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