Summary
Overview
Work History
Education
Skills
Timeline
Intern
Shreya Paliwal

Shreya Paliwal

Assistant Manager
Pune

Summary

A Dynamic Professional with over 6+ years of experience into Operations, Process Management Team Management and Client servicing. With expertise spanning various industries such as e-commerce, Insurance, Telecom, utilities, and Technical support, I have gained valuable experience in diverse sectors. .Encouraging Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. •

Overview

7
7
years of professional experience

Work History

Assistant Manager

WNS
11.2022 - Current
  • Responsible for end to end delivery of process and meeting client given targets.
  • Preparing Presentations and representing to client for review on weekly, monthly and quarterly basis for showcasing performance trends on SOW agreed KPIs with filtration of RCA & POA of the specific KPIs which needs to be met.
  • One-to-One session with associates to know about daily challenges and support required
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
  • Supervising and controlling routine operational activities.
  • Implementing short/long-term plans for achieving process KPIs.
  • Ensuring all escalations gets closed within specified time. Analysis of FCR (first call resolution)and repeat Data

Team Leader Operations

Tech Mahindra Ltd
02.2022 - 11.2022
  • Worked closely with Client since ramp up and coordinated in smooth transitioning of employees with internal Teams.
  • Supervised 4 teams across various lines of business (LOB),Oversaw communication channels such as chat, email, voice, and video call support .
  • Managed a team of 35+ employees, including subject matter experts (SMEs).
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
  • preparing Presentations and representing to client for review on weekly, monthly and quarterly basis for showcasing performance trends on SOW agreed KPIs with filtration of RCA & POA of the specific KPIs which needs to be met.
  • Responsible for Service Level, C-Sat ,NPS , Process KPIs.

Team Leader Operations

Reliance SMSL Limited
03.2021 - 02.2022
  • Recruited, trained and supervised a team of staff members to ensure successful operations
  • Conducted regular reviews of operations and identified areas for improvement.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Generate monthly performance reports for team and rank them as per stack parameters.
  • Involved in employee appraisal analysis.
  • Operational Management: Managing the floor, adherence to schedule.

Team Leader Operations

Tech Mahindra Ltd
09.2017 - 03.2021
  • Preparing and conducting Pre-shift briefings for entire floor.
  • Responsible for Service Level, C-Sat ,NPS , Attrition Process KPIs.
  • Handle OJT batches to bridge gap between training and operations.
  • Presented Process review in Monthly Business Review with client.
  • Ensuring all escalations gets closed within specified time. Analysis of FCR (first call resolution)and repeat call Data .
  • Weekly meeting with Team members & SME 'S CSR to discuss their achievements & mutually drawing plan to improve the weakness.
  • Handling escalated customers grievances and troubleshooting after coordination with concern departments.

Education

BCA -

Prestige Institute of Management
04.2001 -

Skills

  • Skilled in utilizing tools like Sales force, Workday, SaaS, and HCM

    • undefined

    Timeline

    Assistant Manager

    WNS
    11.2022 - Current

    Team Leader Operations

    Tech Mahindra Ltd
    02.2022 - 11.2022

    Team Leader Operations

    Reliance SMSL Limited
    03.2021 - 02.2022

    Team Leader Operations

    Tech Mahindra Ltd
    09.2017 - 03.2021

    BCA -

    Prestige Institute of Management
    04.2001 -

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