# Summu Shukla

Summu Shukla is a remote worker on Himalayas, Associate at HCLTech, based in India.

Source: https://himalayas.app/@summushukla

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 140k+ INR |
| Job categories | Data Analyst, QA Analyst, Incident Manager |
| Skills | Data Analysis, Operational Reporting, Incident Management, Quality Assurance, Process Improvement, Service Operations, SLA Compliance, Content Moderation, Genesys, ServiceNow, Google Sheets, Excel, C, Python, Android |

## About

```text
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

### Associate (current)

[HCLTech](https://himalayas.app/companies/hcltech). May 2025 - Present

```text
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.
```

Skills: Genesys, Workforce-Management, Call-Routing, Queue-Monitoring, Incident-resolution, Customer-Support

### Senior Executive

[Startek](https://himalayas.app/companies/startek). Aug 2024 - Apr 2025

```text
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.
```

Skills: Social-Media-Moderation, Policy-Compliance, Content-Review, Escalation-Management, Live-Chat, Email-Support

### Analyst

[Globallogic](https://himalayas.app/companies/globallogic). Jul 2022 - May 2024

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

Skills: ServiceNow, Incident-Management, Stakeholder-Engagement, Operational-Reporting, Process-Improvement

## Education

### SHUATS

Bachelor of Technology, Computer Science and Engineering. 2016 - 2020. Grade: 60%

```text
Pursued a Bachelor of Technology in Computer Science and Engineering from SHUATS, graduating in 2020.
```

### Softpro India Pvt Ltd

Industrial Training, Android. 2018 - 2018

```text
Completed industrial training on Android at Softpro India Pvt Ltd in 2018.
```

### St. Anthony's Convent Girls IC

Intermediate, Intermediate. Grade: 69%

```text
Completed intermediate studies at St. Anthony's Convent Girls IC with 69% marks.
```

### Softpro India Pvt Ltd

Summer Internship, Python. 2019 - 2019

```text
Completed a summer internship on Python at Softpro India Pvt Ltd in 2019.
```

### St. Anthony's Convent Girls IC

High School, High School. Grade: 77%

```text
Completed high school at St. Anthony's Convent Girls IC with 77% marks.
```

## Tech stack

- Python
- C
- Google Sheets
- Microsoft Excel
- Genesys
- ServiceNow
- Android

To contact Summu, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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