Parul Shukla

Experience

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  Airtel

  Apr 2005 - Mar 2006

  Sr. Client Relationship Executive

  • Team Coordination & Leadership: Led and managed the collections team for the Home Pay Team, overseeing field officers and tele calling operations for the Jabalpur region to ensure timely and effective collections.• Issue Resolution & Service Optimization: Efficiently resolved billing and service-related issues during the collections process, enhancing customer satisfaction.• Operational Support & Efficiency: Provided crucial back-office support to on-field collection executives, streamlining workflows and ensuring smooth operations.• Customer Retention & Churn Management: Devised and implemented exclusive bill plans to manage customer churn, fostering long-term relationships and maximizing revenue retention. Show less

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  Bajaj Capital Ltd

  May 2006 - Feb 2007

  Sr. Client Relationship Executive

  • Spearheaded the sales and processing of insurance policies, mutual funds, and Sips, driving seamless collaboration with company operations to ensure efficient execution.• Coordinated with cross-functional teams to streamline operations, improve service delivery, and achieve business growth objectives.

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  Dell

  Apr 2008 - May 2014

  • Account Management: Spearheaded the management of large G500 accounts, addressing post-sales queries and ensuring seamless coordination between sales, technical support, and vendors to deliver exceptional service and client satisfaction.• Team Leadership: Led a high-performing team of 10 members, providing strategic guidance in handling escalations, conducting training sessions for new members, and fostering a collaborative environment to drive operational excellence.• Asset Management & Installations: Oversaw the end-to-end management of assets for internal clients, ensuring the timely and efficient installation of equipment while maintaining high standards of operational efficiency and client satisfaction. Show less • Proactively identify and investigate fraudulent activities related to credit card, PayPal, and account takeover cases for Dell U.S. orders.• Collaborate with team members to analyze suspicious transactions, ensuring timely resolution and fraud mitigation.• Provide training and guidance to new team members, enhancing their case analysis skills and fraud detection capabilities.• Manage and resolve team escalations, ensuring smooth operations and maintaining high standards of fraud prevention.• Continuously improve fraud prevention processes and procedures to reduce risks and minimize losses. Show less • Customer Escalation Management: resolving complex customer issues, ensuring timely solutions and maintaining high customer satisfaction levels.• Team Leadership: Managed and mentored a team of 11, driving productivity and performance in handling customer calls and emails.• Process Expertise: Provided expert guidance on customer service processes, optimizing workflows for efficient issue resolution and reducing escalation rates.• Training & Development: Enhanced team skills through targeted training, fostering a collaborative environment for continuous improvement.• Performance Monitoring: Regularly assessed team performance, implementing corrective actions when needed to ensure adherence to service quality standards. Show less

  • Key Account Manager

    Oct 2010 - May 2014

  • Senior Fraud & Loss Prevention Team Lead

    Jun 2009 - Oct 2010

  • Senior Customer Service Associate

    Apr 2008 - Jun 2009
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  Accenture

  Jun 2017 - Aug 2023

  IT Account & Transition Manager

  • Strategic Relationship Management: Cultivate and maintain strong, collaborative relationships with internal teams at Accenture and IT stakeholders to ensure seamless communication and alignment on business objectives.• Infrastructure Transition Leadership: Spearhead infrastructure transitions, ensuring timely, smooth, and efficient migration with a focus on resolving escalations and minimizing operational disruptions.• Business Continuity & Compliance Oversight: Ensure business continuity through robust audit processes, while managing IT requirements to meet organizational standards and compliance.• Data Centre Migration Management: Oversee end-to-end data center migrations, ensuring minimal disruption to business operations, timely execution, and strict adherence to budgetary constraints.• Project Management Excellence: Lead project transitions on-time and within budget, ensuring quality control and alignment with business goals, while identifying and implementing process improvements.• Cross-Functional Leadership in UAT & Sign offs: Lead User Acceptance Testing (UAT) and ensure timely sign-offs across multiple teams, ensuring the successful deployment of IT solutions.• Workshop Facilitation & Knowledge Sharing: Design and deliver engaging workshops, roadshows, and tech initiatives, fostering knowledge sharing, community engagement, and skill development across teams. Show less

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  Accenture in India

  Sept 2023 - now

  Learning & Development Specialist

  • Crafted Dynamic Learning Experiences: Designed and developed engaging visual and written content, enhancing learner engagement and knowledge retention across diverse learning platforms.• Community Engagement Leadership: Spearheaded community initiatives to promote collaboration, driving active participation, and fostering a culture of knowledge-sharing across teams and departments.• Workshop Facilitation & Skill Development: Led impactful skill-building workshops aligned with organizational goals, enabling employees to enhance their expertise and contribute to business outcomes.• Cross-Functional Collaboration: Worked closely with internal teams to co-create tailored learning solutions, ensuring alignment with business needs and driving measurable improvements in team performance and organizational growth. Show less