Summary
Overview
Work History
Education
Skills
Certification
Interests
DECLARATION
Timeline
Generic

Shweta Mishra

Manager - Data Management
Mumbai

Summary

Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.

Overview

13
13
years of professional experience
1
1
Certification
1
1
Language

Work History

Manager – Data Management

Enel X
Mumbai
07.2021 - Current
  • Lead and manage over 50 data professionals across five specialized teams, ensuring efficient execution of processes and optimal service quality. Responsible for end-to-end service delivery for the portfolio.
  • Effectively oversaw the delivery of more than 15 projects, handling all facets of the project life cycle, such as stakeholder management, budget estimation, scheduling, and resource planning.
  • Manage end-to-end project management for onboarding new clients.
  • End-to-end process management, data migration, customer escalation, and system integration to enhance operational efficiency and service deliveries.
  • Monitor SLAs, KPIs, and performance metrics to identify opportunities for service improvement, and operational efficiency.
  • Generate detailed reports and dashboards for senior leadership, such as PHR, QBR, and MBR, facilitating informed decision-making.
  • Partner with product and engineering teams to align client requirements with business objectives, and plan system developments.
  • Spearhead cost-reduction initiatives, resulting in improved operational efficiency, and reduced expenditures.
  • Process excellence and resolve all customer requests, issues, and escalations in a timely manner.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Team Lead

Travelwings.com
11.2016 - 07.2021
  • Led a team of more than 30 professionals executing flight bookings, holiday packages, and customer service.
  • Refined workflow automation and performance assessment, minimizing response time by 18%, and improving customer satisfaction by 2%.
  • Developed and implemented training programs, enhancing team performance by 20%.
  • Established quality control processes, enhancing customer satisfaction by 20%, and decreasing complaint resolution time by 15%.
  • Directed the development of Zoho CRM, elevating efficiency in client interactions and information tracking.
  • Implemented social media marketing campaigns, enhancing brand engagement by 30%.

Sr. Customer Service Executive

Firstcry.com
01.2015 - 10.2016
  • Led a team of 25 customer service representatives, ensuring quality interactions and timely resolutions.
  • Achieved a 90% first-contact resolution rate by implementing customer issue tracking and escalation processes.
  • Coordinated with IT and logistics teams to resolve system-related issues affecting service efficiency.

CRM

India Yamaha Motors Pvt. Ltd
Pune
01.2013 - 12.2014
  • Enhanced customer service strategies, achieving a 95% satisfaction rate through feedback-driven improvements.
  • Developed and delivered training programs to enhance employee performance and retention.
  • Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.

Education

PGDM - IT

MIT Pune
Pune
01.2013

MBA - Marketing

PTU University
Pune
01.2013

Bachelor of Science - Mathematics

Christ Church College
Kanpur
01.2011

HSC - Science

S.B.V.M. School
Kanpur
01.2008

SSC - Science

S.B.V.M. School
Kanpur
01.2006

Skills

  • Team Leadership & Team Management

  • Data Management & Data Analysis

  • Service Delivery Management

  • Project Management

  • Process Management

  • Relationship Management

  • People Management

  • Operations

  • Internal Control / Audits

  • Client onboarding

  • Customer Management

  • Global Stakeholders management

  • Service Management

  • Budgeting, Forecasting and planning

Certification

Project Management Professional (PMP) – Training Certificate

Interests

Travelling, listening to music, Trekking and Reading

DECLARATION

I hereby declare that the above-mentioned information is correct up to my knowledge and bear the responsibility for the correctness of the above-mentioned.

Timeline

Manager – Data Management

Enel X
07.2021 - Current

Team Lead

Travelwings.com
11.2016 - 07.2021

Sr. Customer Service Executive

Firstcry.com
01.2015 - 10.2016

CRM

India Yamaha Motors Pvt. Ltd
01.2013 - 12.2014

PGDM - IT

MIT Pune

MBA - Marketing

PTU University

Bachelor of Science - Mathematics

Christ Church College

HSC - Science

S.B.V.M. School

SSC - Science

S.B.V.M. School
Shweta MishraManager - Data Management