Shweta Mishra

Service Delivery:

• Lead and manage 50+ data professionals across five specialized teams, ensuring efficient execution of processes and projects.
• Managed a service delivery operations center with SaaS expertise, serving clients with their energy reporting data transformation needs, such as EnergyStar, GHG, and CDP reporting, with a 95% service level.
• End-to-end process management, data migration, 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.

Project Management:

• Effectively oversaw the delivery of more than 20 projects, handling all facets of the project lifecycle, such as planning, execution, tracking, budget estimation, scheduling, and delivery.
• Defined and maintained scope, timelines, and resource plans, and facilitated team meetings.
• Collaborated with cross-functional teams, including engineering, product, design, and other partnered teams, to ensure alignment on project goals and deliverables.
• Maintained detailed project documentation and status reports.

Client Communication:

• Interact with the client representatives for the ongoing requirements of the project.
• Primary point of contact for clients. Manage communication, expectations, and escalations.
• Collaborate with CRM and analytics teams to optimize client interactions, increasing customer satisfaction and retention.
• Create a detailed RCA for escalations received by the client, with preventive actions.
• Experienced in process consulting, product training, internal audit, and risk consulting for clients.
• Handled premium customers such as Google, Amazon, GM, GE Aerospace, Hitachi, PG&E, and Carrier.

Reporting:

• Generated regular project progress status reports to senior management and stakeholders.
• Develop and deliver presentations to senior management and stakeholders, such as MBR and QBR.
• Conducted research and analyzed data to support decision-making for project plans.

• Coordinated CRM data migration and omnichannel integration into ZOHO CRM by gathering business requirements and consolidating multiple data sources into a structured PRD.
• Enabled seamless integration of website queries and complaints with WhatsApp, the company website, and social platforms, including Facebook and Instagram, for a unified lead and complaint management system.
• Supervised a team of 30+ professionals handling complaints regarding flight bookings, holiday packages, and customer service. Handled high-level escalations for Dubai, the US, the UK, South Africa, and Africa regions.

• I played a key role in contributing to the development and implementation of a centralized CRM system designed to efficiently manage the organization’s contact center operations across calls, emails, and chat platforms. My contributions included gathering business requirements, supporting system design, coordinating with cross-functional teams, and assisting in workflow automation.
• Achieved a 90% first-contact resolution rate by implementing customer issue tracking and escalation processes. I was part of organizational training and support post-development to record the feedback.

• Enhanced customer service strategies, achieving a 95% satisfaction rate through feedback-driven improvements.
• Developed and delivered training programs to enhance employee performance and retention.