Shruti Singh
Project Leader
Ahmedabad,GJ
Summary
Highly experienced Project Leader and Senior Customer Service Representative with extensive expertise in project management, client relations, and cross-functional team coordination across global time zones. Proven track record of delivering high-quality solutions by managing large datasets (4M+ records), optimizing processes, and meeting critical project KPIs. Skilled in data analysis using Excel, PowerBI, SQL, and Python, and adept at creating comprehensive dashboards and KPI reports for stakeholders and senior management. Strong background in client handling, vendor management, risk assessment, and conflict resolution, with a focus on driving customer satisfaction and ensuring timely project completion. Recognized for high performance with awards such as Star Performer and maintaining a 98% accuracy rate. Certified in Data Science and SQL, with a commitment to continuous learning and professional growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Project Leader
Hitech Digital Solutions
Ahmedabad
04.2024 - Current
- Star Performer Awardee
- Develop and implement project plans to ensure timely completion and budget adherence, managing key metrics such as revenue, OB, invoicing, and billing.
- Oversee Client Management, Vendor Management, Quality Assurance, Business Analysis, and Project & Team Management.
- Manage daily solution delivery for client requirements, ensuring compliance with System Soft Technologies’ standards and Statement of Work (SOW).
- Facilitate and lead meetings to monitor solution progress, manage conflicts, and oversee data modeling.
- Connect with clients in the USA, Hong Kong, and UK.
- Lead kickoff meetings and brainstorming sessions for projects.
- Oversee product planning and execution throughout the Product Lifecycle, including requirement gathering and prioritization, ensuring a high Customer Satisfaction Index.
- Proactively identify risks and implement effective mitigation strategies.
- Create various dashboards for stakeholder clients and senior management.
- Develop KPI reports, an External Training Calendar, and a Comprehensive Project Planning Dashboard for yearly visibility.
- Maintain a 98% accuracy rate by delivering high-quality outputs.
Senior Customer Service Representative
Hitech Digital Solutions
India
04.2021 - Current
- Collaborated with clients to deliver tailored solutions, fostering strong relationships.
- Trained new team members on product knowledge, tools, and best practices.
- Developed conflict resolution skills to maintain team harmony in fast-paced settings.
- Handled large datasets (4M+ records) using Excel, PowerBI, SQL, and Python for analysis, visualization, and automation.
- Coordinated cross-functional teams across time zones (Hong Kong & USA) to ensure smooth project delivery.
- Awarded the Star Performer Award.
- Generated MIS reports and visualized various production details for process improvement
Data Management Specialist | Database Management | Process Optimization
Hitech Digital Solutions
India
04.2018 - 04.2021
- Proficient in organizing, filtering, and merging personal databases of up to 200K records for targeted marketing campaigns.
- Skilled in utilizing data analysis to troubleshoot, optimize processes, and enhance production efficiency.
- Experienced with productivity-boosting software tools such as MS Excel, Acrobat Reader, PowerBI, Google Sheets , etc.
- Excellent at coordinating and communicating with teams in Hong Kong and the USA to ensure seamless operations.
- Specialized in preparing databases to comply with postal regulations, streamlining mail processing.
- Proficient at managing and prioritizing orders across different time zones in dynamic work environments.
Efficient Office Operations | Client Success Specialist | Online Business Expert
TopNotch Agencies
India
01.2017 - 04.2018
- Spearheaded seamless end-to-end business operations, both on-site and remotely.
- Drove online growth through innovative strategies and digital platform optimization.
- Resolved inquiries promptly, delivering exceptional service and nurturing relationships.
- Proactively enhanced client satisfaction, driving repeat business and referrals.
- Collaborated cross-functionally to streamline processes and achieve operational excellence.
- Demonstrated strong problem-solving skills and attention to detail.
Service Recovery | TAT Management Expert | Customer Delight Advocate
Vodafone India Services Pvt. Ltd
India
12.2014 - 01.2017
- Proactively managed and ensured timely closure of service requests, exceeding customer expectations within defined TAT.
- Demonstrated commitment to exceptional customer satisfaction, consistently resolving requests within 4 hours of TAT.
- Achieved remarkable results by increasing daily closure of service requests within 4 hours, enhancing customer delight.
- Acted as a strong customer advocate, communicating concerns for prompt resolution by the circle team.
- Demonstrated keen attention to detail and efficiency, optimizing processes to maximize satisfaction.
Dynamic Marketing Leadership | Customer Resolution Specialist
Appco Group India
India
07.2011 - 07.2012
- Led and inspired a high-performing marketing team, achieving success in the Ahmedabad region.
- Successfully resolved customer complaints, ensuring satisfaction and fostering loyalty.
- Implemented innovative marketing strategies to drive brand awareness and meet targets.
- Collaborated cross-functionally with sales, operations, and management to optimize marketing initiatives.
Education
Bachelor of Commerce - BCom - Commerce
St. Andrew's P.G. College
07.2011
PGDHRM - Human Resources Management
Gujarat University
04.2012
Skills
- Project Management
- Stakeholder Engagement
- Risk Assessment
- Budget Management
- Team Leadership
- Data review and analysis
- Jira
- Cross-Functional Collaboration
- Time Management
- Resource Allocation
- Process Improvement
- Performance Metrics
- Project Lifecycle
- Change Management
- Quality Assurance
- Communication Skills
- Problem Solving
- Negotiation Skills
- Scheduling
- Training and Development
Certification
- Data Science, Fly The Nest, Ahemedabad
- SQL, URBAN PRO, 10/2022, 11/2022
- DBMS, St. Andrew's P.G. College
Languages
English
Proficient
C2
Hindi
Proficient
C2
Gujarati
Advanced
C1
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkTimeline
Project Leader
Hitech Digital Solutions
04.2024 - Current
Senior Customer Service Representative
Hitech Digital Solutions
04.2021 - Current
Data Management Specialist | Database Management | Process Optimization
Hitech Digital Solutions
04.2018 - 04.2021
Efficient Office Operations | Client Success Specialist | Online Business Expert
TopNotch Agencies
01.2017 - 04.2018
Service Recovery | TAT Management Expert | Customer Delight Advocate
Vodafone India Services Pvt. Ltd
12.2014 - 01.2017
Dynamic Marketing Leadership | Customer Resolution Specialist
Appco Group India
07.2011 - 07.2012
Bachelor of Commerce - BCom - Commerce
St. Andrew's P.G. College
PGDHRM - Human Resources Management
Gujarat University
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