Shweta Kumari
Noida
Summary
Dynamic Service Request Management Professional with over 13 years of experience at British Telecom, Gurugram, specializing in delivering efficient service request solutions and enhancing customer experiences. Demonstrated ability to manage high-volume service requests, ensuring precision in order processing and driving operational excellence. Expertise in resolving complex issues, streamlining workflows, and exceeding customer satisfaction targets through collaboration with cross-functional teams. Committed to continuous improvement and aligning services with organizational goals using robust service management frameworks and methodologies.
Overview
14
14
years of professional experience
Work History
Service Request Management Professional
British Telecom
Gurugram
12.2013 - Current
- Managed end-to-end service requests for telecom products and services, guaranteeing accuracy.
- Coordinated with cross-functional teams including sales, operations, logistics, and finance to streamline order fulfillment processes
- Ensured precision in tracking order lifecycle using management systems.
- Regularly communicated with customers, sales teams, and internal stakeholders to provide updates on service requests and resolve queries efficiently
- Devised methods to accelerate order management.
- Monitored and addressed inventory shortages to ensure seamless service.
- Developed and maintained a knowledge base of telecom products, services, and industry regulations to assist in effective decision-making.
- Spearheaded team training initiatives, sharing best practices to enhance overall team productivity and service quality
- Prepared comprehensive reports for management, highlighting operational insights and recommendations for process enhancements
- Tackled and rectified persistent issues to enhance customer satisfaction.
Process Associate
Capgemini
Gurugram
04.2011 - 11.2013
- Oversaw supply chain functions to ensure smooth collaboration across various phases.
- Handled order management functions including POs and invoices with oversight of shipping processes in SAP.
- Identified and implemented process improvements to enhance operational efficiency
- Maintained compliance with client requirements and process guidelines
- Established strong client relationships by addressing concerns and ensuring satisfaction
Education
MBA - Management
Business School of Delhi
04.2011
Skills
- Service Management Frameworks: ITIL, Incident Management, Problem Management, Change Management
- Service Request Tools: Remedy, ServiceNow, or other CRM/Service Request platforms (mention specific tools you have used)
- Workflow Optimization: Process automation, workflow streamlining, and continuous improvement techniques
- Order Management Systems: Expertise in end-to-end order processing, provisioning, and delivery
- Reporting and Analytics: Data analysis, dashboard creation, and KPI tracking for operational efficiency
- Issue Resolution: Root cause analysis, escalation management, and SLA adherence
Languages
- English
- Hindi
Timeline
Service Request Management Professional
British Telecom
12.2013 - Current
Process Associate
Capgemini
04.2011 - 11.2013
MBA - Management
Business School of Delhi
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