Shruti Mishra
Indore
Summary
Highly customer focused with excellent interpersonal relationships and communications. High-achieving management professional possessing excellent communication, organizational, and analytical capabilities. Devises innovative solutions to resolve business and technology challenges. Eager to advance business goals through careful team management.
Project Manager versed in all aspects of project and personnel management. Results-oriented and high-energy professional with talent for leading by example and inspiring peak performance. Dedicated to fostering strong effective team relationships.
Overview
7
7
years of professional experience
Work History
Project Manager
Webvillee Technology Pvt Ltd
Indore
08.2019 - Current
- Drove continuous improvement of project delivery process by providing strong leadership.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Created and implemented processes to ensure successful completion of projects.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Managed multiple projects with competing deadlines simultaneously.
- Identified project needs by reviewing project objectives and schedules.
- Prepared cost estimates for projects of varying sizes.
- Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
- Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.
- Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
- Developed and maintained project plans, timelines, and budgets.
- Built and established strong partnerships with teams, vendors and contractors.
- Facilitated resolution of conflicts between team members when necessary.
- Determined project staffing needs and led resource management.
- Maintained records of all documents related to each project including specifications, change orders, invoices.
- Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
- Implemented effective communication protocols between internal teams working on different aspects of a given project.
- Submitted project deliverables to clients, consistently adhering to quality standards.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Modified project plans when needed to better align with organizational objectives.
- Provided guidance to team members regarding tasks assigned to them.
- Negotiated with project stakeholders or suppliers to obtain resources or materials.
- Led meetings with internal team members, consultants and contractors.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Senior Customer Care Executive and HR Admin
Xtrim Global Solutions
Indore
11.2016 - 12.2018
- Generating Leads for Utilities Contracts of Business customer
- Bidding Business customers using live portals
- Arranging Utilities contracts for Business customers
- Mentored junior team members and managed employee relationships.
- Maintained updated knowledge through continuing education and advanced training.
- Target driven Sales environment
- Conducting Interviews and Induction for New agents.
- Created training materials for new customer care representatives.
- Assisted with the implementation of new software systems related to customer service operations.
Customer Relations Advisor
Tech Mahindra Business Services
- Responsible for interacting with customer and solving there technical queries for Uk’s leading Telecom company
- Maintaining the records of customer interactions and do follow ups so as to improve the services.
Customer Care Executive
EXL Service
- Third party collections of past due invoices from residential customer for UK's leading utilities service provider.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Claims Handling Specialist
Welcome Finance, UK
- Voice/ back-office - Managing a team of 4 claim handlers for an insurance eligibility process
- Ensuring Daily queues are completed within allocated TAT’s for each queue
- Liaising with upstream and downstream teams to ensure daily volumes are complete 100%
- Conducting random checks on processed claims to ensure quality targets are met
- Presiding over daily team meetings in the absence of lead manager.
Collections Agent
Welcome Finance, UK
- Inbound collections and customer service for sub-prime accounts spanning secured and unsecured loans (Products: Personal loans, debt consolidations, car loans & home improvements) Outbound – Collecting outstanding debt from retail customers for the assigned delinquent portfolio as directed by daily collections strategy
- Offering best possible solutions, conducting I&E and validating terminations whilst ensuring compliance to DPA, AJA and FSA regulations.
Customer Care Executive (Voice)
Siemens Metering Services, UK
- Inbound – Scheduling, amending and cancelling appointments booked for smart metering on behalf of British Gas and Scottish Power
- Outbound – Scheduling appointments for gas and electricity meter safety inspection for British Gas and scheduling appointments for United Utilities
Incident Manager (Voice)
EXL Service/ WNS, India
- Motor Claims management- Handling end to end existing motor claims for customers through the inbound off-shore contact centre
- Insurance claim resolution included conferencing with dealers, workshops and other internal departments
- Fraud identification and resolution.
Education
Masters in Foreign Trade -
DAVV University, Indore
12.2005
Bachelors in Commerce -
DAVV University, Indore
12.2003
Skills
- Workforce Training
- Resource Allocation
- Contract Management
- Project Development
- Project Management
- Project Tracking
- Schedule Management
- Strategic Planning
- Client Rapport
- Staff Training and Motivation
- Performance Evaluations
- Staff Management
- Processes and Procedures
- Customer Relations Specialist
- International Business
- Staff Training and Mentoring
- Staff Retention
- Quality Assurance and Control
Accomplishments
- Finished at 15th out of 240 collectors in overall collector metrics for a Bi Annual Evaluation. Awarded GBP 1500 for outstanding efforts- Cattles PLC,UK
- Led a team of 3 customer service agents for the FSCS project at Cattles PLC,UK
- Top Performer” Award, 2008
- Four-Time “Employee of the Month,” 2007 to 2009
Other Information
Day Shift Only, None, Available on request
Timeline
Project Manager
Webvillee Technology Pvt Ltd
08.2019 - Current
Senior Customer Care Executive and HR Admin
Xtrim Global Solutions
11.2016 - 12.2018
Customer Relations Advisor
Tech Mahindra Business Services
Customer Care Executive
EXL Service
Claims Handling Specialist
Welcome Finance, UK
Collections Agent
Welcome Finance, UK
Customer Care Executive (Voice)
Siemens Metering Services, UK
Incident Manager (Voice)
EXL Service/ WNS, India
Masters in Foreign Trade -
DAVV University, Indore
Bachelors in Commerce -
DAVV University, Indore
Similar Profiles
Amit RathorAmit Rathor
Senior Business Manager at Sedin Technologies Pvt LtdSenior Business Manager at Sedin Technologies Pvt Ltd
Krishnaraja GanapathyKrishnaraja Ganapathy
Application Development Manager at BNY Mellon Technology India Pvt Ltd – Pershing TechnologyApplication Development Manager at BNY Mellon Technology India Pvt Ltd – Pershing Technology
Nikhil C TNikhil C T
Business Analyst / Manual QA Tester at DXC Technology/Fidelis Technology Services Pvt LtdBusiness Analyst / Manual QA Tester at DXC Technology/Fidelis Technology Services Pvt Ltd
Pratiksha ThapaPratiksha Thapa
Specialist Talent Acquisition at AVIZVASpecialist Talent Acquisition at AVIZVA
Pranshu SoniPranshu Soni
Application Development Analyst at Accenture Solutions Pvt. Ltd.Application Development Analyst at Accenture Solutions Pvt. Ltd.