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
Pune01.2013
MBA - Marketing
PTU University
Pune01.2013
Bachelor of Science - Mathematics
Christ Church College
Kanpur01.2011
HSC - Science
S.B.V.M. School
Kanpur01.2008
SSC - Science
S.B.V.M. School
Kanpur01.2006
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