Shalini Chauhan
Faridabad
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Associate Team Lead – Operations
OnGrid
Gurugram
07.2025 - 03.2026
- Reduced process turnaround time (TAT) while maintaining adherence to SLAs and SOPs, enhancing service delivery.
- Monitored key performance indicators (KPIs) and managed end-to-end operational delivery to maintain quality standards and meet timelines.
- Identified operational bottlenecks and implemented targeted solutions, resulting in improved overall client experience.
- Collaborated with internal teams to streamline verification workflows, significantly enhancing efficiency and reducing delays.
- Delivered training sessions for junior associates, increasing team productivity and promoting effective knowledge sharing.
- Developed work management trackers and dashboards that clarified team roles, improving project tracking and ensuring timely completion.
- Handy Online Business Solutions Private Limited
Associate Team Lead – Operations
OnGrid
Gurugram
01.2023 - 11.2023
- Improved operational processes and work management practices, increasing efficiency and effectiveness.
- Implementation of new processes to increase productivity.
- Updated and optimized refresher materials, enhancing output completion rates and improving team performance.
- Implemented multiple verification methods (UAN, EPFO checks, Form 16, and bank statement analysis), improving accuracy and ensuring reliable verification outcomes.
- Built and maintained strong relationships with verification source contacts, ensuring smoother coordination and faster resolutions.
- Acted as a single point of contact for client queries, escalations and services.
- Supported Handy Online Business Solutions, contributing to client satisfaction.
Senior Analyst – Operations
OnGrid
Gurugram
02.2022 - 01.2023
- Achieved timely turnaround times for checks across all categories, enhancing client satisfaction.
- Cultivated relationships leading to successful verifications and timely project completions.
- Executed weekly bulk checks, maximizing output and supporting operational efficiency.
- Provided training for employees and new hires on process changes.
- Conducted comprehensive employment verification checks ensuring compliance and accuracy to meet client expectations.
- Responded to escalations from clients and implemented a corrective action plan to follow the SOP.
- Handy Online Business Solutions Private Limited
Associate – Client Service (Account Management)
Authbridge Research Services Pvt. Ltd.
Gurugram
09.2021 - 12.2021
- Managed client escalations, ensuring timely resolutions within SLA timelines.
- Streamlined client support using helpdesk software, improved operational efficiency.
- Monitored TAT sheets and tracked performance improvements.
- Developed and maintained performance dashboards to monitor KPIs and drive SLA improvement initiatives, enabling accurate reporting and better decision-making.
- Gurgaon
Associate – Operations
Authbridge Research Services Pvt. Ltd.
Gurugram
02.2019 - 04.2021
- Delivered high-quality screening closures for top clients (Accenture, Cognizant, HCL).
- Compiled research reports ensuring accuracy for organizations and institutions.
- Standardized screening processes to meet quality benchmarks and SLA/TAT requirements.
- Conducted end-to-end employment verification checks, ensuring high accuracy, compliance, and alignment with client expectations.
- Handled client escalations proactively, developing and executing corrective action plans to maintain adherence to SOPs and service standards.
- Gurgaon
Education
Master of Business Administration (MBA) - Marketing & Finance
Guru Gobind Singh Indraprastha University
New Delhi05-2018
Bachelor of Business Administration (BBA) - General
Guru Gobind Singh Indraprastha University
New Delhi05-2015
Skills
- Microsoft Office Suite
- Advance Excel
- Escalation Management
- Performance tracking
- Client onboarding
- Workflow management
- Verification methods
- Operations management
Accomplishments
- Secured a position among the top 2 students in both BBA and MBA programs at Guru Gobind Singh Indraprastha University.
- Awarded 'Best Performer – Star of the Quarter' at OnGrid and AuthBridge for consistently delivering high-quality outcomes and driving operational excellence.
Certification
Microsoft adExcel 2013 Certification
Timeline
Associate Team Lead – Operations
OnGrid
07.2025 - 03.2026
Associate Team Lead – Operations
OnGrid
01.2023 - 11.2023
Senior Analyst – Operations
OnGrid
02.2022 - 01.2023
Associate – Client Service (Account Management)
Authbridge Research Services Pvt. Ltd.
09.2021 - 12.2021
Associate – Operations
Authbridge Research Services Pvt. Ltd.
02.2019 - 04.2021
Master of Business Administration (MBA) - Marketing & Finance
Guru Gobind Singh Indraprastha University
Bachelor of Business Administration (BBA) - General
Guru Gobind Singh Indraprastha University