SAPNA MANDAL
Mumbai
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
Work History
Manager- HR
ShortHills Tech Pvt. Ltd
Mumbai
11.2020 - Current
- Coordinate with clients to understand role requirements in order to source the most suitable candidates
- Write and post technical job descriptions on specialist IT job boards, social media and anyother relevant channels
- Source, screen and compile a shortlist of qualified candidates for various technicalroles
- Interview candidates combining various methods (e.g
- Structured interviews, technical assessments and behavioralquestions)
- Hands-on experience with various interview formats (e.g
- Teams, Zoom, GoogleHangouts)
- Hands- on experience using LinkedIn Talent Solutions to source qualitycandidates
- Build a candidate CRM to ensure a solid pipeline of qualified candidates - ensuring candidate data is keptupdated
- Keepup-to-datewithnewtechnologicaltrendsinordertoformstrategicconversationswith clients on future hiring needs
- Meet with Human Resources to have a full-scale understanding of hiring needs and available positions within thecompany
- Actively working towards building a diverse and qualified tech team to support theorganization
- Participate in meetings with hiring managers to determine vacant tech-related positions and the preferred attributes for potentialhires
- Using standardized screening techniques, Assess the skills, qualifications and experienceof hopeful candidates
- Conducting preliminary interviews with recruits to gauge interest, personality and salary requirements
- Provide feedback to management about details regardingapplications
- Ensuring proper onboarding for new hires and the necessary paperwork is completed promptly andaccurately
- Researched, identified and contacted potential candidates through various sources including job postings, social media and referrals.
Customer Service Manager
Neev Knowledge Management Pvt. Ltd (EduPristine)
Mumbai
02.2015 - 07.2020
- Customer interaction to ensure CSat (customer satisfaction) at alltimes
- Responsible for responding quickly to all customer requests and ensuring that all staff members make sound decisions based on customer satisfaction
- Also in charge of assigning responsibilities, investigating and evaluatingcomplaints
- ProvidesmonthlyperformancefeedbacktoCSR’sinordertoaddressperformancegaps and manage performanceimprovement
- Identify customers’ needs, clarify information, research every issue and providesolutions and/oralternatives
- Build sustainable relationships and engage customers by taking the extramile
- Keep records of all conversations in our call centre database in a comprehensibleway
- Meet qualitative and quantitative targets/KPIs
- Process Training to inbound and outbound agents and manage qualityscores
- Seize opportunities to upsell products when theyarise
- Maintain Documentation and Communicate the same to Stakeholders byrecording customer queries anddetails
- Works with managers and supervisors to provide a work environment and culturethat promotes customer service, staff development andachievement
- Manage the operational activities of the contact center including quality service, workflow, work force optimization, and costmanagement
- Workwithpeersinateamsettingtodevelopandimplementimprovementsuggestions, policies, work forecasting, and staffscheduling
- Maintain team’s call quality standards, providing feedback and developingperformance developmentplans
- Handling students queries after enrollment of the course
- Respond to the queries via email aswell
- Helping out students for the registration of the evaluation and examregistration
- Maintaining stock of the studymaterial
- Keep records of customers interactions andtransactions
- Maintain customerdatabase
- Manageadministration
- Communicate and coordinate with internaldepartment
- Follow up on customerinteractions
- Interact with the State boards of USA on behalf of thestudents
- Help students to resolve the software technicalissues
- Answers incoming customer calls regarding study material, login access andfurther registrationprocess
- Provides customer additional information or explainservices
- Helping out student for Visa process for appearing for the exam fromUSA
- Refer unresolved customer grievances or special requests to designateddepartments for furtherinvestigation
- Taking the feedback/testimonial from the students after completion of theexam.
- Provided exceptional customer service to ensure customer satisfaction.
Immigration Consultant
Apex Visa
08.2014 - 01.2015
- Human Resource for International Recruitment like taking interviews of candidates willing to migrate to European Countries through Permanent Resident Visa, exposure to all the Job Portals, Administration work, Visa processing,etc
- To achieve monthly sales target
- To guide aspirants for VISA application for studies, Permanent Residency,migration to EuropeanCountries
- To convince aspirants/family members for Permanent Residency foroverseas countries
- To convince students for overseas careercoach
- To update aspirants on their VISA application and to assist them for overseasjob opportunities
Jr Officer
Aliff Overseas Consultant Pvt Ltd
07.2013 - 05.2014
- Scrutinizing and handling the documents of thestudents
- Filling up the application form of different universities/ colleges opted by thestudent for overseaseducation
- Coordinating with the admission department about the application of thestudent
- Coordinating with the universities for application status of thestudents
- Filling up the visa application form for thestudent
- Taking up the appointment for the students for visainterview
- Making arrangement of the accommodation and tickets offlight
- Making arrangement of theforex
Admin Executive
Team One Technologies Pvt. Ltd
08.2012 - 06.2013
- Renewing the AMC contract
- Auditing the Petty cash
- Maintaining Personal & Professional documents of all employees
- Taking care of the attendance record of allemployees
- Handling all documentation of HRDept
- Scheduling interviews of job applications with HR
- Helping HR Manager in calculation of leaves, attendance and late coming countingin order to prepare salary list accordingly for theemployees
- Keeping record of leave application of employees
- Keeping record of allstationery
- Maintaining documentation of all medicalforms
- Handing accounts department as an whenrequired.
Rev. C.F. Andrews High School
Mumbai
12.2009 - 05.2012
- School Administration/ Computer Tr, Taught computers to students from Std 1st to7th
- Maintained new admissions form and their personaldetails
- Collected fees of students and maintained a record in excelsheet
- Collected money for new uniforms and books and maintained record forthe
- Same
- Maintained the front desk area in a neat and organizedmanner
- Designed electronic file systems and maintained electronic and paperfile.
Education
M.com -
L.S. Raheja College of Arts and
Commerce
01.2015
B.com -
L.S. Raheja College of Arts and
Commerce
01.2012
H.S.C -
Seth Anandilal Podar Junior
College
01.2009
S.S.C -
Holy Cross High School
01.2007
Skills
- Talent Acquisition Strategies
- Recruitment Planning
- Recruitment
- Employee Relations
- Employee Engagement
- Complaint Resolution
- One Call Resolution
Accomplishments
- MSOffice
- CRMsoftware
- Excel
- Linux
- Latest technology trends, social media, digital platforms andapplications
- CORE COMPETENCIES
- Communicationskills
- Data collection andanalysis
- Problem analysis and problemsolving
- Decision-making
- Planning andorganizing
- Presentationskills
- Stresstolerance
- ACCOLADES AND RECOGNISTIONS
- STAR OF THE MONTH (June 2019) for exceptional performance atwork.:
- EdupristineMumbai
- PAT ON THE BACK for exceptional performance at work.: EduPristineMumbai
- STAROFEDUPRISTINEforexceptionalperformanceatwork.:EduPristineMumbai
Languages
English
Proficient
C2
Hindi
Proficient
C2
Marathi
Advanced
C1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager- HR
ShortHills Tech Pvt. Ltd
11.2020 - Current
Customer Service Manager
Neev Knowledge Management Pvt. Ltd (EduPristine)
02.2015 - 07.2020
Immigration Consultant
Apex Visa
08.2014 - 01.2015
Jr Officer
Aliff Overseas Consultant Pvt Ltd
07.2013 - 05.2014
Admin Executive
Team One Technologies Pvt. Ltd
08.2012 - 06.2013
Rev. C.F. Andrews High School
12.2009 - 05.2012
M.com -
L.S. Raheja College of Arts and
Commerce
B.com -
L.S. Raheja College of Arts and
Commerce
H.S.C -
Seth Anandilal Podar Junior
College
S.S.C -
Holy Cross High School
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