Summary
Overview
Work History
Education
Skills
Personal Information
Websites
Timeline
Generic
Shikha Nishad

Shikha Nishad

Mumbai

Summary

Dynamic professional with a proven track record in the learning and development industry, excelling in proactive communication and strategic planning that significantly boosts client satisfaction and retention. Expertise in business development and staff management fosters positive relationships, enhancing overall business performance and supporting sustainable growth. A collaborative approach drives success for both clients and organizations, while strong analytical problem-solving skills contribute to effective team building and motivation. Committed to leveraging training, monitoring, and morale-building abilities to enhance employee engagement and elevate performance levels.

Overview

17
17
years of professional experience

Work History

Director of Office Operations

Information Tech Consultants Ltd-Progriz COE Pvt Ltd
09.2023 - Current
  • Directs comprehensive back-end operations for consultant onboarding, including meticulous paperwork and document verification, ensuring compliance and efficiency.
  • Orchestrates vendor and implementation partner readiness, providing all requisite documentation for seamless consultant onboarding onto new projects.
  • Manages critical background checks, including criminal and financial screenings, for new consultants to mitigate risks and ensure compliance.
  • Oversees data management and system updates within the internal information management system for accurate tracking of project lifecycles.
  • Administers and optimizes the employee payroll management system (ADP), ensuring timely and accurate compensation processing.
  • Implements and maintains a robust system for laptop tracking and asset loan forms, ensuring accountability and proper management of company assets.
  • Provides strategic oversight and leadership for the development and implementation of soft skill training plans for trainers.
  • Leads and governs multi-client operations across the UK and US, ensuring consistent service delivery and client satisfaction.
  • Defines and aligns SLA and process outlines with all key stakeholders to achieve timely project completion and operational excellence.
  • Evaluated employee performance through regular reviews, providing constructive feedback to promote professional growth.
  • Improved communication within the team through regular meetings, fostering a collaborative work environment.

Customer Success manager

IIHT-Techademy
01.2022 - 07.2023
  • Proactively managed a portfolio of 15+ key accounts, working closely with clients to understand their needs, resolve issues, and drive upsell opportunities, resulting in a 25% increase in account revenue.
  • Managed businesses in the B2B SaaS and cloud services sectors across India, APAC, UK, and US regions.
  • Conducted scheduled and frequent governance meetings with senior management to enhance Account Management efficiency.
  • Established and maintained strong long-term relationships with clients through regular visits.
  • Oversaw the delivery of Virtual Instructor-Led Training (VILT) sessions for Enterprise & Strategic Accounts/Projects.
  • Conducted regular business reviews with clients, analyzing their usage data and providing insights and recommendations to optimize their product adoption and achieve their business goals.
  • Collaborated with the product development team to gather client feedback and inform enhancements to learning solutions, resulting in a 30% improvement in user experience and overall customer satisfaction.
  • Managed escalations and effectively resolved concerns raised by clients and learners.
  • Engaged with subject matter experts (SMEs) to enhance content development efforts, including modifying existing content and creating assessments.
  • Developed and implemented customer success strategies resulting in a 20% increase in customer satisfaction and a 15% decrease in churn rate.
  • Led a cross-functional team to successfully onboard and train new customers, reducing the time to onboard by 30% and increasing customer retention by 10%.

Area manager

Edit Systems Pvt Ltd.
08.2014 - 12.2021
  • Exceeded revenue targets of 90% to 100% through strategic planning and effective execution.
  • Oversaw administrative and business development operations for multiple centers and led market activities and facilitated business growth in the Northern region and Mumbai branches.
  • Conducted comprehensive sales and operational training programs for new employees.
  • Delivered impactful presentations, organized seminars, workshops, and managed career fairs.
  • Developed and implemented training programs, continuously improving their effectiveness.
  • Provided individual counseling to over 10,000 students, addressing their unique circumstances and goals.
  • Collaborated with schools and colleges to resolve conflicting educational priorities and issues.
  • Designed customized career and education plans to meet the specific needs of students.
  • Successfully managed a team of 10 employees, overseeing their day-to-day operations and ensuring optimal performance.

Senior Counselor

NIIT Ltd
06.2011 - 01.2014
  • Successfully presented and organized a variety of seminars, events, workshops, and career fairs, cultivating an engaging and informative environment for participants.
  • Assisted clients in identifying personal strengths, building resilience, and overcoming obstacles.
  • Evaluated program outcomes using data-driven approaches informed by client feedback, staff input, and industry best practices to ensure continuous improvement of counseling services.
  • Mentored junior counselors by offering guidance on clinical practice standards, ethical considerations, and self-care strategies for maintaining work-life balance as professionals in the field of mental health counseling.

Senior Operations Executive

Religare Insurance Broking Ltd
09.2008 - 04.2011
  • Managed and supervised both back office and front office operations with exceptional efficiency and attention to detail.
  • Implemented and maintained Management Information Systems (MIS), ensuring accurate and up-to-date data tracking and analysis.
  • Resolved queries and concerns from walk-in clients, providing exceptional customer service and problem-solving skills.
  • Collaborated closely with Relationship Managers to ensure seamless coordination and communication.

Education

MBA - Marketing and Finance

Chhattisgarh Swami Vivekanad Technical University
Bhilai, India
06.2008

B.com - Commerce

Sunbeam College For Women
Varanasi, India
06.2006

Skills

  • Collaborative networking abilities
  • Skill enhancement programs
  • Content strategy development
  • Data-driven decision making
  • Analytical problem-solving
  • Effective communication
  • Collaborative strategic planning
  • Collaborative team management
  • Analytical performance review
  • Strong organizational abilities
  • User experience enhancement
  • Performance-driven
  • Organizational leadership
  • Human resources management
  • Customer-centric methodology

Personal Information

  • Date of Birth: 18th Oct 1985
  • Nationality: Indian

Websites

Timeline

Director of Office Operations

Information Tech Consultants Ltd-Progriz COE Pvt Ltd
09.2023 - Current

Customer Success manager

IIHT-Techademy
01.2022 - 07.2023

Area manager

Edit Systems Pvt Ltd.
08.2014 - 12.2021

Senior Counselor

NIIT Ltd
06.2011 - 01.2014

Senior Operations Executive

Religare Insurance Broking Ltd
09.2008 - 04.2011

MBA - Marketing and Finance

Chhattisgarh Swami Vivekanad Technical University

B.com - Commerce

Sunbeam College For Women

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Shikha Nishad