LinkedIn profile: https://www.linkedin.

com/in/anup-shukla-mba-cspo%C2%AE-google-dig-marketer-09695513/
(M) 8585969914, Email: anupshukla@gmail.com, anupshukla@hotmail.com

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: anupshukla@gmail.com, anupshukla@hotmail.com

● 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: anupshukla@gmail.com, anupshukla@hotmail.com

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.