Dr. SONAL SIDANA

Address: Plot no:-**, Shivraj Niketan Colony,

Vaishali Nagar, Jaipur 302021, Raj (India)

E-Mail: ac8fqh@r.postjobfree.com

Mobile: +91-979*******

Interest & Expertise in Teaching and Research Domain

Service Marketing

Human Resource Management

Training & Development

Management of Banking Services

Operations Management

Fundamentals of Business Organization

Academic Qualifications:

PhD in Management (HR) from Manipal University Jaipur in Oct, 2018.

MBA (Marketing, HR) from University of Rajasthan, Jaipur (Rajasthan) 2002-2004.

BA from University of Rajasthan, Jaipur (Rajasthan) 1998-2000.

Other Courses done:

PGDCA in Computer Science from MDU University, Rohtak 2001-2002

“O” Level from DOEACC Society 2001.

Doctoral Dissertation (precis’)

“Impact of Service Failure and Recovery on Employees’ Performance in Banking Sector”: The dissertation examined the service delivery, service failures and service recovery efforts and their impacts on employees’ performance. It is inescapable that no service failure instance occurs while providing services to the customers. But the success of a firm depends on as to how this failure situation is tackled which further depends on the capability and performance of its employees in this regard. In particular, it is very crucial for the survival of an organisation not only in terms of retention of its employees but also for continuous association of the customer with the organisation.

Research Paper Published, Conferences & Workshop Attended

Sharma S, Singh R (2017) “Service Failure Impact on Employee’s Performance in Banking Sector – Literature Review” Vidyawarta.(ISSN 2319 9318) International Multilingual Research Journal, Issue 21, Vol-01.

Sharma S, Krishna, A, Gangwar R (2016) “Employee's Perspective: Reasons of Service Failure in Banking Sector” IOSR Journal of Business and Management (IOSR-JBM) 18 (11). Ver. III, 95-98.

Krishna, A., Dangayach, G. S., & Sonal Sharma, S. (2014). “Service Recovery Paradox: The Success Parameters”. Global Business Review, 15(2), 263-277. (Scopus Indexed)

Anupam Krishna, Davis Lazarus, Sonal Sharma, G. S. Dangayach (Dec 2013) “Service Recovery System Gaps” International Journal of Sciences: Basic and Applied Research Vol. 6, No. 1, 2012

Sharma, S. (2014). "A New Paradigm: Employee Perspective in Service Process." Youth 2015: Harnessing India's Demographic Dividend (p. 8). Jaipur: Jaipuria Jaipur National Conference 2014 in association with NHRDN-Jaipur.

Sharma, S. (2014). “Customer Service Delivery Approach.” Language, Literature & Library: Disruptive Digressions & Digital Dimensions. Manipal University Jaipur International Conference in association with SADAA.

Workshop on “Personal Effectiveness Skills for the Workplace” organized by City Guids, Manipal Global and Manipal University Jaipur, Rajasthan. Dec, 2016.

Workshop on “Personality Development & Effective Communication Skills” organized by Manipal University Jaipur, Rajasthan. September, 2017.

Corporate Work Experience (14+ years)

Admission Coordinator - Manipal University Jaipur (April 2012- Till Date)

Responsibilities:

Involving in various students development programs like: Career Counselling, teaching, training, seminars, workshops, industrial visits etc.

Doing various branding, marketing & admissions activities like website updation, students counseling, education fairs, presentations in high schools and in technical institutions etc.

Notable Honors

“Best Employee Performance award” given by the President, Manipal University Jaipur in 2016

Deputy Manager (Teller Authorizer) - HDFC BANK LTD. Jaipur (Jan 2010 – April 2012)

Handling all Retail Banking Operations at Branch such as cash, clearing, FD, RD, Inward and outward remittance, DD /pay orders and transfers etc.

Monitoring of transactional alerts and observing strict compliance with KYC norms

Classification of transactions as suspicious based on and after doing investigation, studying transactional operational history of A/C with regard to profile and business transaction of customer.

Generating and submitting cash transaction report and monitoring daily CASA reports.

Generation and submission of counterfeit currency report within stipulated submission timely deadline.

Training colleagues and team members about KYC, AML and other operational issues through daily hurdle.

Ensuring high Quality Customer Service & key Customer Relationship management High net worth clients.

Contributor and ensuring Branch profitability as a Team player.

Ensure compliance with the Bank policy.

Cross selling of Investment products and opening of current and saving accounts with the support of sales team.

Assistant Manager (Retail Banking) - AXIS BANK LTD. Delhi (Oct 2005–Jan 2010)

Handling women smart privilege accounts (SBSMT) as a relationship manager.

Handling various Bank Retail branch operations such as cash, clearing, DD /pay orders and transfers etc.

Executive - HINDUSTAN TIMES LTD, Jaipur (April 2004 – Oct 2005)

Brand Development through various programs like Drawing Competitions, kids shows etc.

Promotions of School times (HT Magazine) in Schools

Established strong links with the Editorial and Marketing boards Awarded Best Event Executive in the Dec 2004.

My academic qualification & long experience in corporate sector is a perfect & suitable mix/blending of theoretical knowledge & practical experience which helps in becoming a good teacher in management science.

Date:

Place: Jaipur (Dr. Sonal Sidana)

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