Pramod Shukl is seeking an opportunity in operations and quality management. He has over 10 years of experience in customer service, operations management, and recruitment. Currently he works as a senior marketing executive at I-Tech Software Solutions, where he markets IT services to US clients and recruits candidates for client openings. Previously he held roles managing operations and resources at AssistClick Pvt. Ltd. and IBM GPS Pvt. Ltd., where he delivered high quality service and ensured process efficiency. He is skilled at teamwork, problem solving, and client relationship management.

1. PRAMOD SHUKL
C/O MR RAMSHANKAR SHUKLA,
GRAM BARA, POST – BARA, DIST-
REWA, M.P
PRAMOD.BIO@GMAIL.COM 09770473178
CAREER OBJECTIVE KEY STRENGTHS
Seeking a full time opportunity in Operations and Quality, to
utilize my abilities and contribute my skills towards
Successful completion of the project while crossing the
crucial challenges and meeting all the required conditions.
• Strong Interpersonal and management
skills.
• Excellent verbal and written skills,
highly social, open-minded and a
positive thinker.
• Skilled at both team and solo work
environments.
• Capable, creative and adaptable to
change. Work ethic – “Get the Job
done".
• Process knowledge of Inbound,
Outbound, Collection, Retention,
Recovery, Activation, Non Voice, QRC,
Nodal Appellate, TRAI, DOT.
• Experienced in Pre Sales, Marketing, IT
Recruitment.
WORK EXPERIENCE
I-Tech Software Solutions (Bhopal) Sr. Marketing Executive Aug 2014 – Present
 Researching and maintaining leads of the prospect US clients.
 Communicating and marketing IT services to US based clients through telecommunication
 Rigorous follow ups through calls & emails.
 Converting prospects to clients.
 Communicating with the US Manager, reporting the task progress or issues.
 Identify candidates to fill Tier-1 Vendors and client openings through cold calling, lead generation,
internet recruiting, referral generation, social networking etc.
 Review resumes, conduct phone screens, and reference checks.
 Understand and summarize candidate’s key strengths, liabilities, and requirements.
 Maintain contractor relationships to foster future business and identify new opportunities through
existing clients.
 Proactively recruit and maintain relationships with highly sought after candidates for client marketing.
 Understand and learn the details of each job requisition and its requirements.
 Cold-call candidates and build and maintain consultant candidate relationships.
 Experienced with full cycle of Sales, submitting the consultants, confirming the best rates for
consultants, following up for interview schedules, closing the best deals.
 Ability to interact, develop Vendor network and get candidates placed in quick turnaround time.
 Experience working with US citizens, GC, H1B, EAD and OPT preferred.
 Gathering requirements for consultants from Tier-1 Vendors of clients, Job portals and other
networking techniques.
 Submitting the candidates for the suitable positions and following up regarding the rates and client
interviews.
AssistClick Pvt. Ltd. Assistant Manager (Operation) Dec 2013to May 2014

2. • Service Delivery Management
 Consistently delivering high-quality service, on time and above clients’ expectations
 Capturing, implementing and adhering to clients’ service level agreements
 Documenting and mapping processes
 Constantly identifying opportunities for and delivering process efficiency
• Client Account Management
 On boarding new clients and new processes
 Nurturing client relationship to deepen our business relationship
 Identifying opportunities to increase share of wallet
 Client issue resolution: process/quality/people issues
• Production/Pipeline Management
 Monitoring, tracking, managing and planning for client demand and our capacity/supply
 Monitoring, tracking, managing and planning resource utilization/spare capacity
 Monitoring, tracking, managing and planning company productivity
• Quality Management
 Quality control, assurance and improvement
 Defining quality metrics and creating tracking mechanism, random samples, issue logs etc.
• Resource Management
 Resource planning
 Effective and efficient utilization of resources to deliver on service
 Identification of skill set gaps and training needs
 Resource performance (utilization + quality)
 Retain and enable growth opportunities
IBM G.P.S. Pvt. Ltd. Team Leader PAN India Mobility & Fixed line March 2009 to December 2013
 Handled a span of 59 associates. Supporting them as a subject expert to the highest point of escalation.
 Ensuring end to end resolution to the critical escalation from CEO’s desk.
 Process review to ensure structured follow-up on all the cases to ensure zero spillover to CEO’s Desk.
 Weekly call with the circle team to highlight process gaps.
 Daily dashboard to highlight incorrect resolution to the process owners and SR owners.
 Active participation on compliance checks and work place security audits.
 Supports in process expansion, staffing and new hire training.
 Take a lead role in developing and implementing best practices
 Increase effectiveness of staff by recognizing opportunities for development and proactively creating
new systems / process and structures
 One-to-one interaction and regular communication with team members
Achievements:
 Actively participated in complete transitioning of the process of AES Non Voice in Gurgaon and
Bangalore.
 Awarded as the best team leader four quarters in a row.
 Awarded as the STAR performer 7 months in a row.
 IBM talent spark award for the year 2013 as a key contributor.

3. Bharti Airtel Services Ltd Sr. Officer CSD (Fixed Line “B2B Process”) June 2008 to March 2009
 Working as a Sr. Officer L2, for Fixed line AES Pan India Corporate Customers.
 Taking escalations of fixed line related queries and complaints for Pan India Corporate Customers.
 Conducting sessions on updates regarding new plan and schemes with the team.
 Conducts training classes for new batches and identifying officers for refresher trainings.
 Coordinating with back end team for issue resolution.
 Make closure calls to check whether customer’s problem is resolved up to their satisfaction level or not.
 Analyzing & action planning on daily MIS for the process.
 Maintaining SL for the process.
Achievements:
 Awarded as Platinum Performer for the fixed line Airtel Enterprise Services.
TECHNICAL SKILLS
 Operating System: WIN XP/Vista/2007/2010
 Others: MS Word, MS Excel, MS Power Point.
PERSONAL DETAILS
 Date of Birth 05 Jan 1984
 Gender Male
 Nationality Indian
 Marital Status Unmarried
 Father’s Name Mr. Ramashankar Shukla
Place:
Date: Pramod Shukl