SHAILA SIDDIQUI
Human Resource Management
Kolkata
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into Operations & HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to Employee development, enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
20
20
years of professional experience
3
3
Certifications
Work History
Human Resource Professional
Tata Teleservices Limited
06.2024 - Current
- Manage employee relations issues professionally, mediating conflicts, and providing solutions that aligned with company values.
- Collaborated with department managers to assess staffing needs proactively, optimizing workforce planning strategies.
- Streamlined recruiting processes for quicker talent acquisition and improved retention rates.
- Established mentoring programs connecting experienced professionals with newer hires, fostering knowledge sharing and skill development.
- Enhanced employee engagement by implementing innovative HR policies and procedures.
- Conducted regular employee surveys to gauge workplace satisfaction levels, identifying areas for improvement in company culture and practices.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Administered employee benefits programs and assisted with open enrollment.
- Monitored employee recognition programs.
Service Assurance & CLCM
Tata Teleservices Limited
10.2018 - Current
- Enhanced customer satisfaction by promptly addressing and resolving service issues.
- Implemented proactive monitoring strategies to detect potential service issues before they impacted customers negatively.
- Consistently met or exceeded performance targets for service quality, response times, and problem resolution rates.
- Maintained up-to-date knowledge of industry trends and developments, applying this expertise to ensure the company''s services remained competitive in the market.
- Conducted regular reviews of service assurance processes, identifying areas for improvement and implementing necessary changes, Fortnightly interlock with Technology/Sales Team and other CFT.
- Streamlined communication channels for efficient information flow between departments, resulting in improved service delivery.
- Increased first call resolution rates by actively listening to customer concerns and providing appropriate solutions.
- Developed strong relationships with clients, fostering a sense of trust and loyalty in the company''s services.
Corporate Relationship - Enterprise
Tata TeleServices Limited
01.2012 - Current
- Maintained up-to-date knowledge of industry trends, ensuring the provision of relevant advice and strategies to clients.
- Achieved high client retention rates through regular communication and relationship-building activities.
- Collaborated with internal teams to develop customized financial products suitable for corporate clients'' needs.
- Expanded corporate account portfolio through targeted prospecting and effective sales presentations.
- Enhanced customer satisfaction levels by addressing their concerns promptly and implementing feedback-based improvements.
- Built a diverse network of professional contacts that led to increased referral business opportunities.
- Strengthened client relationships by consistently providing excellent service and tailored financial solutions.
- Delivered informative presentations to executive management on account performance, growth opportunities, and industry developments.
- Informed customers of promotions to increase sales productivity and volume.
- Monitored service after sale and implemented quick and effective problem resolutions.
Corporate Sales Manager
Tata Teleservices Limited
11.2010 - Current
- Established strong client relationships for enhanced customer satisfaction and loyalty.
- Reorganized and optimized leads management by implementing Telecom solution.
- Coached DSA's in successful selling methods and encouraged cross-selling to drive revenue.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Conducted regular performance evaluations for sales staff, identifying areas for improvement and setting challenging objectives.
- Worked closely with product development teams to ensure alignment between offerings and client needs.
- Created effective strategies to target new markets after researching and analyzing competitor behavior.
- Implemented systems and procedures to increase sales.
- Prepared sales presentations for clients showing success and credibility of products.
- Managed accounts to retain existing relationships and grow share of business.
Service Marketing - Mobility
Bharti Airtel Limited, Airtel Center
12.2006 - 10.2010
- Developed strategic partnerships with external stakeholders to further enhance regional mobility offerings.
- Identified areas of improvement within existing transit systems, leading to an enhanced user experience over time.
- Established robust monitoring systems to track performance metrics of implemented mobility projects accurately, enabling continuous improvements based on data-driven insights.
- Enhanced employee productivity through efficient travel options and streamlined commuting strategies.
- Developed comprehensive training programs for staff members, equipping them with the necessary skills to excel in their roles as Mobility Managers.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Operations Executive
INTERNATIONAL TRAVEL HOUSE LTD
07.2004 - 12.2006
- Oversaw daily operations activities, ensuring smooth functioning across all departments while maintaining high-quality standards.
- Efficiently and effectively identified and solved all problems that impacted direction of business.
- Used data-driven decision-making techniques to identify areas of improvement within operations processes.
- Implemented strategic initiatives that resulted in significant improvements in operational performance.
- Customizing delight activities through organizing and celebrating birthdays and Anniversaries of key decision makers.
- Negotiated supplier discounts to improve bottom line.
- Drove team engagement to achieve aggressive company targets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Supervised creation of exciting merchandise displays to catch attention of customers.
Education
PGCHRM - Human Resource
XLRI Jamshedpur
Jamshedpur, India 04.2001 -
MBA - Marketing
Sikkim Manipal University
Kolkata, India 04.2001 -
Diploma in BM - Business Management
ICFAI
Kolkata, India 04.2001 -
Diploma in TM - Travel Management
BILAMS
Kolkata, India 04.2001 -
Bachelor of Arts - Honors
Rani Birla Girls’ College
Kolkata, India 04.2001 -
Skills
New Labour codes of India from NPTEL
Talent Acquisition and Management from NPTEL
HRIS Systems
Payroll Management
Conflict Resolution
Emotional Intelligence
Accomplishments
Name shortlisted in the Merit List by Calcutta University for Scholarship in 2003-2004 Graduation.
_____________________________
College topper for two consecutive years in BA part I and part II
_____________________________
Secured highest score in a Certification Test in Client Engagement skills Foundation Level Organised by Enterprise University
_____________________________
QUICK Certified
_____________________________
Project Management Professional (PMP), Certified - Y 2014
Additional Information
Eager to transition my operational expertise from Operations, Service management to the dynamic field of Human Resource Management.
My goal is to seamlessly integrate my skills, adaptability, and strategic mindset into a fulfilling HR role.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Intermediate (B1)
Urdu
Bilingual or Proficient (C2)
Certification
Talent Acquisition and Management from NPTEL
Timeline
Human Resource Professional
Tata Teleservices Limited
06.2024 - Current
New Labour codes of India from NPTEL
10-2022
Talent Acquisition and Management from NPTEL
04-2022
PGCHRM, Human Resource Management
07-2020
Service Assurance & CLCM
Tata Teleservices Limited
10.2018 - Current
Corporate Relationship - Enterprise
Tata TeleServices Limited
01.2012 - Current
Corporate Sales Manager
Tata Teleservices Limited
11.2010 - Current
Service Marketing - Mobility
Bharti Airtel Limited, Airtel Center
12.2006 - 10.2010
Operations Executive
INTERNATIONAL TRAVEL HOUSE LTD
07.2004 - 12.2006
PGCHRM - Human Resource
XLRI Jamshedpur
04.2001 -
MBA - Marketing
Sikkim Manipal University
04.2001 -
Diploma in BM - Business Management
ICFAI
04.2001 -
Diploma in TM - Travel Management
BILAMS
04.2001 -
Bachelor of Arts - Honors
Rani Birla Girls’ College
04.2001 -
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