Kajal Shukla
Resource Management Lead
Gurugram
Summary
Results-driven professional with a diverse background in customer service, information processing, and resource management. Skilled in providing exceptional customer service and technical support, collaborating with cross-functional teams, and mentoring team members. Demonstrated expertise in optimizing resource allocation, developing and implementing workforce planning strategies, and managing the full recruitment lifecycle. Experienced in working in fast paced environments, consistently meeting or exceeding performance metrics. Looking to leverage skills and experience to contribute to a dynamic organization.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Resource Management Lead
TCS- Tata Consultancy Services
01.2020 - Current
- Collaborated with senior administration on creation of reasonable budgets for both ongoing and short-term program funding.
- Tracked budget execution, funding disbursements and account balances, developing reports for presentation to management in analyzing strengths and shortcomings of current business operations models.
- Coordinated with resource sponsors to shape and sustain company investments in key strategic missions, informing and advising on resource allocation problems to guide projects to success.
- Developed and implemented workforce planning strategies to forecast staffing needs, identify skill gaps, and ensure adequate resources are available to meet business demands.
- Worked closely with hiring managers to develop and execute onboarding and training plans to ensure new hires are effectively integrated into the organization.
- Conducted performance evaluations and provided coaching and feedback to team members to promote professional growth and development.
- Developed and maintained relationships with external recruitment vendors and partners to supplement internal recruitment efforts as needed.
- Participated in cross-functional project teams to provide expertise and guidance on HR-related issues and opportunities.
- Provided regular reports and analysis to senior management on recruitment and retention metrics, including presenting data and recommendations to support decision-making.
- Worked with resource analysts to develop charts and spreadsheets of accounts to evaluate performance of long-term accounts
Customer Service Representative
Saburi TLC Worldwide Pvt.ltd.
08.2017 - 12.2019
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collaborated with cross-functional teams, including technical support, sales, and product development, to ensure a seamless customer experience.
- Maintained accurate and detailed records of customer interactions and technical issues, utilizing CRM software and other tools.
- Participated in ongoing training and development to stay up-to-date with product knowledge and technical expertise.
- Provided guidance and assistance to team members, including mentoring new hires and sharing best practices for delivering exceptional customer service.
- Consistently met or exceeded performance metrics, including customer satisfaction ratings, resolution times, and productivity targets.
Education
PGDHRM - Human Resource Management
07.2021 - 06.2022
B.com (Hons.) - Bachelors in Commerce
06.2017 - 07.2020
Skills
Client Relationship Management
Timeline
IGNOU - PGDHRM, Human Resource Management
07.2021 - 06.2022
Resource Management Lead - TCS- Tata Consultancy Services
01.2020 - Current
Customer Service Representative - Saburi TLC Worldwide Pvt.ltd.
08.2017 - 12.2019
Delhi University - B.com (Hons.), Bachelors in Commerce
06.2017 - 07.2020
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