Microsoft office suite
SAPNA SHUKLA
Bengaluru
Summary
People manager with 9+ years of experience in leading customer delight, operations, and client servicing teams. Demonstrated success in team management, recruitment, employee onboarding, grievance redressal, and performance appraisals. Proven ability to meet SLAs, ensure quality control, and mentor high-performing teams. Strong focus on user experience, operational efficiency, and stakeholder satisfaction.
Overview
10
10
years of professional experience
Work History
AVP - Operations
Internshala
01.2022 - 04.2025
- Maintained 95% SLA adherence and 98% content quality score
- Hired 21 team members across multiple functions
- Conducted annual performance reviews
Senior Manager - Operations
Internshala
08.2019 - 01.2022
- Led a 32-member remote team during COVID
- Managed 80+ daily processes; maintained 94% quality score
Senior Manager - Student Relations
Internshala
04.2018 - 08.2019
- Recruited and onboarded interns, resolved grievances
Business Manager
Internshala
04.2016 - 03.2018
- Mentored 7 new members; managed 250+ queries daily
Business Apprentice Intern
Internshala
10.2015 - 03.2016
- Handled 200+ inquiries, collaborated with institutions
Education
MBA - Human Resources
Manav Bharti University
01.2015
BE - Electronics & Communication
RGPV Bhopal
01.2012
Senior Secondary -
Kendriya Vidyalaya
01.2008
Secondary -
DAV Public School
01.2006
Skills
- Team Leadership
- People Management
- Hiring
- Onboarding
- SLA Adherence
- Customer Service
- Quality Management
- Grievance Management
Certifications Courses
• Advanced Human Resource Management – Internshala (2025)
• People Management with Impact – IIMBx (2025)
• Human Resource Management – Internshala (2022)
• Human Resources: Payroll – LinkedIn (2022)
• Leading with Empathy – LinkedIn (2022)
• Communicating about Culturally Sensitive Issues – LinkedIn (2022)
• Transitioning from Manager to Leader – LinkedIn (2022)
• Foundations of Performance Management – LinkedIn (2022)
• Understanding HR Systems – LinkedIn (2022)
References
References available upon request.
Skills
- Performance Appraisals
- Operational Planning
- Client Servicing
- Empathy
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsWork from home optionTeam Building / Company RetreatsHealthcare benefitsFlexible work hoursPaid time offPaid sick leaveQuote
Either write something worth reading or do something worth writing.
Benjamin Franklin
Software
Canva
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Interests
Painting
Singing
Travelling
Timeline
AVP - Operations
Internshala
01.2022 - 04.2025
Senior Manager - Operations
Internshala
08.2019 - 01.2022
Senior Manager - Student Relations
Internshala
04.2018 - 08.2019
Business Manager
Internshala
04.2016 - 03.2018
Business Apprentice Intern
Internshala
10.2015 - 03.2016
MBA - Human Resources
Manav Bharti University
BE - Electronics & Communication
RGPV Bhopal
Senior Secondary -
Kendriya Vidyalaya
Secondary -
DAV Public School
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