Nikhil Soni is a highly motivated Human Resource professional with over 12 years of experience in operations and human resources. He currently works as an Assistant Manager of Employee Engagement at Firstsource Solutions Ltd. in Mumbai, India. His expertise includes employee engagement, recruitment, and team leadership.

1. NIKHIL SONI Email: nikhil277@gmail.com
Employee Engagement, Asst. Manager, Phone: +91 9731767722
Firstsource Solutions Ltd.
SUMMARY
A highly motivated, result-oriented Human Resource professional with a total experience of
12+ years in Operations and Human Resource departments, with an excellent skill set in
Employee Engagement and Retention, excellent track record in Recruitment and effective
communication skills, seeking an opportunity to utilize my skills, career experience, and
education to contribute towards employer objectives, with a company offering potential for
challenge and growth.
EMPLOYMENT HISTORY
 Firstsource Solutions Limited. (Jan 2007 - till date)
Operations
Designation Duration in months
Process Leader 15 (Jan 2007 – March 2008 , Mumbai)
Process Leader 3 (April 2008 – June 2008 , Bangalore)
Human Resource Department
Designation Duration in months
Recruitment
6 (Jun 2008 – Jan 2009, Bangalore)
Sr. Executive
(Employee Engagement)
12 (Jan 2009 – 31st
Dec 2009 , Bangalore)
Asst. Manager
(Employee Engagement)
69 (Jan 2010 – 21st
Sept 2015, Bangalore)
 Sitel India Pvt. Ltd. (Sept 2002 – Jan 2007)

2. NIKHIL SONI Email: nikhil277@gmail.com
Employee Engagement, Asst. Manager, Phone: +91 9731767722
Firstsource Solutions Ltd.
Operations
Designation Duration in months
CSP (Customer support
professional)
14 (Sept 2002 – Oct 2003 (AOL), Mumbai)
CSP (Customer support
professional)
14 (Nov 2003 – Dec 2004 (DELL) , Mumbai)
SME (Subject matter
expert)
14 (Jan 2005 – Feb 2006, Mumbai)
TL (Team leader) 11 (Mar 2006 – Jan 2007, Mumbai)
 Free Lancer: From 1997 to 2002 - Engaged in buying and selling of new/old cars and
properties.
PROFESSIONAL EXPERTISE
 Employee Engagement & Retention
Roles and Responsibilities include:
• Inducting New Hires.
• Partner closely with Operations, Training and other departments on a high
frequency to arrest any area that might need HR attention
• Engagement activities:
 Execute skip level meetings at associate and TL levels.
 Organizing Open houses
 Conducting one on one discussions
 Facilitating Rewards and Recognition programs
 Rolling out ESAT surveys including analysis, action planning and action
tracking.
• Early Warning Mechanism: Implement the EWM for attrition across the
production floor to forecast and arrest exits, wherever possible.
• Custodian and advocate of Company policies.
• Event Management:

3. NIKHIL SONI Email: nikhil277@gmail.com
Employee Engagement, Asst. Manager, Phone: +91 9731767722
Firstsource Solutions Ltd.
 Facilitating center-wide cultural, sports and fun events within
stipulated employee welfare budget.
• Performance:
 Managing appraisals (Monthly, quarterly, half yearly and yearly)
 Ensuring feedback and coaching is given to employees
• Facilitating R&R for employees.
• Growth:
 Rolling out IJPs,
 Conducting interviews
 Promoting the right candidates.
• Resolving payroll related queries
• Grievance Handling
• Corrective Action Plans:
 Administering corrective action programs like PIP (Performance
Improvement Plan)
 Providing counseling to maintain discipline along with documentation.
• Checking for adherence to labor laws
• Separation:
 Conducting Exit Interview Analysis and feeding it back to the
stakeholders.
 Terminating employees for behavior and integrity issues.
• Reporting:
 Pulse of the floor
 Attrition numbers, reasons and analysis
 Challenges and progress on action plans
 Recruitment
• Support hiring department by conducting interviews for Dell – Technical
Support (US) and ISP Process (UK).
• Checked for voice clarity, stability, flexibility for shifts and offs attitude, etc.
 Operations - Team Handling
• To work together as a team to meet the goals set by the organization (i.e.
achieving process metrics without compromising on productivity).
• To ensure an environment that helps the team to achieve its goals.
• To keep the team motivated.
• Recognizing and celebrating accomplishments.

4. NIKHIL SONI Email: nikhil277@gmail.com
Employee Engagement, Asst. Manager, Phone: +91 9731767722
Firstsource Solutions Ltd.
• Reporting daily/weekly/monthly performance.
 Auditing Calls And Data Analysis of daily/monthly performance
Generating reports to track down daily performance of the team to meet all
agreed client SLAs and performance parameters. Monitoring calls on the
Avaya Agent Report and Split - Skill Comparison report to assess performance
on technical and communication skills. Furnishing monthly performance
reviews for my team
 Training and Coaching based on analysis
Interacting with the agents individually and coach them towards achieving the
SLA’s as well as building good communication skills. Good bonding between
individual team members so as to create high standards and effective
deployment through communication. Imparting knowledge to the agents
about various tools like Avaya CMS Supervisor, IEX to make the team
independent and capable of handling delegated assignments.
ACHIEVEMENTS
• Professional
o Awarded ‘Best Support Personnel’ in Jan 2013.
o Received the ‘Best Recruiter’ award in Nov 2008.
o Have won 3 Best TL awards in SITEL India and 2 in Firstsource Solutions Ltd.
o Implemented ‘Fish Philosophy’ on the floor
o Green Belt trained.
• Extra-curricular
o Won Table Tennis (Doubles) tournament in college.
o Won Table Tennis (Singles & Doubles) tournament in Firstsource.
o Won Single Wicket Tournament playing for Dahisar Sports Club.
o Was Runner-up in Corporate Badminton Tournament (Doubles) held in
Goregaon Sports Club.

5. NIKHIL SONI Email: nikhil277@gmail.com
Employee Engagement, Asst. Manager, Phone: +91 9731767722
Firstsource Solutions Ltd.
EDUCATION
S. No Course/Degree Institution
Year of
passing
Grade
1 Bachelor of Commerce
ML Dahanukar College of
Commerce, Mumbai
University
1997 Second Class
2
Higher Secondary
Certificate
ML Dahanukar College of
Commerce, Mumbai
University
1994 First Class
3
Secondary School
Certificate
St. Xavier’s High School,
Maharashtra State Board
1992 First Class
PERSONAL DETAILS
• Name : Nikhil Soni
• Current Location : Mumbai
• Languages Known : English, Hindi, Gujarati and Marathi.
• Date of Birth : 27.07.1977
• Extra-curricular activities : Table tennis, Cricket, Badminton, Lawn Tennis
and Story writing.
• Marital Status : Married
The above given details are true and authentic to the best of my knowledge.
NIKHIL SONI

6. NIKHIL SONI Email: nikhil277@gmail.com
Employee Engagement, Asst. Manager, Phone: +91 9731767722
Firstsource Solutions Ltd.
EDUCATION
S. No Course/Degree Institution
Year of
passing
Grade
1 Bachelor of Commerce
ML Dahanukar College of
Commerce, Mumbai
University
1997 Second Class
2
Higher Secondary
Certificate
ML Dahanukar College of
Commerce, Mumbai
University
1994 First Class
3
Secondary School
Certificate
St. Xavier’s High School,
Maharashtra State Board
1992 First Class
PERSONAL DETAILS
• Name : Nikhil Soni
• Current Location : Mumbai
• Languages Known : English, Hindi, Gujarati and Marathi.
• Date of Birth : 27.07.1977
• Extra-curricular activities : Table tennis, Cricket, Badminton, Lawn Tennis
and Story writing.
• Marital Status : Married
The above given details are true and authentic to the best of my knowledge.
NIKHIL SONI