth and successfully led the farming of incremental revenue from a Global System Integrator deal by over 30%
- Analysis of Business Unit data to identify trends and recommend solutions to optimize resource utilization
- Maintained up-to-date knowledge on relevant laws and regulations affecting company’s operations, ensuring consistent compliance with industry standards
- Managed a team of auditors, ensuring accurate and timely completion of audit projects through meeting deadlines and helping maintain company reputation for reliability and professionalism during CMM Level 3 audit
Assistant Manager
Tech Mahindra Ltd.
2011.06 - 2012.07
- Responsible for building and tracking a work-plan managing to Client’s expectations, SLA’s and support large delivery engagements with close to 100% delivery offshore
- Demonstrated ability to resolve complex issues and developed thoughtful recommendations and action plans to ensure excellent business support reducing the Turnaround Time by 12%
- Proactively addressed client’s concerns to maintain positive client relationship and scored 85% in CSAT
- Collaborated with RMG for judicious use of employee referral programs and online job portals for sourcing which led to cost saving of 30 - 40%
- Reduced attrition rate by 15-20% with improvement in employee satisfaction by 20% and engagement levels by 50%
Group Account Manager
INX Services Pvt. Ltd.
2008.05 - 2009.07
- Handled the whole Recruitment life cycle - right from Sourcing, HR Screening, HR interviews, and Scheduling interviews at various stages, Offer Negotiation and Offer-rollout and till the On-Boarding stage
- Stakeholder Management - Partnered with Hiring Managers to understand immediate and future requirements in business units to regulate direction of efforts
- Vendor Management - Vendor empanelment/relations, Sharing Current requirements with various vendors while clarifying the specifications of open positions and keeping them updated on closure
Project Coordinator
IBM, Global Business Services
2006.09 - 2007.03
- Supporting in all phases of the project implementation; ensuring high levels satisfaction among project stakeholders
- Responsible for client relationship management through ownership and management of project documentation and facilitation through project team communications
- Collaborated for team communication and participated in Client call to help establish workflows and process for increased team efficiency and tracking project timelines and deliverables
Client Support Executive
Colt Technology Services
2005.06 - 2006.03
- Order Management & Process accuracy, managing overdue orders and fulfilling the TDD/CDD (Target/Committed Delivery Date) and LTC (Lead Time to Connect)
- Roster management: status reports for each assignment, performance feedbacks and advice
- Responsible for training, guiding and leading new recruits on processes of service delivery and train and identify SMEs (Subject Matter Experts) for OHS (Order handling system)
Client Support Executive
Vodafone
2003.12 - 2005.05
- Customer retention for High Network Individuals & Corporate Segments through Consistent update of client’s feedback and suggestions to VAS, marketing & roaming team
- Handled complete CRM life cycle for customer services department in coordination with all departments
Education
PGDIM - Post Graduate Diploma in International Marketing
Indian Institute of Foreign Trade
New Delhi, India 2001.05 -
Skills
Client Relationship building and management
Interpersonal and client communications
Business growth strategies
Organizational development
Talent acquisition
Employee relations
Performance assessment
Team building
HR policies and procedures
Corrective action planning
Talent management
Employee morale management
Certification
SAP, Certificate holder in SAP HR module from SAP Ducat
Accomplishments
- Global manufacturing win selected as a stellar benchmark publication for Client Acquisition success-story for Sales Global library in CMS IT Services 2016
- Received certificate of appreciation from audit partner for CMMI level 3 Audit 2013-14 in Tekskills Inc
- Bagged awards for Best Client Management and Most Valuable Team Player in Tech Mahindra for showcasing collaborative & communication skills 2011
Timeline
Manager HR
Child Health Imprints Pvt. Ltd.
2019.06 - 2020.09
Office Superintendent
Lancers Education Group
2017.11 - 2018.12
Client Engagement Manager
CMS IT Services Pvt. Ltd.
2015.12 - 2017.10
Manager
Tekskills India Pvt. Ltd.
2012.11 - 2015.12
Assistant Manager
Tech Mahindra Ltd.
2011.06 - 2012.07
Group Account Manager
INX Services Pvt. Ltd.
2008.05 - 2009.07
Project Coordinator
IBM, Global Business Services
2006.09 - 2007.03
Client Support Executive
Colt Technology Services
2005.06 - 2006.03
Client Support Executive
Vodafone
2003.12 - 2005.05
PGDIM - Post Graduate Diploma in International Marketing
Indian Institute of Foreign Trade
2001.05 -