Shweta Pandey
Dehradun
Summary
Dynamic and result oriented analyst with over 5 years of experience in working with operations and cross-functional teams to deliver projects on time . Skilled in project planning, resource allocation, risk management, and stakeholder communication. Proven track record of driving successful project outcomes in dynamic environments. Strong leadership and problem-solving abilities, providing actionable insight to drive decision-making and enhance operational efficiency.
Overview
11
11
years of professional experience
Work History
Senior Service Associate
American Express India Pvt Ltd.
Gurgaon
06.2022 - Current
- Developed and implemented strategies for increasing customer satisfaction.
- Conducted research to identify new market opportunities.
- Provided direction and guidance to junior associates on complex tasks.
- Coordinated cross-functional teams in completing projects on time.
- SAC audits for retention team.
- Supporting team as Subject Matter Expert on rotational basis.
- Preparing deck for new process update and reporting training activities of team.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Interpreted business requirements into technical specifications for system development initiatives.
Skills Trainer and Process Analyst
Winspark Innovations Pvt Ltd from from Nov 2020 till April 2022
Gurgaon
11.2020 - 04.2022
- Developed and conducted training for new employees on company policies, procedures, and teaching modules.
- Created customized training materials to meet the needs of different audiences and learning styles.
- Scheduled and managed group activities that increased collaboration among team members.
Soft Skills Trainer
MMGC India Pvt Ltd
11.2017 - 07.2020
- Developed and conducted training programs for soft skills such as communication, collaboration, problem solving, decision making and leadership.
- Facilitated group exercises to encourage participants to share experiences and best practices related to soft skills.
- Designed and implemented interactive activities to promote team building among employees.
Service Associate
American Express India Pvt. Ltd
11.2013 - 06.2015
- Resolved customer complaints in a professional manner.
- Demonstrated product knowledge to customers by providing detailed information about products and services offered.
- Assisted team during pilot project of Early tenure to prepare data and analyse it for better customer service to Early tenure cardmembers.
Process Advisor
Barclays Shared Services
Noida
12.2012 - 10.2013
- Assisted in the development of process improvement initiatives, including Lean Six Sigma and Kaizen projects.
- Created detailed documentation for existing processes and identified areas of improvement.
- Provided guidance to teams on best practices related to process design, implementation, and maintenance.
Education
Master of Science - Life Sciences
HNB Garhwal University, Srinagar
Dehradun07-2012
Bachelor of Science - Chemistry, Botany, Zoology
HNB Garhwal University, Srinagar
Dehradun07-2010
Skills
- Compliance knowledge
- Innovation and Creativity
- Quality Assurance
- Operations Analysis
- Business process improvement
- Project Management
- Root Cause Analysis
- Workforce training
- Strategic Planning
Acomplishments
- Cleared GATE(2018)
- Cleared UKPSC(Prelims)
Certifications
- PMI- ACP (Project Management)
- AI Powered Excel
- Fundamentals of Generative AI
Technical Skills
- PMI-ACP (Project Management)
- Excel Advanced
- MS-Office
- Data Visualisation (Power BI)
- Python
Timeline
Senior Service Associate
American Express India Pvt Ltd.
06.2022 - Current
Skills Trainer and Process Analyst
Winspark Innovations Pvt Ltd from from Nov 2020 till April 2022
11.2020 - 04.2022
Soft Skills Trainer
MMGC India Pvt Ltd
11.2017 - 07.2020
Service Associate
American Express India Pvt. Ltd
11.2013 - 06.2015
Process Advisor
Barclays Shared Services
12.2012 - 10.2013
Master of Science - Life Sciences
HNB Garhwal University, Srinagar
Bachelor of Science - Chemistry, Botany, Zoology
HNB Garhwal University, Srinagar
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