Sagar Shukla

Address: 228 Vigyan Nagar, Indore, Madhya Pradesh, India

Email:sagar.shukla@sumerusolutions.com, saemssshukla@gmail.com

Contact No 966-914-3888

Contact No 347-480-1335

Summary

I want to work with an organization which can utilize my skills to achieve its business goals and provide me ample

opportunities to learn further. To prove my capabilities and skills in the field of, acquire expertise in the preparation and

finalization of other related activities that would put me in a position to the advancement of my career.

Key SKILLS

� Self-confidence, Good communication skill, Logical Approach & innovative ideas, self-Discipline, Ability to stay focused towards set objectives, ability to adapt to changing environment & take challenges.

� Strong leadership and team player skills. � Confidence to relate to senior levels of management and tenacity to beat the odds. � A cost conscious result oriented person with a techno commercial experience, Self-starter with leadership

qualities and a high energy level. � A good administrator with creative & strategic thinking.

Education

• MBA from Distance Learning Program, 2010

• B.Com from D.A.V.V, 2007 Total Work Experience of about 10 years 3 months in the field of IT Consulting Staffing & Solution, Customer Servicing, Training, and Academics & Sales.

Professional Experience H.R - "Staffing & Recruitment" Sumeru Solutions Inc.

October 2014 – Present (8 months) 2401 15th Street NW, Washington DC - 20009

• Sumeru is an organization of entrepreneurs, excelling through innovation with a strong commitment to our clients and to society.

• Sumeru was founded to create profits through business and channel these profits towards social projects of the International Association of Human Values. Our founding principle of weaving social responsibility has translated to attracting talent, industry low attrition rate and therefore, quality cost-effective solutions to meet your business needs. Headquartered in Bangalore (India), with offices in Washington DC (United States) and a Joint Venture in Africa, our team consists of more than 200+ IT professionals worldwide.

• Human Resource • Technical Recruitment • Non-Technical Recruitment

• Staffing Services & Management • Operations Management • Payroll management

• Revenue Cycle Management • Customer Service • Sales & Marketing

• Bottom Quartile Matrix • Training • Strategic Planning

• Benefits Negotiation • Talent Acquisition • Public Speaking

• Vendor Management • Sourcing • Screening

• Temporary Placement • Team Management • Leadership

• Language • MS Word • MS Excel

• MS Power Point • MS Office • Lan & Wan Management

• Windows • Server • MIS

• Sumeru has been in the IT Business for more than a decade. Clients across 22 countries turn to us for their Web Application Services, Information Security and Business Process Management needs. We are Microsoft Gold Certified partners and also an ISO 270001 certified company.

Responsibilities

• Possess thorough knowledge of technology processes within direct, channel and service provider models

• Ability to communicate at all levels & functions effectively whether individually or as a team.

• Demonstrated ability to effectively plan, coordinate & meet deadlines.

• Self-driven, able to prioritize tasks and implement changes smoothly.

• Effective, results-oriented management experience.

• Success in positioning the organization as the leading solutions provider

• Effective communications, service delivery,multi -tasking, overcome objections, recognize "buying" signs.

• Communicated daily with client companies to submit resumes, follow up on resumes, update job descriptions, etc.

• Had daily contact with hired contractors dealing with personnel, payroll and problems/questions.

• Used Word, Excel, Outlook Express, and e-mail.

US staffing solution Diaspark Inc.

August 2013 – October 2014 (1 year 3 months) Indore

• Diaspark Inc. is a CMMI-Level 5 IT services company having expertise in Enterprise and Mobile technologies.

• Diaspark has been helping organizations address real business issues by applying its expertise and delivering

solutions that align companies with their corporate strategies.

• Our domain expertise in the Media, Entertainment, Publication, Retail Healthcare, Travel and Jewelry Manufacturing

enables us to offer custom solutions for almost every aspect of these verticals.

• We are a Microsoft Managed Gold Partner – one of a few numbers in the US with expertise in Microsoft SharePoint,

Business Intelligence, Information Worker and Custom .Net Development.

• This profound Microsoft relationship helps us to deliver rich solutions on the newest available Microsoft

technologies.

Responsibilities

• Possess thorough knowledge of technology processes within direct, channel and service provider models

• Ability to communicate at all levels & functions effectively whether individually or as a team.

• Demonstrated ability to effectively plan, coordinate & meet deadlines.

• Self-driven, able to prioritize tasks and implement changes smoothly.

• Effective, results-oriented management experience.

• Success in positioning the organization as the leading solutions provider

• Effective communications, service delivery, , multi -tasking, overcome objections, recognize "buying" signs.

• Communicated daily with client companies to submit resumes, follow up on resumes, update job descriptions, etc.

• Had daily contact with hired contractors dealing with personnel, payroll and problems/questions.

• Used Word, Excel, Outlook Express, and e-mail.

Training & Placement Sant Singhaji Institute of Science & Management.

March 2013 – July 2013 (5 months) Khategaon, India

• Sant Singaji Institute of Science and Management came into being in July 2010 with the Sant Singaji Educational

Society (SSES) registered under the Government of Madhya Pradesh Society Registration Act of 1973. The name was

inspired from the teachings of Sant Singaji, a local holy man, in whose memory a very famous was built in Sandalpur,

88 KM's from Bhopal, the capital of Madhya Pradesh

• The vision of SSISM was to ‘Provide practical education to rural students so that they develop into good and

confident citizens, to help them achieve their dreams and also contribute to the socio-economic environment.’

• "Pranjal Dubey, the founder of SSES, has 12 years of IT experience as a Development Manager in SAP Labs,

Bangalore. Breaking the golden handcuffs, mentored by Prof. DVR Sheshadri (Faculty, Indian Institute of

Management, Bangalore), Pranjal and Amita, his wife (also an IT professional), along with other like minded working

in different fields decided to focus their experience and energy by starting Sant Singaji Educational Society in

Sandalpur village, central M.P.(July 2010).

Responsibilities

• Handling Students for their communication & placements training.

• Managing Business at the workplace and ensuring flow of revenue by the achievement of targets and by increasing

the Client Base.

• Extracting daily various kind of report & analysis them to overcome the area of improvement.

• Ensuring that daily reports to be sent to management.

• Taking care of the Campus Interview, Competitive Exams & Client Managements.

• Coaching the Students on new updates as and when requires.

• Gathering the updates & cascading these update to the Faculties.

• Maintaining my team performance & getting them updated on their performance so that they may grow.

• One to one interaction with the Client.

Director Client Services Alarico Group

January 2012 – September 2012 (9 months) Indore & Mumbai, India

Responsibilities

• Need to ensure proper functioning of the Indore Call Center.

• Handling the team of 10-15 Executives.

• Doing calculation for the manpower required for the smooth functioning of the process.

• Managing Business at the workplace and ensuring flow of revenue by the achievement of targets and by increasing

the Client Base

• Extracting daily various kind of report & analysis them to overcome the area of improvement.

• Ensuring that daily reports to be sent to management.

• Preparing MIS e.g. Hourly report.

• Taking care of the Service Level, Average Handling Time

• Coaching the CSR on new updates as and when require

• Taking care of the A.C.D

• Gathering the updates & cascading these update to the agents

• Maintaining my team performance & getting them updated on their performance so that they may grow.

Group Team Leader Cogent E Services Pvt ltd

January 2011 – December 2011 (1 year) Meerut, U.P, India

Responsibilities

• Need to ensure proper functioning of the Prepaid Call Center of Airtel UPW Process.

• Handling the team of 4 Team Leader, 8 Ass. Team Leader & 130-140 Executives.

• Doing calculation for the manpower required for the smooth functioning of the process.

• Preparing the call projection that can be handled with the current & adding manpower

• Managing Business at the workplace and ensuring flow of revenue by the achievement of targets and by increasing

the Client Base

• Preparing the data to get the billing done to client

• Preparing CWN report.

• Extracting daily various kind of report & analysis them to overcome the area of improvement.

• Ensuring that daily reports to be sent to management.

• Ensuring Amazing Customer experience by meeting the quality and ice targets.

• Preparing MIS e.g. Hourly report.

• Taking care of the Service Level, Answering level, Average Handling Time, ASCMP cycle.

• Coaching the CSR on new updates as and when requires

• Taking care of the A.C.D

• Gathering the updates & cascading these update to the agents

• Maintaining my team performance & getting them updated on their performance so that they may grow.

• One to one interaction with the Client.

• Taking shift brief

Team Leader Aegis B.P.O,Bhopal

May 2010 – December 2010 (8 months)

Responsibilities

• Need to ensure proper functioning of the Bhopal Prepaid Call Center of Airtel MP & CG Process.

• Handling the team of 25-30 Executives.

• Doing calculation for the manpower required for the smooth functioning of the process.

• Preparing the call projection that can be handled with the current & adding manpower

• Managing Business at the workplace and ensuring flow of revenue by the achievement of targets and by increasing

the Client Base

• Preparing the data to get the billing done to client

• Preparing CWN report.

• Extracting daily various kind of report & analysis them to overcome the area of improvement. Ensuring that daily

reports to be sent to management.

• Ensuring Amazing Customer experience by meeting the quality and ice targets.

• Preparing MIS e.g. Hourly report.

• Taking care of the Service Level, Average Handling Time

• Coaching the CSR on new updates as and when require

• Taking care of the A.C.D

• Gathering the updates & cascading these update to the agents

• Maintaining my team performance & getting them updated on their performance so that they may grow.

• One to one interaction with the Client.

• Taking shift brief

Team Leader Atria Convergence Technologies Pvt. Ltd, Indore

November 2008 – November 2009 (1 year 1 month) Indore, India

Responsibilities

• Need to ensure proper functioning of the Indore Call Center.

• Handling the team of 10-15 Executives.

• Doing calculation for the manpower required for the smooth functioning of the process.

• Managing Business at the workplace and ensuring flow of revenue by the achievement of targets and by increasing

the Client Base

• Extracting daily various kind of report & analysis them to overcome the area of improvement.

• Ensuring that daily reports to be sent to management.

• Preparing MIS e.g. Hourly report.

• Taking care of the Service Level, Average Handling Time

• Coaching the CSR on new updates as and when require

• Taking care of the A.C.D

• Gathering the updates & cascading these update to the agents

• Maintaining my team performance & getting them updated on there performance so that they may grow.

• Taking shift brief

Assistant Manager Customer Care Teleperformance, Indore

June 2007 – October 2008 (1 year 5 months)Indore

Responsibilities

• Need to ensure proper functioning of the Delhi Prepaid Call Center.

• Handling the team of 40-45 Executives.

• Doing calculation for the manpower required for the smooth functioning of the process.

• Preparing the call projection that can be handled with the current & adding manpower

• Managing Business at the workplace and ensuring flow of revenue by the achievement of targets and by increasing

the Client Base

• Preparing the data to get the billing done to client

• Preparing CWN report.

• Extracting daily various kind of report & analysis them to overcome the area of improvement.

• Ensuring that daily reports to be sent to management.

• Ensuring Amazing Customer experience by meeting the quality and ice targets.

• Preparing MIS e.g. Hourly report.

• Taking care of the Service Level, Average Handling Time

• Coaching the CSR on new updates as and when require

• Taking care of the A.C.D

• Gathering the updates & cascading these update to the agents

• Maintaining my team performance & getting them updated on there performance so that they may grow.

• One to one interaction with the Client.

• Taking shift brief

Branch Manager Tata Indicom Ltd.

January 2005 – May 2007 (2 years 5 months)Gandhidham, Kutch - Gujrat

Responsibilities

• Handling a team of 15-20 Executives.

• Ensuring that daily reports to be sent to the management.

• Handle Sales & technical problem related to Back Office Operations.

• Responsible for Profitability of store in accordance with Franchisee management and OPEX of store.

• To achieve the different sales targets.

• Implementing innovative strategies to capture responsible market share.

• Marketing and Sales of IT, Telecom & Office automation products and Services.

• Creating the Demand from the customer through proper counseling and proper communication

• Managing Business at the workplace and ensuring flow of revenue by the achievement of targets and by increasing

the Client Base

• Ensuring Amazing Customer experience by keeping world-class ambience through proper display of merchandising

and other facilities available

• Handle Sales & technical problem related to Back Office Operations

• Coordinating with the seniors for the launch and promotion of new offers and product.

• Solving Customer queries. Handling various external affairs of Administration. .

• Ensuring proper staff management with effective leadership skills.

• Making of Daily MIS (Management Information System) on overall activities performed by the

• Customer Service Team at day end and sending to Top Level management.

• Coordination with all Cross Functional Departments.

• Performed Market research surveys amongst client base to seek feedback on sales techniques, follow up methods, and

quality of after sales service.

• Preparing weekly sales report for the sales team and management.

• Training of manpower.

Certifications

• Skill Development Program, from IIM, Bengluru, Faculties

July 2013

• TOASTMASTER SSISM, July 2013

Computer Proficiency

• Knowledge of Windows XP, Windows 2000 Prof or 2000 Advance Server.

• Excellent Knowledge of LAN network and WAN network.

• DOS, MS-Office & other INTERNET Application.

What I Bring along with me - Confidence/ Positive attitudes/ Experience & Good communication skills with a proactive

approach blended with learning attitude.

Strengths - Confident/ Optimistic/ Proactive/ Excellent in Servicing

Weakness - Passion to work hard/Workaholic/Straight Forward.