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Summu Shukla

@summushukla

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Operations analyst at HCLTech supporting Genesys customer service operations and incident resolution.

India

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At HCLTech, I support customer service operations using Genesys, monitoring call flows, routing issues, and platform incidents to help maintain service levels.

Previously, as an Analyst at Globallogic, I used ServiceNow to track incidents and document resolutions, while providing analytical support for operational reporting and business process improvements. At Startek, I reviewed social media content for policy compliance and handled user queries and escalations.

Experience

Work history, roles, and key accomplishments

Current

Associate

Current

HCLTech

May 2025 - Present (1 year 4 months)

Worked extensively with Genesys platforms to support customer service operations, workforce management, call routing, queue monitoring, and service performance optimization. Collaborated with operations and support teams to identify service disruptions and resolve operational issues.

Genesys Workforce Management Call Routing Queue Monitoring Incident resolution Customer Support

Senior Executive

Startek

Aug 2024 - Apr 2025 (8 months)

Monitored and reviewed social media content to ensure compliance with platform-specific policies and community standards. Managed user queries and escalations through chat and email channels with professionalism and empathy.

Social Media Moderation Policy Compliance Content Review Escalation Management Live Chat Email Support

Analyst

Globallogic

Jul 2022 - May 2024 (1 year 10 months)

Ensured customer-focused service delivery through proactive issue management and stakeholder engagement. Provided analytical support for business process improvements and operational reporting activities.

ServiceNow Incident Management Stakeholder Engagement Operational Reporting Process Improvement