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Suruchi Khanna

Client & Engagement Manager

OBJECTIVE

A progressive and dynamic professional with 11+ years of experience in


Customer Servicing Administration with a strength in driving
performance, reducing inefficiencies and cutting costs in her forte
Training Business. A good communicator with excellent relationship
building & interpersonal skills. Proficient to build and maintain an
effective team and as a team player a self-motivated and focused one
who has experience of working in various roles. Outstanding persuasion,
CONTACT negotiation and investigative skills with ability to work effectively in
F-11 SECOND FLOOR MANSA high pressure environments. Self-sufficient and resourceful, with a
BHAWAN, WESTEND MARG responsive, cooperative and knowledgeable approach to work as well as
LANE NO. SAKET ,NEW DELHI professional attitude to dealing with all operational issues that may
110068 arise. Excellent written and verbal communication skills; ability to
suruchikhanna1984@gmail.com communicate effectively and tactfully with individuals on all levels.
+91-8800200596 Possess excellent Interpersonal; Communications & Organizational
Skills with proven abilities in Team Management, Customer Relationship
Management & Service Delivery & effective crisis management.
KEY POINTS

o Reduction Needs
o Assessment Ops AREAS OF EXPERTISE
o Management Sales
o Forecasting Market OPERATIONAL
o Analysis Client Identifying, developing and implementing best practice that increases
o Relations Vendor Sales Opportunities.
Management Apt at resolving contractual, technical and financial issues with
o Customer Service Associates/Partners.
Workforce Planning Sales and business development skills with Clientele.
Project Knowledge and experience of procurement processes, procedures, and
o Management policy implementation.
Training/Developm Team Player, prioritize and managing resources through others to meet
ent Sales Cycle goals.
Management Developing business relationships through networking.
o Presentation Cost Can communicate complex technical data and statistics clearly with
Stakeholders, people and relationship management.
SKILLS:
PERSONAL
o Performance driver
Training Operations Willingness to learn, improve and adapt. Able to take tough decisions
Consultant, acknowledged and sustain momentum, pushing for timely action.
for expertise in cementing Incredible drive, enthusiasm and commitment. Ability to communicate
client relationships, in a clear and effective manner.
improving operations, Having the patience to deal with multi decision maker sales processes.
simulating new business Having a positive ‘can-do’ approach towards change
opportunities, and securing
accounts in highly
competitive sector.
SKILLS:

Decisive, visionary team


player, and expert at
identifying and capturing WORK EXPERIENCE
sales opportunities,
achieving sales and
operations goals in Training
Sr. Executive Training Development & – AMITY University Noida
o History of building and (NCR- INDIA)- July ’18 till Date .
deepening strong Key Responsibility Area:
customer/associates  Own End to End Delivery of Leadership and other training
relationships built on trust, programs
exceptional service and  Maintaining all the training reports and dashboards
responsiveness.  Well versed with various Training delivery modes
 Familiarity with traditional and modern training methods
o Proven ability to motivate (mentoring, coaching, on-the-job or in classroom training, e-
and lead enthusiastic learning, workshops, simulations etc)
team efforts, balanced on
 Repository for all the content, Trackers etc.
solid planning and
 Managing the administration process in line with corresponding
implementation skills,
legislation and compliance procedures.
resulting in high levels of
 Provide administrative support for annual or ad hoc HR projects
sales target achievement.
 Leadership & management programs: Manage organization-
o Repeatedly demonstrated specific leadership & management programs
strong communications and  Responsible for creating monthly/quarterly/annual Training
presentation skills, from Calendar
sales training through
rapport building and TRAINING CONSULTANT– XEBIA IT Architects INDIA (P) Ltd.
effective presentations at Gurgaon (NCR- INDIA)- Apr ’15 –July’18
Key Responsibility Area:
every level
 Generation of business requirements from Clients, for all form of
sectors, primarily for Corporate/Fortune 500 Organizations for
High End Technology oriented Corporate Trainings.
 Managing Open Calendar Batches, Partner/Vendor Management
and Tracking all reports on training outcomes with its execution.
 Co-ordination for providing feedback of program for
participants and to management for better placements of future
assignments.
 To assess training needs for new and existing employees of
existing clientele, and to Inform employees about training
options available in coming calendar days.
 Organize, develop or source training programs to meet specific
training needs. To establish and maintain relationships with
external training suppliers/vendors.
 Manage and maintain in-house training facilities and
equipment’s. Design new marketing strategies for all segments
of markets with different activities.
 Utilizing market feedback & personal network to develop
marketing intelligence for better branding work.
 Cost effective and optimum utilization of resources to the benefit
of the organization by multi-tasking.
 Making and uploading calendars on the respective websites.

Team Leader (Customer Service/Coordination) – HCL Learning


Noida, NCR(INDIA)- Sept ’10 –Apr’15
Key Responsibility Area:
 Handling Team of Coordinators & Services Executives (Pan
India). Tracking regular Follow ups on Leads generated/
Complaints Handled by Team.
 Making Call Monitoring on Weekly basis.
 Distributing target to team weekly/quarterly /yearly basis and
tracking their achievements.
 Regular Follow ups with Platinum Clients.
 Develop & maintain excellent customer relationship.
 Product re-fresh training to its team members.
 Maintaining customer database depositary.
 Gather data, compile information and report to all levels of
management. Presentation of Reports to Management along
with supporting facts and historical data.
 Ensure that changes and improvements are professionally
executed. Coordination with the Development team for
implementation of the online tool.
 Review and refined current processes/procedures/tool,
identifying new opportunities and developing new methods to
improve overall efficiency and quality.
 Follow up with support teams like MIS, IT & Training.
Leadership through Training, Counselling, Mentoring &
Motivation.
 Regular interaction with Senior Management, Operational and
Support Staff with regard to the progress, achievements and
targets

EDUCATION
Bachelors in Arts –(B.A) Year ( University)
Computer Proficiency : Banking and Accounting software, Complaint Tracking
System, Vision Plus Lync, CRM, MS Office 97/2000/XP (MS-Word, MS-Excel, MS
PowerPoint)
12th from C.B.S.E Board with 62.2% marks (2007)
10thfrom C.B.S.E Board with 64.2% marks (2005)

ACHIEVEMENTS
HCL: Awarded with a Gold Coin on closure of a good
deal (150 Cr).
▪ Awarded with Best Enabling Team of the Quarter.
▪ Awarded with Best Performer of the
Year.(Consecutive 2 years)
Silver Applause several times

Xebia IT Architect: Awarded with Best Performer


of the Year

REFERENCES
References are available on request

Declaration

I hereby declare that all the details furnished above are true to the
best of my knowledge.

Suruchi Khanna
05/10/2019