Pushpent Soni

HR Operations & L&D professional with 3+ years of experience managing SABA LMS, HR compliance, SLA-driven reporting, and cross-functional stakeholder coordination at DXC Technology. Proven record of reducing process TAT by 40%, achieving 100% SLA compliance, and earning back-to-back #1 HR Scorecard rankings in FY23 and FY24. Currently broadening operational expertise through a CX Operations role and actively seeking to return to core HR Operations, L&D, or LMS Administration where I can drive systems efficiency and people outcomes.

Executive – Customer Experience Operations at iEnergizer Pvt. Ltd. (2025-09 – Present)

• Achieved 100% quality accuracy across 125–150 daily tickets by implementing structured root cause analysis and corrective action documentation, reducing repeat escalations by an estimated 20%.
• Strengthened compliance adherence and risk management outcomes by acting as Escalation & Safety Specialist, handling sensitive policy-driven cases requiring cross-functional coordination with QA and Operations teams.
• Enhanced CRM data integrity and audit readiness by maintaining structured case documentation across Zendesk and CS Toolbox dashboards, directly supporting performance reporting cycles.
• Consistently met CSAT, productivity, and quality KPIs while processing high-volume blended support (Email, Voice, and Non-Voice).

Analyst II – HR Operations & Learning Development at DXC Technology Pvt. Ltd. (2022-07 – 2025-04)

• Reduced HR reporting errors by 15% across 20+ monthly data reports and audit summaries by automating and standardizing reporting workflows in collaboration with global teams.
• Achieved 100% SLA compliance and boosted operational efficiency by 20% by identifying process bottlenecks and redesigning workflow structures across the Asia HR region.
• Decreased LMS support queries by 25% by managing creation, update, and maintenance of 100+ training courses on SABA LMS, improving course accessibility and platform usability.
• Cut education reimbursement and No Dues turnaround time by 40% by streamlining end-to-end process flows across Asia region, directly improving employee satisfaction scores.
• Increased digital learning engagement by 20% YoY by optimizing employee learning profiles across LinkedIn Learning, EdCast, Udemy, and SABA platforms.
• Reduced manual HR workload by 50–60% by leading process automation initiatives across critical operations, significantly improving accuracy and TAT.
• Coordinated Partner Network Training (PNT) voucher distribution with SPOCs from Microsoft, AWS, VMware, and Dell, supporting employee certifications across business units.
• Generated and monitored compliance reports for Code of Conduct and POSH trainings, ensuring 100% policy adherence and audit readiness across regions.

Bachelor of Business Administration in Business Administration – Babu Banarasi Das University (BBD) (2019 – 2022)