Sophia Mascarnehas
Mumbai
Summary
Over all of 16 years. Strategic and result-oriented HR professional with of experience of 10+ years in Talent Acquisition and 6+ years in employee and client relationship management. Demonstrated success across ITES, BFSI, IT, Healthcare, and Government sectors, with proven expertise in end-to-end recruitment, stakeholder engagement, HR operations, and employee and client relationship management. Adept at high-volume hiring, sourcing strategy, and process improvement. Known for building strong teams, enhancing employee and client satisfaction, and driving operational efficiency to support business growth. Highly skilled Relationship Manager with solid background in managing client relationships, resolving complex issues and promoting product growth. Strengths include robust interpersonal skills, strategic planning abilities, and aptitude for fostering positive rapport among staff and clients. In prior roles, significantly improved customer satisfaction ratings through exceptional service delivery while consistently achieving business objectives.
Overview
22
22
years of professional experience
Work History
Employee Relationship Manager
Harjai Computers Pvt Ltd
05.2023 - Current
- Managed end-to-end employee engagement, overseeing the full employee lifecycle from on boarding to exit.
- Acted as a bridge between clients and deployed employees, addressing both client expectations and employee concerns to ensure smooth operational flow and high satisfaction on both sides.
- Managed client expectations by regularly reporting on employee performance, progress, and key achievements, ensuring alignment with project goals and timelines.
- Conducted regular performance reviews, providing continuous feedback to clients and employees to enhance growth and development.
- Conducted client meetings and reviews to gather feedback on employee performance, implement necessary changes, and resolve any issues promptly to maintain strong client relationships.
- Ensured that employees were provided with the necessary support to excel in their roles, facilitating any additional training or resources requested by the client.
- Took ownership of client-specific escalations related to employee performance or concerns, ensuring timely and effective resolutions to maintain high client satisfaction.
- Monitored and improved employee retention strategies, collaborating closely with clients to understand and address concerns that controls the attrition.
- Oversaw exit formalities, ensuring proper documentation, feedback collection, and smooth transitions for employees leaving the client.
- Acted as the primary point of contact for employee queries and issues, offering effective resolutions to maintain a positive work environment.
- Took ownership of redeployment efforts for bench employees, working closely with the delivery team to ensure timely redeployment and stable workforce management.
- Collaborated with team leaders and managers to ensure recruitment aligns with organizational culture, goals, and client needs.
- Facilitated rate discussions with clients to align employee compensation with expectations while ensuring business margins are maintained, based on the employee’s experience and performance.
- Advocated for employee upgrades where necessary, ensuring competitive compensation and fostering long-term success for both employees and the business.
Assistant Manager- HR
Global Services
02.2022 - 04.2023
- Managed end-to-end employee lifecycle including induction, on boarding, training, employee engagement, and exit formalities.
- Ensured smooth HR operations and administrative processes, maintaining up-to- date employee records.
- Spearheaded employee relationship management, addressing grievances and improving retention.
- Prepared and maintained accurate MIS reports and ensured compliance with internal and external HR regulations.
- Coordinated with stakeholders to streamline training programs and performance improvement initiatives.
- Oversaw workforce shift planning and task allocation, ensuring effective work-life balance and shift coverage.
- Monitored and evaluated Sales & Retention Team performance; provided regular feedback and motivation to meet targets.
- (Trading BPO)
Team Lead – HR
T&M Services Consulting Pvt. Ltd
02.2020 - 01.2022
- Leading a team of 14 recruiters; managing 15 business leads across India.
- Exclusively handled 24 sites of L&T pan India with 2400 employee’s strength of employment and client engagement.
- Delivered consistent top performance in recruitment and operations in various industry for 2+ years.
- Oversaw stakeholder management, requirement gathering, and TAT adherence.
- Drove sourcing strategies, salary negotiations, and on boarding processes.
- Ensured compliance and coordination with Payroll, Finance, and Admin teams for smooth flow.
- Responsible for team performance monitoring, reporting, and motivation.
Sr. HR
GREENCARE Engineering Pvt. Ltd
09.2017 - 01.2020
- Managed end-to-end hiring including sourcing, screening, and job offer finalization.
- Acted as a consultant during on boarding and collaborated on future hiring needs.
Sr. HR – Talent Acquisition
Thrive Global Solutions
04.2011 - 12.2011
- Handled walk-ins, employee referrals, and end-to-end recruitment.
- Conducted HR discussions, documentation checks, and project reports.
- (E4e Healthcare Services)
HR Executive – Talent Acquisition
Sutherland Global Services Pvt. Ltd.
05.2010 - 03.2011
- Managed pan-India hiring for major clients like Dell, Microsoft, AT&T.
- Led campus hiring, job fairs, and consultancy drives for bulk hiring.
- Involved in vendor management and recruitment analytics.
HR Manager
Accelerate Info Pvt. Ltd
09.2008 - 03.2010
- Designed HR policies, manuals, and conducted training modules.
- Managed end-to-end recruitment and strategic manpower planning.
- Implemented leave management, payroll, exit interviews, and compliance.
- (Innovation Consultancy)
Team Lead
IDBI Bank Home Loans
09.2005 - 11.2006
- Managed a team of 19 across two branches for tele-calling and field operations.
- Oversaw document verification, MIS reports, and team performance.
- (DST - Easy Loans)
Tele Caller
Standard Chartered Bank
05.2004 - 09.2005
- Handled recovery processes, loan eligibility checks, and telesales operations.
- (DST)
Education
Bachelor of Arts - English Literature
University of Madras
01.2007
Skills
- Handled end-to-end appraisal processes, including performance evaluation, internal approvals, and employee communication
- Coordinated with clients on rate revisions, ensuring alignment with contracts, budgets, and revised scope of work
- Workforce Planning & Resource Allocation
- Redeployment & Employee retention
- Bench Resource Management
- Business Continuity & Attrition Control
- Conflict Resolution & Grievance Handling
- Employee Engagement activities implement
- Client relationship management
- Microsoft Office Suite (Excel, Word, Outlook)
- Employee Data Tools & ATS
- HRMS and Internal Databases maintaining
- Training coordination
- Time management
- Project oversight regarding Performance
Websites
Accomplishments
• Acknowledged and appreciated by AT&T clients for successfully completing projects at Sutherland.
• Nominated for BPO Top Talent of the Year in 2010 and 2011 at Sutherland for AT&T and Microsoft projects.
• Received multiple client appreciations for achieving First Call Resolution (FCR) and consistently going the extra mile to support project deliverables.
• Appreciated by both clients for delivering consistently high-quality service on a timely basis.
• Played a pivotal role in securing client rates and maintaining healthy margins across all levels.
• Received client appreciation for effectively leading and coordinating deployed employees.
• Recognized for strong contributions in employee redeployment and retention initiatives.
• Appreciated by clients for accepting challenges, demonstrating a positive attitude, and driving successful outcomes.
• Nominated for BPO Top Talent of the Year in 2010 and 2011 at Sutherland for AT&T and Microsoft projects.
• Received multiple client appreciations for achieving First Call Resolution (FCR) and consistently going the extra mile to support project deliverables.
• Appreciated by both clients for delivering consistently high-quality service on a timely basis.
• Played a pivotal role in securing client rates and maintaining healthy margins across all levels.
• Received client appreciation for effectively leading and coordinating deployed employees.
• Recognized for strong contributions in employee redeployment and retention initiatives.
• Appreciated by clients for accepting challenges, demonstrating a positive attitude, and driving successful outcomes.
Location Preference
Mumbai, Maharashtra
Languages
- English - ( Speak, Write, Read)
- Hindi -( Speak )
- Tamil - ( Speak, Write, Read)
Basic Information
- DOB - 10- May-1984
- Marital Status - Married
- Current Location - Borivali West - IC Colony
Timeline
Employee Relationship Manager
Harjai Computers Pvt Ltd
05.2023 - Current
Assistant Manager- HR
Global Services
02.2022 - 04.2023
Team Lead – HR
T&M Services Consulting Pvt. Ltd
02.2020 - 01.2022
Sr. HR
GREENCARE Engineering Pvt. Ltd
09.2017 - 01.2020
Sr. HR – Talent Acquisition
Thrive Global Solutions
04.2011 - 12.2011
HR Executive – Talent Acquisition
Sutherland Global Services Pvt. Ltd.
05.2010 - 03.2011
HR Manager
Accelerate Info Pvt. Ltd
09.2008 - 03.2010
Team Lead
IDBI Bank Home Loans
09.2005 - 11.2006
Tele Caller
Standard Chartered Bank
05.2004 - 09.2005
Bachelor of Arts - English Literature
University of Madras