SHALINI MATHUR

B-8 Parivahan Marg, Chomu House

Jaipur, Rajasthan 302001
(M) 7726935633 (E) shaallini.u.mathur@gmail.com

Professional Synopsis:-

An innovative, forward thinker, with rich experience in HR, Administration, Management /

Recruitment, Training & Operations through strategic planning, program development, effective
communication & challenging learning environment

Skill Set:

 Strong leadership/ Mentoring skills

 Excellent Organization skills
 Strong Communication skills
 Possess resource management, time management and discipline management skills
 Ability to recruit, train, supervise and evaluate staff members
 Creative problem solving techniques
 Strong logical and analytical skills

Job Experience:-

Presently working as a Freelancer giving trainings in schools & other Institutions since
October 2022

Worked as Head Customer Care – Akar Motors Vaishali Nagar from April 2021-
September 2022

Key Responsibilities

 Taking care of the Customer Care division by giving proper pre-sales and post-sales
service
 Handling Telecallers, training them, with effective training programs to ensure customer
satisfaction
 Co-coordinating with Sales team to ensure timely delivery of cars
 Coordinating with Accessories department to ensure that accessories are available and
customer demands are being fulfilled within the specific time
 Coordinating with the Management, GM, Accounts department and other departments to
give timely delivery to the customers and achieve customer satisfaction
 Training the Sales team and motivating them for higher sales

Worked as HEAD – HR, Training & Quality in Hotel LA PALMA, Jaipur from Nov 2017 – May
2018

Key Responsibilities

 Implement the Training and Development strategy for the company in line with
the business objectives
 Ensure adherence to assigned budgets for all training programs
  Follow the framework for conducting an ongoing on-the-job-training within
the organization for new recruits
 Follow the framework for identifying training and development needs within
the organization through job analysis and regular consultation with managers
 Ensure effective training programs for:

 New Employee Orientation

 Customer Service Training
 Operational SOPs
 Supervisory Skills Training
 Employee retraining

 Formulate a Training Calendar on a periodic basis detailing training programs to be

conducted and ensure communication to concerned departments
 Ensure adequate coverage of training programs across all levels and function areas
in the area
 Oversee infrastructure arrangements and requirements for conduct of the
training programs
 Monitor and review progress of trainees by using tools like audits, questionnaires
and surveys and through discussions with managers/superiors
 Monitor the progress of the Training Business Plan for each outlet to ensure that
the training objectives are being achieved
 Produce monthly training reports of the area to the Chief Operating Officer
 Maintain all outlet training records that fall within the area responsible
 Ensure that Department Heads abide by their responsibilities of employee
training against departmental SOPs
 Evaluate instructor performance and effectiveness of training programs,
providing recommendations for improvement
 Deliver briefings of all internal programs to executive management and
department heads.

Head HR, Administration & Business Development - Bye Cafe & Bakers, Jan 2014 – June
2017

Work Responsibilities

1. Establish & Manage business plan by surveying market demand. Preparing financial
objectives, establishing banking relationships, monitoring financial controls. Purchase
Stock, Machinery, & Inventory and establish the business plan.

2. Recruitment, Selection, training staff and monitoring performance.

3. Maintain Quality standards by ensuring safe, secure, and hygienic environment

complying with Health and legal regulations.

4. Maintain professional & technical knowledge by tracking emerging trends in the industry.

5. Developing & Implementing Marketing, Advertising programs to increase sales.

6. Maintain customer satisfaction by Monitoring, evaluating and auditing food and service
issues; initiating improvements & building relationships with customers.
Worked as a Centre Head in Dolphins International School, Jaipur from May 2013-Oct-
2013

Job Responsibilities:
1. Manage, and supervise effective and clear procedures for the operation and
proper functioning of the school consistent with the philosophy, mission, values and
goals ofthe school including programs, extracurricular activities, discipline
systems to ensure a safe and orderly climate, building maintenance, staff management,
office operations, and procedures.
Ensure compliance with all laws, board policies and civil regulations.
2. Handling / maintaining statutory paperwork & related filings, procurement, vendor
management & facility management
3. Preparing MIS reports, Plan and implement office systems, Maintaining Office Files.
4. Effectively manage office administration, in accordance with the procedures and directions
given by School Management
5. Responsible for the Business Development of the centre, by having regular follow –ups of
the walk-in parents. Converting the prospective parents, into confirmed admissions by
counseling.
6. Communicate regularly with parents, seeking their support and advice, so as to create
a cooperative relationship to support the student in the school
7. Establish and maintain an effective inventory system for all school supplies, materials
and equipment.
8. Accountable for Fee Management, Student Management, Office Management

Worked as a Centre Head in SIS Jaipur from Jan 2010 – May 2013

1. Supervise the instructional programs of the school, evaluating lesson plans and
observing classes ( teaching, as duties allow) on a regular basis to encourage the use of
a variety of instructional strategies and materials consistent with learning and child
growth and development
2. Supervise in a fair and consistent manner effective discipline and attendance systems,
consistent with the philosophy and values of the school. Ensure a safe and orderly
environment that encourages students to take responsibility for behavior and create high
morale among staff and students
3. Keep the staff informed and seek ideas for the improvement of the school. Conduct
meetings, as necessary for the proper functioning of the school
4. Responsible for the Business Development of the centre, by having regular follow –ups
of the walk-in parents. Converting the prospective parents, into confirmed admissions by
counseling.
5. Accountable for Fee Management, Student Management, Office Management

Worked in UNICEF as Senior Officer – Operations Admin, Jaipur from Feb 2009 – Dec
2009

Job Responsibilities:
  Compose type and send routine communications, including e-mail, in accordance with
established procedures, and respond to routine verbal/written enquiries of different
Program Units.
 Systematically maintain reference materials, including reports and other publications
related to the assigned programs for easy retrieval. Keep the relevant mailing lists up-to-
date.
 Support & Assist the Program Heads and other staff in the preparation of
reports/documentation to facilitate review and monitoring of UNICEF cooperation,
liaising with Government/NGOs.

Worked in Shubham Auto Finance in Auto Loan Division as Senior Officer - Admin from
Aug 2006 to July 2007

Job Responsibilities:
 Customer Relationship Management
 Managing the Delivery order process
 Coordination with the processing department to reduce TAT
 Coordination with Customer Care Division
 Managing Monthly MIS
 Handling Telecalling Division
 Training, Grooming, Motivating and enhancing their operational efficiency leading to
increased productivity

Worked as Team Leader in Esta Corp, (International Call Centre) from May 2004 – July
2006
Key Functional Areas: Voice Based Process
( I ) Operations Management

 Identifying improvement areas and implementing adequate measures to aximize

customer satisfaction level.
 Preparing MIS reports & other statements with a view to apprise management of
the process operations and assist in critical decision-making process.
( II ) Client Servicing

 Addressing Difficult Customer queries

 Managing service operations for rendering and achieving quality services
 Providing first line customer support by answering queries & resolving their
issues, ensuring minimum TAT.
 Assessing the customer feedback, evaluating areas of improvements &
providing critical feedback to the associates on improvements and achieving
higher customer satisfaction matrices.
 Training Staff for Voice & Accent and ensuring improvement if required
 Check & monitor Quality of agents; barging calls
 Proper processing & editing of voice files of agents
 Handled a team of ten agents
 Lead, manage & monitor the performance of team members to ensure
efficiency in operations and meeting of individual & group targets
 Generating leads & converting those prospect customers into confirmed
leads
Chief Accomplishments
  Achieved best Accent quality recognition by Quality experts team of Australia
 Actively pursue continuous improvement of processes to minimize inefficiencies and
maximize customer satisfaction.
 Always tried to use given resources in a best possible manner and thus, maintaining
Answer level and Service level.

Worked as Senior Teacher in English Medium Secondary School from July 2003 – May
2004

 Accountable for teaching Science to students of class VIth , VIIth , VIIIth.

 Accountable for teaching Computer to students of class IXth and Xth.
 Accountable for organizing School functions from time to time like Dance competition, skit,
debates, etc

Worked as E-CRM in Supportscape from November 2001 – December 2002

Web Based Process
 Managing Customer Relationships by solving their technical queries related to Dial –up
networking, via web based process; email
 Having proper coordination with knowledge base technical department for proper &
instant solutions to technical customer queries
 Building customer base by providing proper & quick solutions to customers
 Patronized customers by building an efficient technical customer care division

Chief Accomplishments
 Achieved Appreciation letters from happy & satisfied customers

Education

Post Graduation Management In Business Administration(MBA)- Finance from

Symbiosis, Centre for Distance Learning, Pune in 2007 with
75.5%
Graduation BSc (Biology) from Kanoria College, Rajasthan University in 2000
with 61%
Senior Secondary Rajasthan Board, from St. Angela Sophia School Jaipur in 1997
with 64.31%
Secondary Rajasthan Board from St. Angela Sophia School Jaipur in 1995
with 74%
Other Qualifications: -

 AMFI Certification
 Honors Diploma in Software Engineering ‘A’ Level DOEACC – Jaipur

Extra Curriculars:-

 Proficient in Art & Craft

 A sound knowledge of Kathak and other folk dances, won many certificates and medals
in music and dance at school level.

SHALINI MATHUR