Akshita Shetty
Process Lead
Summary
Results-driven and highly organized Process Lead with 07 years of experience overseeing and optimizing daily operations in organizational functions.. Proven expertise in streamlining workflows, driving continuous process improvements, and leading cross-functional teams to achieve operational excellence. Adept at managing end-to-end processes, ensuring adherence to quality standards, and meeting key performance indicators (KPIs). Strong leadership skills with a track record of training, mentoring, and motivating teams to exceed targets. Excellent communicator with a collaborative approach to managing relationships with internal and external stakeholders and clients.
Overview
2025
2025
years of professional experience
5
5
Languages
Work History
Process Lead – GPC CER Operations Food
Bureau Veritas Industrial Services (India) Pvt. Ltd
9 2019 - 11.2024
- Manage daily operations of MSC ASC COC and IFS processes to ensure seamless workflow and timely delivery of services.
- Develop and maintain standard operating procedures (SOPs) and checklists, ensuring compliance with the latest guidelines and regulatory standards.
- Prepare and deliver comprehensive weekly reports to provide a clear overview of operational performance and process efficiency.
- Conduct quality assurance reviews of process to ensure strict adherence to defined parameters and systems, in alignment with established guidelines.
- Managed weekly meetings with stakeholders, including country offices, sales teams, and International Competency Center (ICC) managers, to align on client requirements and operational goals.
- Proactively identify risks within the operational process and collaborate with local offices to develop and implement effective mitigation strategies.
- Monitor end-to-end process performance for MSC ASC COC and escalate delayed tasks to local offices and key stakeholders to maintain departmental KPIs.
- Prepare bi-monthly performance reports for country offices and the International Competency Center, providing insights into operational status and improvement areas.
- Manage witness audit monitoring, auditor qualification tracking, and the monthly recertification process for clients, ensuring timely scheduling and quality checks for all tasks.
- Mentored and Trained team members, providing guidance on best practices and contributing to their professional development.
- Identified opportunities for continuous improvement through data analysis and process evaluation.
- Enhanced employee engagement by organizing regular training sessions and promoting a culture of learning within the team.
Senior Executive
Reliance Retail Ltd
09.2017 - 09.2019
- Managed inbound customer calls, logging and raising tickets in response to customer complaints and service requests.
- Raised service request number on SAP CRM for product demos, repairs, and installations based on customer requests, ensuring high-quality service and customer satisfaction.
- Coordinated with service centers to track and ensure timely delivery of services to customers, maintaining service standards.
- Trained and onboarded new team members, providing guidance on daily tasks, processes, and best practices.
- Handled email escalations, following up with Service Managers to ensure prompt resolution and customer satisfaction.
Education
MBA - Operations Management
Welingkar Institute of Management
Mumbai, India 04.2001 -
Bachelor of Commerce -
Mangalore University
Mangalore, India 04.2001 -
Skills
Process Management & Optimization
Leadership & Team Management
Operational Strategy & Planning
Adaptability
Excellent communication
Time management
Quality Assurance & Compliance
Communication & Stakeholder Management
Time Management & Multitasking
Strategic Planning & Forecasting
Customer Service Excellence
Accomplishments
- Cleared Foundation Group in Company Secretary ICSI Board.
- Award for Outstanding Adherence in Reliance Retail Ltd.
- Star performer award in Bureau Veritas Industrial Services (India) Pvt Ltd for Q2 2021.
- Special Award in Bureau Veritas Industrial Services (India) Pvt Ltd in 2021.
- Star performer award in Bureau Veritas Industrial Services (India) Pvt Ltd for Q3 2022.
- Outstanding Performer Award in Bureau Veritas Industrial Services (India) Pvt Ltd for Q1 2023.
Timeline
Senior Executive
Reliance Retail Ltd
09.2017 - 09.2019
MBA - Operations Management
Welingkar Institute of Management
04.2001 -
Bachelor of Commerce -
Mangalore University
04.2001 -
Process Lead – GPC CER Operations Food
Bureau Veritas Industrial Services (India) Pvt. Ltd
9 2019 - 11.2024
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