Shailee Dani
Office And Administrative Support
Indore,MP
Summary
Dynamic Subject Matter Expert with a proven track record at Tata Consultancy Services, recognized for mentoring talent and enhancing team performance. Skilled in training and strategic thinking, I consistently achieved high client satisfaction and quality standards, while developing impactful training materials that fostered a culture of continuous improvement.
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements, and stakeholder engagement procedures to align with strategic goals.
Overview
2
2
years of professional experience
1
1
Certification
2
2
Languages
Work History
Subject Matter Expert
Tata Consultancy Services
12.2025 - Current
- Mentored and onboarded junior team members, earning the 'Best Trainer' award for contributing to their professional growth.
- Enhanced team performance and accuracy by providing expert guidance on complex customer escalations and critical service initiatives.
- Recognized as 'Star of the Month' for maintaining exceptional quality standards and exceeding key performance targets consistently.
- Established best practices for knowledge sharing, fostering a culture of continuous learning, and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Achieved high levels of client satisfaction by providing expert consultations and personalized solutions.
Customer Support Specialist
Tata Consultancy Services
04.2024 - Current
- Provided timely assistance to customers via email and live chat channels, ensuring a high level of professionalism at all times.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained high performance metrics (CSAT/Resolution time) while operating in a fast-paced, 24/7 service environment.
- Utilized specialized tools and CRM systems to document and track customer inquiries for the national support team.
Education
B.COM Honours - Financial Accounting
05.2001 -
Skills
Training and mentoring
Strategic thinking
Teamwork and collaboration
Data analysis
Process improvement
Excellent communication
Decision-making
Accomplishments
- Maintained a 95% accuracy rate in data processing while handling a 20% increase n volume during peak quarters.
Certification
Subject Matter Expert Certification
Timeline
Subject Matter Expert Certification
03-2026
Subject Matter Expert - Tata Consultancy Services
12.2025 - Current
Customer Support Specialist - Tata Consultancy Services
04.2024 - Current
Gujarati Innovative of Commerce And Science - B.COM Honours, Financial Accounting
05.2001 -