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Anup CV Manager

Anup Shukla is a Senior Manager at Genpact with over 10 years of experience in customer experience, digital transformation, and RPA project management. He has led several successful RPA and digital transformation projects. Currently, he is responsible for customer success, business development, and end-to-end delivery of RPA projects. Previously, he established the first customer experience center at HCL and led digital and customer experience initiatives at Genpact and Carzonrent.

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Yashpal Singh
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192 views3 pages

Anup CV Manager

Anup Shukla is a Senior Manager at Genpact with over 10 years of experience in customer experience, digital transformation, and RPA project management. He has led several successful RPA and digital transformation projects. Currently, he is responsible for customer success, business development, and end-to-end delivery of RPA projects. Previously, he established the first customer experience center at HCL and led digital and customer experience initiatives at Genpact and Carzonrent.

Uploaded by

Yashpal Singh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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LinkedIn profile: https://www.linkedin.

com/in/anup-shukla-mba-cspo%C2%AE-google-dig-marketer-09695513/
(M) 8585969914, Email: [email protected], [email protected]

ANUP SHUKLA
(MBA MARKETING & IT IIT ROORKEE , B.TECH CSE, PMP,CSPO, UI PATH & AA CERTIFIED)

CURRENT JOB

Genpact India Pvt. Ltd, Senior Manager, ( Jun 2016- Till date)

Current Role Senior Manager RPA, Customer Success & Lean Digital Transformation
( Jun 2018- Till Date)
● Working in a client facing transformational projects of RPA as a Business Analyst for RPA implementation
● Responsible for customer success, business case development, requirement collection from clients and end to end
execution of projects.
● Leading assessment , solution design, timelines, execution & UAT of RPA projects for S2P processes
● Leading first ever RPA Hackathon for global regions and crowdsourcing and implementing winning ideas
● Project Management and execution of end to end process automation for finance and supply chain projects for clients
across different industries.
● Developing Customer relationships and promoting retention and loyalty.
● Calculating periodic health of key accounts and owning the customer advocacy framework for key accounts
● Managing the customer onboarding, renewals and upsell campaigns with account managers for the RPA team.
● Conducting periodic health checks on overall customer engagement and measurement of customer satisfaction and
feedback

Previous Role Senior Manager Digital & Strategic Customer Experience


( Jun 2016- Jun 2018)
● Strategized and project managed implementation of digital tools, custom applications and robotics to achieve world
class Client Experience.
● Mapping end to end customer journey and doing the research around client experience through various touchpoints
● Research work using primary and secondary research to improve the customer experience of Client Visits
● Defining, executing and governing VOC, Customer advocacy, and other CX measurement improvements for Global
Customer touch points
● Creating Agile user stories for different digital tools to be used in customer journey during visits and improving digital
solutions.
● Business Product Owner/ Project Manager for custom application in SFDC for Client Visits and responsible for overall
delivery.
● Awarded for managing marketing automation projects in Robohead, Contently, SFDC, SharePoint and Guidebook
Platform.
● PMO for revamping the existing customer experience centers center and planning new ones for Genpact in
engagement with various agencies and creative and technology partners.
● Establishing end to end gold standard processes and SOPs globally around customer visits.
● PMO for digital projects with Corporate Communication and HR teams for client and employee facing digital tools.
● Conceptualized and product managed digital games and mobile apps for Genpact employees re-brand in 2017
● Global SPOC for Genpact branding for all customer visits, videos, digital assets and facilities.

Previous Jobs

CARZONRENT India Pvt. Ltd. Manager Customer Experience, Success & Product Marketing
( Mar 2015- Jun 2016)
● Product manager & PAN India Project Manager for COR Driver- driver application for car rental services.
● Product Manager and Customer success Manager for COR Ride application for corporate and retail consumers
● Identification of experiential challenges and strategic resolution to enhance Customer Experience for Easy Cabs/
Chauffeur Drive car rental segment.
LinkedIn profile: https://www.linkedin.com/in/anup-shukla-mba-cspo%C2%AE-google-dig-marketer-09695513/
(M) 8585969914, Email: [email protected], [email protected]

● Product managing the car rental offerings for retail vertical.


● Creating Customer journey maps around the riders/ customers touch point
● Driving overall experience of service delivery to desired future state
● Project Managing and owning online and mass media Marketing initiatives.
● Evaluation and recommendation of CX solutions for IT by organizations like Oracle, CRM IT.
● Program managing standardization of processes and experience across channels including call center and online.
● Strategic revamp and process improvements in Easy Cabs operations.

HCL TECHNOLOGIES Program Manager Customer Experience Center/ Partner Branding


(May 2013- Mar 2015)
● Project manager for the biggest ever CX transformational initiative of setting up a Corporate Customer Experience
Center for HCL.
● Responsible for End to end execution including business case, budgeting and project managing CEC
● Engaging with multiple Vendors and creative agencies to finalize the concept and road-map of CEC.
● Engaging with multiple Stakeholders and practices to finalize the content of Customer Experience Center.
● Story boarding the entire business content and POVs for showcasing in CEC.
● Visiting overseas (UK and Qatar) for working in close coordination with creative agencies related to CEC project.
● Working with Partner brands partners like Microsoft, CISCO, EMC, CA technologies, SAP and Oracle.
● Communicating value to Clients/ Business through Co-Branding events across geographies.

INFOSYS TECHNOLOGIES LTD, Senior Associate Consultant (Consulting & SI Marketing)


(June 2010- Apr 2013)

▪ Marketing & Brand Management for the $3 Bn “Consulting & Systems Integration” (C&SI) unit for Manufacturing Vertical
comprising Management Consulting, SAP, CRM, Oracle, Supply Chain, BPM, SFDC practices:

1. Brand Management – Plan and execute integrated marketing for Infosys C&SI unit by
● Promoting services and solutions via thought leadership and blogs in reputed journals like Forbes, SAP Insider etc.
● Building positioning messages for clients and partners via website and collaterals like white papers, flyers, PoVs,
webinars
● Lead generation via social media marketing and tracking brand performance in social media by website traffic
analysis, content upgrade.

2. Events – POC for SAPPHIRE NOW (2011, 2012); Social Media Marketing Lead for Oracle Open World 2012.

Software Engineer for Indian Railways July 2007 – Oct 2008 CRIS
(Centre for Railway Information System),

● Team Member of SAP implementation team for Manufacturing units of India Railways with multiple turnkey projects
(Preparation of RFP document) of Indian Railways involving SAP Solutions.
● Business blueprint mapping and process improvement of Manufacturing institutions along with teams of various
companies/vendors like Capgemini, Infosys & L& T.

Professional Certifications

Certified Scrum product Owner ( CSPO by Scrum Alliance- 2018 )


Google Digital Unlocked ( Digital Marketing Certification by Google- 2018)
PMP Certification ( Training complete | Certification completion by Apr’19)
RPA certifications ( Automation Anywhere and UI Path Business Analyst certifications)
Green Belt ( Quality Certification )
LinkedIn profile: https://www.linkedin.com/in/anup-shukla-mba-cspo%C2%AE-google-dig-marketer-09695513/
(M) 8585969914, Email: [email protected], [email protected]

EDUCATIONAL CREDENTIALS

Department of Management Studies, IIT Roorkee May 2010

MBA (Marketing, IT)


CGPA: 6.81

Guru Premsukh Memorial College of Engineering, Delhi, G.G.S. Indraprastha University, Delhi

Bachelor of Technology (Computer Science & Engineering) Aug 2006


CGPA /Percentage: 66.21

PRO F E S S I O N A L / A C A D E M I C A C H I E V E M E N T S
● Lead the first ever Customer Experience Center for HCL Technologies.
● Won First prize in case study competition at E Summit at IIT R, about revamping of a dying FMCG brand.
● Awarded gold Medal for Scoring Highest Marks In Science and school topper in Class Xth.
● Received scholarship from school throughout high school.

PERSONAL PROFILE
● Blogging on LinkedIn for Customer Experience and Product Management.
● A high energy enthusiast capable of leading and inspiring peer group.
● Out of Box Thinking with a creative bent of mind.
● Strong writing and communication & Analytical Skills and a very good listener.
● Highly skilled in digital project management and capable to deliver on diverse technology platforms.

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