Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Sapna Shukla

Bengaluru

Summary

Experienced People Manager with a proven track record of leading and developing high-performing Customer Success and Operations teams for over 9 years. Successfully managed recruitment efforts for client servicing, customer delight, proofreading, and editing roles. Possesses a comprehensive understanding of HR processes and policies, specializing in manpower planning, hiring, onboarding, grievance and crisis management, performance appraisals, offboarding, and exit formalities. Skilled in mentoring and nurturing talent through effective learning and development strategies to drive team members towards achieving their full potential.

Overview

10
10
years of professional experience
1
1
Certification

Work History

AVP Operations

Internshala
01.2022 - 04.2025
  • Planned and designed the manpower requirement of the team to meet daily SLA with 99% success rate and maintained content quality score of 98%, meeting the business goals
  • Conducted final round interviews and hired 47 team members in Proofreading, Customer Delight, Client Servicing, and Editing roles
  • Led the onboarding and training of the new joiners through various learning and development processes along with the HR team
  • Handled yearly performance appraisals for the Operations team as per organizational design, keeping in mind the organizational sustainability, business strategy and employee relations
  • Collaborated with multiple stakeholders (Design, Product, Technical and Content teams) for completing projects on time, for example- Help Center which has led to a reduction in unnecessary queries by 40%

Senior Manager- Operations

Internshala
08.2019 - 01.2022
  • Spearheaded a team of 36 members, working remotely, managing their hiring, onboarding, training, growth and exit formalities
  • Connected and collaborated with multiple SaaS vendors like Zendesk, FreshDesk, Kapture, MyOperator for IVR services and CRM, resulting in a drop of unnecessary queries by 40%
  • Analyzed the KRAs like monthly user feedback, resolution rate of complaints, response quality, sales pitch conversion, etc, with a SLA of 95% and quality score of 95%
  • Revamped the process of assessing quality of work, resulting in improving the email quality score to 90%

Senior Manager- Student Relations

Internshala
04.2018 - 08.2019
  • Led the hiring process for interns in student counselling and support roles, conducted interviews and ensured a smooth onboarding process
  • Managed the portfolio of 200+ users and helped them with their queries and doubts
  • Resolved student and employer grievances by answering 150+ queries and ensured a positive experience for all parties involved

Business Manager

Internshala
04.2016 - 03.2018
  • Mentored 7 new team members for smooth workflow
  • Resolved over 250 student and employer queries daily to maintain positive customer relationships
  • Suggested 107 product ideas for enhanced user experience

Business Apprentice Intern

Internshala
10.2015 - 03.2016
  • Managed 200+ student queries via email and phone, ensuring timely and accurate responses and as Internshala was an early-stage start-up, structured and streamlined the process
  • Collaborated with T&Ps, Principals, and Professors to effectively address inquiries
  • Created engaging weekly newsletters and enhanced student engagement by 5%

Education

MBA - Human Resources

Manav Bharti University
01.2015

Skills

  • People Management
  • Team leadership
  • Empathetic communication skills
  • Manpower planning
  • Talent Acquisition
  • Recruitment and onboarding
  • Performance appraisal
  • Quality Management
  • Training and Development
  • Operational Planning
  • Grievance Handling and Redressal
  • Corporate communications
  • Crisis management
  • Human resources management

Certification

  • Foundations of Learning Management Systems (LinkedIn, July 2025)
  • Workday Basics (Coursera, July 2025)
  • Advanced Human Resource Management (Internshala, April 2025)
  • People Management with Impact (IIMBx- Online Learning, Feb 2025)
  • Human Resource Management (Internshala, 2022)
  • Human Resources: Understanding HR Systems Features and Benefits (LinkedIn, 2022)
  • Leading with Empathy (LinkedIn, 2022)
  • Transitioning from Manager to Leader (LinkedIn, 2022)
  • Communicating about Culturally Sensitive Issues (LinkedIn, 2022)
  • Foundations of Performance Management (LinkedIn, 2022)
  • Human Resources: Payroll (LinkedIn, 2022)

References

Available upon request.

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

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Sapna Shukla