Sapna Das has over 15 years of experience in human resources, recruitment, and client operations roles. She currently works as an Assistant Manager at EXL Service.com, where she is responsible for recruitment, employee relations, engagement, and client operations. Previously, she held similar roles at companies such as EXL, Magellan, Lavante, Aviva Insurance, and Convergys India Services. Sapna has extensive experience in recruitment, training, workforce management, and ensuring compliance. She holds professional qualifications in HR, software, and secretarial practice.

1. SSAAPPNNAA DDAASS
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BB11 VViissaa SSttaammppeedd ffoorr CClliieenntt MMaannaaggeemmeenntt aanndd TTrraannssiittiioonn
Address – Flat 1520, Tower-I
GaurCity 1, Noida Extension
Noida, UP
Email: Sapna_shuntoo@rediffmail.com
Contact: 9818678197
WORK EXPERIENCE
Current Organization Position Tenure
EXL Service.com(I) Pvt. Ltd
(Insurance P&C and Utilities Domain)
Assistant Manager –Human Resource
(Recruitment ) & Client Operations
March 2013 till date
Assistant Manager – Recruitment & Client
Operations - Lavante (Utilities)
Aug 2012 to Feb 2013
Assistant Manager – Recruitment & Client
Operations - Magellan
Jan 2011 to Aug 2012
PROCESS TRAINER & RECRUITMENT LEAD -MAGELLAN 2009 to 2011
PROCESS TRAINER -AVIVA (THIRD PARTY CLAIMS) 2007 to 2009
CUSTOMER CAREEXECUTIVE -AVIVA (THIRD PARTY
CLAIMS)
2005 to 2007
Previous Organization Position Tenure
ConvergysIndiaServices Customer Care Officer March 2004 to May 2005
GEO Connect Ltd Customer Care Executive April 2002 to March 2004
The Intercontinental ParkroyalHotel Business Centre Supervisor November 2001 to March 2002
Onsite Insurance Domain Certification
INTRO 320 - Beginner’s Level Insurance Certification program
Principles of US Auto Insurance- US Auto 101
Principles of US Homeowners Insurance-US Home 100
Principles of US Worker's Compensation-USWC 102
 COMPANY PROFILE:
EXL (Nasdaq:EXLS) is a leadingbusiness process solutions company that helps companiesdrive business impact andadaptfasterto the
changing global marketplace.EXL provides operations management, embedded analytics andtechnology platforms to organizationsin
the banking andfinancial services,healthcare, insurance, utilities, transportation andlogistics, andtravelindustries.With more than 21,000
people aroundtheworld,weworkwith our clients as strategic partners to execute operations,identify opportunities togain a competitive
edge, and createnew channels for growth andsavings.Headquarteredin New York and operationalsince 1999,EXL is present in the U.S.,
U.K., Singapore, Romania,thePhilippines, India,Germany, Czech Republic and Bulgaria.Formore information,visit www.exlservice.com
Reward and Recognition:
 SuccessfulMigration of the Magellan(Charlotte, NC) and the Lavante (California)
 Awardedthe “Best Assistant Manager” award for ExcellentPerformance for Q2 andQ3 in 2011
 “Best Process Trainer” for 2008 – Aviva (Third Party Claims)
 “Best Process Trainer” for the year 2009 -Magellan
 Star Performerfor the month ofDecember’2007
 Star Performer& best Quality performerfor the month ofSeptember’2006
 All Rounderforthe month April’2006 andJuly’2006
WORK PROFILE:-ASSISTANT MANAGER-HUMAN RESOURCE(RECRUITMENT/EMPLOYEE GRIEVANCE/EMPLOYEE ENGAGEMENT &CLIENT OPERATIONS)
 Recruitment
 Managing the complete recruitmentlifecycle for sourcingthebest talent fromdiverse sources after identification of manpower
 Manpower planning in consultation with businessheads and ensuringon-boarding ofcandidates within thetimelines
 Workingwith diversifiedpracticeof the company for various verticals / Business units
Prioritizetherequirementsand servicingthembasedon business criticality
 Sourcing andscreeningthe most relevant resumes based on thecompany requirements usingin ternal brandingmethods (Internal job
portal/database developedby the company,Jobadvertisements.)
 Validatingthe resumes by speakingto candidatesandschedulingtheinterviews
 Submittingthose candidatesfor the VRPOC's(Vertical resourcingpoint ofcontacts) for theskill evaluation
 Gettingthefeedbackfromtheteamforall the candidaturesandprovide feedback tothecandidate

2.  Workingvery closely with theBusiness/leadershipteamto developor implement recruitment or selection strategies as per s taffing
projections, ensuringcost saves andjustin time hiring within thespecifiedtimelines
 Handlingallthe schedule discussions with the short-listedcandidates and rolling outthe closuredeclaration
 Managing relationshipandfollow upwith thecandidatesto ensuresmooth on-boarding
 Providing strategic inputs and direction forEmployee Relation Management
 Designing, developingandimplementingthe employee relation programs,in consultation with relevant stakeholder groups
 Ensuring consistentapplication of Human Resource policesandtimely responseto employeeconcerns
 Providingday-to-day guidance regardingthe application and interpretation of Human Resource practices, policies,procedures
 Ensuring thatrequisite investigation is undertaken on complaints related to the work environment, employee performance,poli cy
violations and issuesbetween employeesandmanagers
 Coachingandcounseling peoplemanagerson handling progressive disciplinary action and/or other matters ofemployment
 Managing changes that impact employees
 Providingadvice andguidanceon the employee relation aspectsof pay andreward projects,changesto pay related terms and conditions
of employment, pay reviews and their implementation
 Managing the peopleaspectsof any restructuringwithin theorganization,including redeployment and redundancy, and ensurin g that
these are completed within timescales and budgets
 Employee Engagement
 Create comprehensive and sustainable employee engagement strategies for the employees “Consultant” population
 Develop a survey process and metrics thatwill enable to track employee engagement programs at a companywide and division level
 Serve as a subjectmatterexpert on thesurvey results.Createdreports totrackprogressand create action that drive positi ve employee
engagement
 Work with Leadership to develop strategies and demonstrable links between engagement and their strategic goals
 Design, deploy, and evaluate effective and efficient engagement surveys
 Conduct employee focus groups to complement engagement surveys
 Created an effective communication plan and provide content for various communication vehicles
 Identified and addressed issues and solutions related to employee engagement
 Monitor Consultant retention strategies
 Coordinate and host new hire Orientation webinar presented by Leadership
 Create and manage new hire surveys, mid-assignment surveys and exit surveys
 Create ambassador programs for Consultant population
WORK PROFILE: -ASSISTANT MANAGER-RECRUITMENT, TRAINING &CLIENT OPERATIONS-TRAVELERS, MAGELLAN AND LAVANTE
 Implement training programs
 Ensuring thatstatutory trainingrequirements aremet
 Make trainingplan monthly,quarterly
 Assisting linemanagersand trainersto solve specific trainingproblems, either on a one-to-onebasisor in groups
 Management of training center
 Identify and implement careerdevelopment
 Check competency ofassociates as requirements
 Identify developmentplan for associates
 Workforce competency appraisal
 Appraisal competency of employee periodically
 Identify quality of workforceas requirements
 Develop testingand evaluation procedures
 Training Budget
 Considering the costsof plannedprogramsandkeeping within budgets
 Travelled to client site in US to migratethemost complex processof Enterprise Operations-PSSMiddleMarket(Backofficeprocess) and
Lavante (Voiceprocess)
 Smooth execution of KT, Ramp andGoLive
 Responsible for delivery of SLAs and handlinga teamof 35 associates
 Consistently achieved Quality metricsfortheprocess
 Client Operations
 Manage team and ensure quality and productivity targets are met
 Motivate team members and control attrition
 Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
 Provide coaching and feedback to team members to enable them to improve their performance
 Assist new hires such that they are productive on the floor in the shortest possible time frame
 Handle escalations
 Provide inputs on process and system to the team members
 Ensure compliance with internal policies and procedures, external regulations and informat ion security standards
 Collect and provide data required for various audits
 Provide coachingand feedbackto teammembers to enable themto improve their performance.
 Ensurecompliance with internalpolicies andprocedures,external regulationsandinformation security standards.

3.  WORK PROFILE: PROCESS TRAINER/ RECRUITMENT LEAD-AVIVA INSURANCE-AND MAGELLAN -THE HARTFORD INSURANCE
 Imparted trainingto new recruits andagents on Product and softskills.
 Develop & implement an effective TrainingNeed Identification Process
 Design,re-design andmaintain all Motor Insurance Claims training,proceduresmanualsandworkbooks (with particular emphasis on keeping
content up-todate) through liaison with Manager & Teamleaders ofthe respective vertical.
 Assist in thedelivery & evaluation offormal grouptraining thatwill increase productivity and contributeto thedevelopment andretention of
skilledstaff.
 Compile and submit monthly report to Supervisor on trainingactivities and needsin a timely & concisemanner
 Contributeto thesharingofbestpracticeandexpertiseacrossthe organization.
 Generate accurate, timely andefficient MIS
 Forwardall trainingprogramsto theSupervisor prior to delivery for review.
 Assist in theevaluation ofInsurance Training programs to ensurethat it achieves practicaloutcomes.
 Assist in thedevelopmentof the monthly/annual trainingplan basedon theTraining Needs Analysesandsubmit forapproval
 Conducting the yearly re-verification
 Identify any areas ofworkor servicesthat couldbe modernized/ improved.
 Creatingstandard
PREVIOUS:-Convergys India services -The Global CustomerCare Leader
Convergys is a $2.3 billion company, andthe world’s no.1in callcenters. With over55,000 employees in 53 customer contactcentersacross the
globe.It managesbusinessesforglobal Fortune500 leaders.
 WORK PROFILE:-CONVERGYS INDIA SERVICES-CUSTOMER CARE OFFICER
o As associatedwith DIRECTV Process which includedCustomer Service.
o Being a part ofa target-orientedteamin DIRECTV,gave an edge overlearningexperienceandvaluable insights in areassuch as
process training,processstabilization, meetingcompliance.
o To work as an effective teamplayer and participatingin all activities relatingto theteam.
o Maintaininghealthy competition among teams acrossthefloorandtryingto excel in all areaspossible.
o Maintaininghigh levels ofproductivity standardson parameters asAPT, productivehours breakadherenceetc.
ACHIEVEMENTS AT Convergys India services (DIRECTV):
 Nominatedas the best quality performer
 100% quality performer in the last quarter in DirecTV
 Appreciatedby managers andteamleaders for outstanding performanceby the managersof DirecTV
PREVIOUS: -GEO CONNECT LTD-CUSTOMER SERVICE EXECUTIVE
 WORK PROFILE: -
o To work as an effective teamplayer and participatingin all activities relatingto theteam.
o Maintaininghealthy competition among teams acrossthefloorandtryingto excel in all areaspossible.
o In teamquality, processtrainer and coachingconsultant.
o Maintaininghigh levels ofproductivity standardson parameters asAPT, productivehours breakadherenceetc.
PREVIOUS: -THE INTERCONTINENTAL PARKROYAL HOTEL -BUSINESS CENTRE SUPERVISOR
 WORK PROFILE: -
o Taking FITs, Groupreservations andupdatingthe systemaccordingly
o Maintaininghealthy professional relationship with corporateaccounts and travel agents
o Assistance provided to Reservations Manager for Month EndReports.
o Actively involvedin setupand functioningofreservation for aestheticworkenvironment.
ACHIEVEMENTS AT INTERCONTINENTAL PARKROYAL:
 Appreciation by General Manager for enrollingmaximumnumber ofguestto Priority Club(rewardprogram)
 Appreciation letter (twice) fromGeneralManager forexcellent servicesprovidedto theguests.
OTHER ACHIEVEMENTS:
 Gold Medalist for painting (Shankar’sInternational-1991)
 (Gold and Silver) AthleteMedalist
Leisure Activities: -
 Painting,Listeningmusic andWatching Cricket
EDUCATION QUALIFICATION
Educational Qualification
PGDM in HR IMT, Ghaziabad – 2013
Bachelorsin Arts Delhi University-1999
PROFESSIONAL QUALIFICATION
Professional Qualification
Secretarial Practice YWCA, New Delhi
Advanced Diplomain Software Technology ACL Uptron,New Delhi
On Job Training Wilco ShipmentToursandTravelsLtd