Sonia Kumari

About Sonia Kumari

Experienced Assistant Manager in Delivery Operations at NIIT Limited with over 8+ years of progressive responsibility in vendor management, client coordination, recruitment operations, and digital onboarding processes. Adept at handling end-to-end vendor lifecycle operations including agreements, billing, and compliance through platforms like Tecknowhive and SAP. Proven expertise in managing large-scale onboarding projects for ICICI Bank and ICICI Securities, including documentation verification, offer letter management, and coordination of training and assessments. Skilled in stakeholder engagement, candidate support, team leadership, and maintaining operational efficiency through MIS reporting and timely follow-ups. Strong track record in resolving onboarding issues, monitoring interview integrity, and enhancing delivery workflows using tools like Encore Vista, Zoom, and Microsoft Office Suite.Rewards & Recognition• Awarded for “Best Team of the Quarter FY24” for putting in extra efforts in revamping and enabling of PGPRM content within the stipulated time schedule.• Awarded for “Best Team of the Quarter in FY23” for tireless efforts in ensuring timely documentation & verification compliance resulting flow of 2240 offers in Q3 (150% growth over Q2).• Awarded for “Service Excellence in FY22” for responsibility, detailing, execution excellence and coordinating various activities for single-handedly managed the process of Relationship Officers with high compliance.• Awarded for “Ace of the Quarter in the period Q3 FY22” for single handed manage the joining & documentation process of ICICI – Sales Officer learners.• Awarded for “Star of the Month in Feb’21” for single stop solution provider to all BFSI learners.• Awarded for “Swift Recognition in FY’20”.• Awarded for “Star of the Month in Oct’19” for achieving maximum walk ins.• Awarded for Swift Recognition in FY’19” for booking highest appointments.• Awarded for being one of the “Top Performer in Product Assessment in FY’18”.

Experience

1. Assistant Manager - Learning & Delivery Operations

   NIIT Limited

   Aug 2025 — Present · Gurugram, IN

   Streamlined end-to-end management of refund escalations, resolving inquiries within 48 hours & enhancing customer satisfaction by meeting Service Level Agreement (SLA) targets through effective use of ticketing software & email communication.* Resolved escalated learner concerns as the primary contact, utilizing conflict resolution techniques & data analysis tools to ensure effective closure & enhance stakeholder satisfaction* Utilized Excel, Business Intelligence tools, & Customer Relationship Management systems to analyze monthly reports on refund cases & learner grievances, identifying key trends & recurring issues that informed strategic decision-making & enhanced operational efficiency* Ensured 100% Batch Launch Compliance by managing timely batch setup, scheduling, enrolments, and learner transfers.* Orchestrated batch operations within the Learning Management System, including rescheduling & holiday planning, to enhance program delivery & participant satisfaction through effective utilization of batch scheduling & placement session coordination tools* Enhanced collaboration with technical & support teams to swiftly resolve Learning Management System & Recovery as a Service concerns, significantly reducing downtime & improving user satisfaction through effective project management software & collaboration platforms* Executed the complete vendor lifecycle process, incorporating onboarding, agreement execution, & payment processing using contract management software & vendor management platforms, which streamlined operations & ensured timely payments to vendors

Education

• Chatrapati Sahuji Maharaj Kanpur University, Kanpur

  Bachelor's degree, Business/Commerce, General

• Chatrapati Sahuji Maharaj Kanpur University, Kanpur

  Master's degree, Business/Commerce, General