Vidya Gurukar has over 16 years of experience in customer service operations and people management in the telecom industry. She is currently a Senior Manager of Recruitment at IGATE Global Solutions. Previously, she held various managerial roles at Bharti Airtel, including Head of National Accounts and roles in customer retention, collections, and auditing. She has expertise in talent acquisition, relationship management, strategic planning, and leading large teams.

1. VIDYA G GURUKAR
Mobile: + 91 98450 90294 ~ E-Mail: vidyagurukar@gmail.com
CAREER ABSTRACT
 Over 16 years of widespread experience in spearheading customer
service delivery operations - Complaint management process, Retention
and collection process, Life cycle management, Event management,
Service recovery, Channel management, Post inbound and outbound
operations, Outsource transition and strategic partners, Audit and
Compliance ,Showrooms/lobby operations in telecom industry. Talent
Acquisition, Bulk and Niche Hiring in a Large IT Firm
 Presently working at “IGATE Global Solutions “ -Recruitment –
Sr.Manager
 Good professional demeanor, creativity and analytical skills gained
through extensive work experience
 A keen planner, strategist & implementer with expertise in establishing
& managing entire operations, with key focus on profitability by
ensuring optimal utilization of resources.
 Demonstrated skill in training, motivating, disciplining large teams,
Teamwork and collaboration
 Experience in relationship building, decision making, hindrance handling and resource allocation.
 Strong organizer, motivator, team player and a decisive leader with successful track record in directing
from original concept through implementation to handle diverse market dynamics.
 Effective communicator & negotiator with strong analytical, problem solving and organizational abilities.
 Customer Life cycle Management – Account & Relationship management
 Global mindset
 Enterprising and entrepreneurial
 Retentions & Receivables Management
 Results orientation
 Networking and inter-personal skills
 Handling ambiguous and unforeseen circumstances
 Manage a large team -Talent Acquisition
 Bulk an Niche Hiring
 Thrived in Campus And Walk in Drives
CORE COMPETENCIES
Customer Experience:
 Sales & Purchase experience
 Walk-In Experience
 Channel relationship management (Business partners, Vendors)
 Inbound postpaid base
 Complaint Management –Voice and Non voice process(Retail and corporate)
 Customer Life Cycle management (0-4 months).
 Service Recovery/Base Management
 Voluntary and Involuntary Retention
 Showroom Operations
 National accounts-Unit Level Coordination
 Collection & Bad debt
 Strategic planning
 Customer centricity projects
 Event management-Rewards & Recognition (For all Vendors).
Competencies Overview
Customer Experience Operations-Telecom
Channel Relationship Management
Strategic Planning
Green belt trained & certified
Audit & Compliance
Talent Acquisition
Stake Holder Management
New Set Ups/ Start Ups
Team Management

2.  Loyalty Program management(For corporate)
 Business management review and reporting
 Audit and Compliance
 National Account management-Pan India
 To lead ,manage and assist a team of relationship managers who handle the complete customer
life cycle management of National accounts on telecom products like Mobile, FL , DSL
 To ensure end to end service delivery for corporate meeting their requirement as per defined TAT
and SLA
 To be the one point contact for Key Decision Makers at Corporate an ensure nil escalations
 To conceptualize, develop and implement new service initiatives in order to significantly enhance
the business performance.
 To engage with corporate senior management team and ensure customer delight activities are
conducted at regular interval.
 Works with business and HR leaders to forecast recruiting needs and determine the best source of
talent
Quality and process Management
 Yellow belt and green belt trained
 Active member of Quality circle.
 Effective implementation of process and automation to meet internal and external customers.
 Conducted root cause analysis of the problem and taking steps to rectify and eradicate the same.
 Ensuring self certification on all process and auditing on equal intervals.
 Core team member of ISO 27001
 Makes a major contribution to a decision or policy judgment reached by others
 Ensure 100% service level adherence to business processes.
 Manage and up sell airtel products/services to corporate through its life cycle management process
 Track and monitor on corporate revenue performance of different products/services
People Management
 Objective setting, leading, training & monitoring team to ensure efficiency in operations and meeting of
individual & group targets.
 Managed an operations team of 100 – 150 members and has ownership for the collective performance
of the team and for meeting team goals; represents the team to internal and external stakeholders
 Responsible for hiring, setting and monitoring of annual performance plans, coaching, and development;
ensures that the proper tools are in place to support the team and the processes.
 Effective transition and re deployment.
 Recruitment for customer service delivery.
 Deft in handling clients and providing them utmost support for continued support and new businesses.
 Shown success in managing back end operations and conducting random quality audits while adhering
to SLA levels.
 Communicates the vision for the recruitment team and develops goals and objectives based on staffing,
development, retention, and brand management.
CAREER CONTOUR
Current Employer: IGATE Global Solutions Pvt Ltd: May 2013 – Till Date
Designation : Sr.Manager – Recruitment
 Leadership Responsibilities – Directly manage Talent Acquisition Managers and Team
Members. Direct, supervises and coordinates work activities and Responsible for
performance management
 Front Line and Lateral Recruiting – Have developed recruitment strategies for the
business unit to ensure the selection of top quality candidates.

3.  Analysis – Tracks analytical data regarding all facets of the hiring process. Align
recruiting strategy, as needed, based on analysis.
Employer 2: Bharti Airtel Ltd, Bangalore: Mar 1999 – April 2013
Designation : Manager – National Account
Mar’99 – Jun’02 Customer Relation Executive – Airtel showrooms
Jul’02 – Apr’03 Team leader –Call centre
May’03 – Oct’03 Team Leader- Complaint Management
Nov’03 – Jun’05 Supervisor- Corporate customer care
Jul’05 – Apr’06 Coordinator-National Accounts & VIP base
May’06 – Mar’07 Asst.Manager –New Customer Experience
Apr’07 – Mar’08 Head showrooms-Zonal Operations
Apr’08 – Jun’09 Manager-Retention head-Retail
July’09-Apr’10 Manager-Retention and collection-Retail
June’10 – May’11 Head - Retention & Collection-Karnataka (active bucket)
June’11 – Feb’12 Head Audit and Compliance-Karnataka
Feb’12 – May’12 Head –Involuntary field collection-Karnataka (Integrated Business-
Mobility, Fixed Line,DSL)
June’12-Apr’13 Head National Accounts Pan India (Solitaire Segment)
Highlights with Bharti Airtel Ltd:
o Reduce costs by optimal utilizations of all available resources.
o Utilize resources to project call volumes based on historical data.
o Defining staffing requirements and initiating recruitment process.
o Ensure that rostering and scheduling is accurate to meet inbound and out bound requirements.
o Generate reports continuously that support business improvement and increase profitability.
o Excellent Gallup scores
o Team building workshop
o Induction to the new joinees
o Recognized for breaking and setting new bench mark performance
o Contributed and received appreciations for initiating Good practices and replications in correcting
process gaps and for enhancing business
o Initiated and Lead successful projects
Employer 1: Swara International Ltd: May 1998 to Mar 1999
Last Designation: Business development executive
Accountabilities:
 Recruitment process
 Responsible for outsourced employees receivables & payables
 Attendance & performance tracking
 Coordinate on incentive & pay hike with companies
 Monthly meeting
 Visits to counters where an sales executive is recruited
Educational Qualifications
B A Bishop Cotton’s College,
Residency Rd
Bangalore

4. PUC Bishop Cotton’s College,
Residency Rd
Bangalore
SSLC St Anne’s High School,
Bangalore.
PERSONAL DOSSIER
Date of Birth: 17th
Feb 1976
Address: Jakkur Plantation Road
Bangalore
Vidya Gurukar