EDUCATION QUALIFICATION Educational Qualification TESOL/TEFL Certification Asian College of Teachers 2018 ACT TEFL /TESOL are recognized with TESOL Canada & TESOL USA PGDM in HR IMT, Ghaziabad – 2013 Bachelors in Arts Delhi University-1999 Volunteering Achievements:- ? Educate English for business communication on behalf of the organization ? Planned and implemented lessons that will positively increase students' Listening and Speaking Skills. ? Successfully improved grammar and vocabulary levels through written and interactive activities

SAPNA DAS Assistant Manager- Human Resource Address – Flat 9110, Tower-7 GH 07, Crossing Republik Ghaziabad, Uttar Pradesh Email: Sapna_shuntoo@rediffmail.com Contact: 9818678197 WORK EXPERIENCE Current Organization Position Tenure EXL Service.com(I) Pvt. Ltd (Insurance P&C and Utilities Domain) Assistant Manager –Human Resource March 2013 till date Assistant Manager –Client Operations Aug 2011 to Feb 2013 PROCESS TRAINER & RECRUITMENT LEAD – MAGELLAN 2009 to 2011 PROCESS TRAINER - AVIVA (THIRD PARTY CLAIMS) 2007 to 2009 CUSTOMER CARE EXECUTIVE - AVIVA (THIRD PARTY CLAIMS) 2005 to 2007 Previous Organization Position Tenure Convergys India Services Customer Care Officer March 2004 to May 2005 GEO Connect Ltd Customer Care Executive April 2002 to March 2004 The Intercontinental Parkroyal Hotel Business Centre Supervisor November 2001 to March 2002 Onsite Insurance Domain Certification INTRO 320 - Beginner’s Level Insurance Certification program Principles of US Auto Insurance- US Auto 101 Principles of US Homeowners Insurance-US Home 100 Principles of US Worker's Compensation-USWC 102 EDUCATION QUALIFICATION Educational Qualification TESOL/TEFL Certification Asian College of Teachers 2018 ACT TEFL /TESOL are recognized with TESOL Canada & TESOL USA PGDM in HR IMT, Ghaziabad – 2013 Bachelors in Arts Delhi University-1999 Volunteering Achievements:- ? Educate English for business communication on behalf of the organization ? Planned and implemented lessons that will positively increase students' Listening and Speaking Skills. ? Successfully improved grammar and vocabulary levels through written and interactive activities ? COMPANY PROFILE: EXL (Nasdaq:EXLS) is a leading business process solutions company that helps companies drive business impact and adapt faster to the changing global marketplace. EXL provides operations management, embedded analytics and technology platforms to organizations in the banking and financial services, healthcare, insurance, utilities, transportation and logistics, and travel industries. With more than 21,000 people around the world, we work with our clients as strategic partners to execute operations, identify opportunities to gain a competitive edge, and create new channels for growth and savings. Headquartered in New York and operational since 1999, EXL is present in the U.S., U.K., Singapore, Romania, the Philippines, India, Germany, Czech Republic and Bulgaria. For more information, visit www.exlservice.com Reward and Recognition: ? Successful Migration of the Magellan (Charlotte, NC) and the Lavante (California) ? Awarded the “Best Assistant Manager” award for Excellent Performance for Q2 and Q3 in 2011 ? “Best Process Trainer” for 2008 – Aviva (Third Party Claims) ? “Best Process Trainer” for the year 2009 - Magellan ? Star Performer for the month of December’2007 ? Star Performer & best Quality performer for the month of September’2006 ? All Rounder for the month April’2006 and July’2006 WORK PROFILE:- ASSISTANT MANAGER- HUMAN RESOURCE SHARED SERVICES ? Manage the performance (service, productivity and quality) of a team of HR Service Advisors delivering day to day customer services to all employees and managers ? Supervise the administration of the end to end HR transactional activities associated with the employment cycle ? Actively engage in the continuous improvement of the Shared Services Centre. ? Undertake any project work relevant to the activities of the Shared Services Centre and appropriate to the grade, as requested by the Account Manager. ? Involving and ensuring that tasks/activities of Site H.R. & Admin Departments are completed in time on a day to day basis. ? Coordinating and assisting all other departments in attaining common goal of completion of project in time. WORK PROFILE: - ASSISTANT MANAGER- RECRUITMENT, TRAINING & CLIENT OPERATIONS-TRAVELERS, MAGELLAN AND LAVANTE • Implement training programs ? Ensuring that statutory training requirements are met ? Make training plan monthly, quarterly ? Assisting line managers and trainers to solve specific training problems, either on a one-to-one basis or in groups ? Management of training center • Identify and implement career development ? Check competency of associates as requirements ? Identify development plan for associates • Workforce competency appraisal ? Appraisal competency of employee periodically ? Identify quality of workforce as requirements ? Develop testing and evaluation procedures • Training Budget ? Considering the costs of planned programs and keeping within budgets ? Travelled to client site in US to migrate the most complex process of Enterprise Operations-PSS Middle Market(Back office process) and Lavante (Voice process) ? Smooth execution of KT, Ramp and Go Live ? Responsible for delivery of SLAs and handling a team of 35 associates ? Consistently achieved Quality metrics for the process • Client Operations ? Manage team and ensure quality and productivity targets are met ? Motivate team members and control attrition ? Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements ? Provide coaching and feedback to team members to enable them to improve their performance ? Assist new hires such that they are productive on the floor in the shortest possible time frame ? Handle escalations ? Provide inputs on process and system to the team members ? Ensure compliance with internal policies and procedures, external regulations and information security standards ? Collect and provide data required for various audits ? Provide coaching and feedback to team members to enable them to improve their performance. ? Ensure compliance with internal policies and procedures, external regulations and information security standards. ? WORK PROFILE: PROCESS TRAINER/ RECRUITMENT LEAD- AVIVA INSURANCE- AND MAGELLAN -THE HARTFORD INSURANCE ? Imparted training to new recruits and agents on Product and soft skills. ? Develop & implement an effective Training Need Identification Process ? Design, re-design and maintain all Motor Insurance Claims training, procedures manuals and workbooks (with particular emphasis on keeping content up-to date) through liaison with Manager & Team leaders of the respective vertical. ? Assist in the delivery & evaluation of formal group training that will increase productivity and contribute to the development and retention of skilled staff. ? Compile and submit monthly report to Supervisor on training activities and needs in a timely & concise manner ? Contribute to the sharing of best practice and expertise across the organization. ? Generate accurate, timely and efficient MIS ? Forward all training programs to the Supervisor prior to delivery for review. ? Assist in the evaluation of Insurance Training programs to ensure that it achieves practical outcomes. ? Assist in the development of the monthly/annual training plan based on the Training Needs Analyses and submit for approval ? Conducting the yearly re-verification ? Identify any areas of work or services that could be modernized / improved. ? Creating standard PREVIOUS:- Convergys India services -The Global Customer Care Leader Convergys is a $2.3 billion company, and the world’s no.1 in call centers. With over 55,000 employees in 53 customer contact centers across the globe. It manages businesses for global Fortune 500 leaders. ? WORK PROFILE:- CONVERGYS INDIA SERVICES- CUSTOMER CARE OFFICER o As associated with DIRECTV Process which included Customer Service. o Being a part of a target-oriented team in DIRECTV, gave an edge over learning experience and valuable insights in areas such as process training, process stabilization, meeting compliance. o To work as an effective team player and participating in all activities relating to the team. o Maintaining healthy competition among teams across the floor and trying to excel in all areas possible. o Maintaining high levels of productivity standards on parameters as APT, productive hours break adherence etc. ACHIEVEMENTS AT Convergys India services (DIRECTV): ? Nominated as the best quality performer ? 100% quality performer in the last quarter in DirecTV ? Appreciated by managers and team leaders for outstanding performance by the managers of DirecTV PREVIOUS: - GEO CONNECT LTD- CUSTOMER SERVICE EXECUTIVE ? WORK PROFILE: - o To work as an effective team player and participating in all activities relating to the team. o Maintaining healthy competition among teams across the floor and trying to excel in all areas possible. o In team quality, process trainer and coaching consultant. o Maintaining high levels of productivity standards on parameters as APT, productive hours break adherence etc. PREVIOUS: - THE INTERCONTINENTAL PARKROYAL HOTEL - BUSINESS CENTRE SUPERVISOR ? WORK PROFILE: - o Taking FITs, Group reservations and updating the system accordingly o Maintaining healthy professional relationship with corporate accounts and travel agents o Assistance provided to Reservations Manager for Month End Reports. o Actively involved in setup and functioning of reservation for aesthetic work environment. ACHIEVEMENTS AT INTERCONTINENTAL PARKROYAL: ? Appreciation by General Manager for enrolling maximum number of guest to Priority Club (reward program) ? Appreciation letter (twice) from General Manager for excellent services provided to the guests. OTHER ACHIEVEMENTS: ? Gold Medalist for painting (Shankar’s International-1991) ? (Gold and Silver) Athlete Medalist Leisure Activities: - ? Painting, Listening music and Watching Cricket PROFESSIONAL QUALIFICATION Professional Qualification Secretarial Practice YWCA, New Delhi Advanced Diploma in Software Technology ACL Uptron, New Delhi On Job Training Wilco Shipment Tours and Travels Ltd