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shefali lukkar

@shefalilukkar

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Operations & client relations manager with 8+ years optimizing processes and strengthening customer partnerships.

India

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What I'm looking for

I’m seeking a challenging role where I can leverage 8+ years in operations and client service to drive process efficiency, build meaningful partnerships, and contribute to strategic goals—valuing initiative, collaboration, and continuous improvement.

I’m a dynamic, detail-oriented Operations & Client Relations Manager with 8+ years of hands-on experience in managing large-scale operations, training and mentoring teams, and delivering consistently high service standards.

I’ve driven measurable results in B2C environments—owning client and partner relationship management, vendor coordination, and SLA/TAT monitoring. I act as a primary point of contact for key accounts, resolve escalations swiftly, and improve operational workflows through MIS and analytical reporting.

In my recent role as a Key Account Manager, I manage long-term corporate relationships, negotiate SLAs and contract terms, and support revenue growth through upselling and cross-selling. I’m known for cross-functional collaboration and continuous improvement—building partnerships, onboarding and training partners, and ensuring compliance and quality at every step.

Experience

Work history, roles, and key accomplishments

Current

Key Account Manager

Current

Honza Rent A Car Pvt. Ltd.

Oct 2024 - Present (1 year 8 months)

Managed long-term corporate accounts as the primary point of contact, coordinating fleet and dispatch to ensure timely vehicle deployment and service quality. Negotiated client rates, contracts, and SLAs, handled escalations promptly, and drove account revenue growth through upsell and cross-sell.

Key Account Management Client Relationship Management SLA Management Contract Negotiation Revenue Growth vendor relationship management

Relationship Manager

Karevoyage, 50 Plus Wanderers Pvt. Ltd.

Sep 2019 - Dec 2021 (2 years 3 months)

Curated 100+ senior citizen-friendly tour packages and maintained a 98% satisfaction score through hands-on customer care and feedback resolution. Built partnerships with local communities and RWAs, supervised a 10-member team, and improved retention via repeat bookings.

Customer Success Partnership Development Team Leadership Retention Management Service Delivery Management

Assistant Manager

Ani Technologies Pvt. Ltd.

Jan 2017 - Aug 2019 (2 years 7 months)

Resolved 95%+ partner issues within defined SLAs and onboarded and trained 1,000+ driver partners across Delhi NCR. Introduced SOPs that boosted internal efficiency by 25%, conducted quality and compliance audits, and reduced partner grievances by 40%.

Partner Operations SLA Management Driver Onboarding Compliance Auditing SOP Development Quality Assurance

Front Office & Admin Coordinator

Ramy Security & Solutions Pvt. Ltd.

May 2015 - Apr 2016 (11 months)

Served as the first point of contact for clients and visitors, coordinating appointments and maintaining records for day-to-day administration. Assisted HR and operations with document processing and scheduling.

Appointment Scheduling Records Management HR Coordination Document Processing Administrative Support

Executive Operations & Admin

Crescenteye Technologies Pvt. Ltd.

Jan 2016 - Present (10 years 5 months)

Acted as a communication bridge between internal teams and clients and revamped internal reporting structures to improve daily workflow speed by 20%. Managed operations administration including procurement, facility coordination, and internal task tracking.

Operations & Administration Process Optimization Procurement Coordination Facility Coordination