Shweta Kajla
New Delhi,DL
Summary
Experienced professional with 17 years in vendor management, operations, and business analysis. Led teams to streamline processes, fortify risk management, and boost efficiency. Proficient in requirements elicitation, stakeholder management, and solution design, delivering insights aligned with organizational goals.
Skilled in dissecting complex data for optimization. Results-driven leader committed to continuous improvement and strategic growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager - Customer Success
BrightMoney Pvt. Ltd.
02.2023 - Current
- Currently, 100+ FTEs report with different roles and responsibilities.
- Managing all avenues of customer interactions, including social media, reviews, and ratings. Handling all regulatory & non-regulatory complaints for Bright Money.
- Lead customer success resolutions in the Bright Product Operations function.
- Define key processes, metrics and product performance dashboards from customer perspectives
- Conduct top down analysis from product data (including user transaction data, web analytics, and statistics) and high level trend monitoring.
- Review product improvement ideas escalated by Ops and design relevant enhancements.
- Interface with the customer support team to solve product and technical issues and incorporate them into the product plan.
- Train internal departments on new product features and provide support to customers via Operations and Customer Success teams/
- Liaise with Engineering team to design product specs and implement product improvement solutions and relevant infrastructure build
- Drive quality concepts and metrics in user experience to improve business + product decisions
Assistant Manager
Zomato Media Private
11.2016 - 02.2023
- Formulated strategies for improving operational metrics such as FRT (first response time) and CSAT. Reduced the average daily FRT from xx minutes to under xx minutes (91%↓) and increased the team CSAT from an average of 22%↑.
- Designed, managed, and executed the customer engagement strategy for Zomato Market Support, which entailed creating a brand voice, tone, and SLAs.
- Built the training, knowledge management, and quality vertical for the operation.
- Developed a balanced scorecard for 10 TL's and 200 associates that focused on meeting the collective targets of the process and the individual KRA's of the TL's and associates.
- Managed the hiring for TL's and associates, which required the creation of evaluation modules that gauged customer centricity and brand cohesion.
- Create reports on a weekly/monthly basis to understand the high-quality metrics being followed.
Sr. Team Leader
Jabong.com
06.2012 - 11.2016
- Forecasted, analyzed, and published reports to business heads regarding action plans to improve metric scores through data-driven solutions.
- Identified the hiring needs and ensured channeled hiring as per process requirements.
- Assisting the team with the online concerns raised by the customer and helping them to resolve them at the earliest.
- Responsible for Scheduling training needs as per the TNA analysis.
- Create reports on a weekly/monthly basis to understand the high-quality metrics being followed
Education
Delhi University, Delhi
New Delhi, India2001
Skills
- Strong gap analysis strategy and conflict resolution
- Strong observation skills and proficiency in operations, analysis, and training skills, especially with vendor sites
- Established various transitions with multiple sites to ensure smooth training, quality, and operations challenges
- Specialized skills set in vendor management, retail banking collections, and customer service
- Performance Evaluations and problem solving aptitude
Certification
- Certified Lean and Operations Management from IIM Rohtak (2022-24)
- Skilled and certified in the Train the Trainer program.
- Certified communication and soft skills training.
- Process improvement projects certification.
Timeline
Manager - Customer Success
BrightMoney Pvt. Ltd.
02.2023 - Current
Assistant Manager
Zomato Media Private
11.2016 - 02.2023
Sr. Team Leader
Jabong.com
06.2012 - 11.2016
Delhi University, Delhi
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