Shweta Tripathi
New Delhi
Summary
Service & Operations Management professional with 6+ years of experience across global customer support, service delivery, and client coordination. Proven ability to manage multi-region operations, resolve escalations, meet SLA and KPI targets, and maintain high customer satisfaction. Strong background in stakeholder management, process documentation, cross-functional coordination, and performance tracking. Adept at working in high-pressure environments with a solutions-driven and people-focused approach.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Seller Support Associate (Service Operations – Seller Support)
Amazon Development Centre India Pvt. Ltd.
New Delhi
10.2020 - Current
- Managed end-to-end seller support operations for EU (UK, France, Germany, Italy, Spain, Netherlands, Poland) and North America marketplaces.
- Acted as a primary point of contact for seller account, finance, and technical escalations.
- Ensured consistent achievement of SLA, quality, productivity, first-contact resolution, and attendance metrics.
- Handled high-volume seller interactions via email and voice, maintaining strong customer satisfaction scores.
- Identified recurring seller issues and supported process improvements to enhance resolution efficiency.
- Demonstrated strong conflict resolution and stakeholder communication while handling complex and high-pressure cases.
- Maintained professionalism and service quality while managing dissatisfied or escalated seller interactions.
Assistant Manager – Operations & Client Coordination
MGI Infra Pvt. Ltd.
New Delhi
07.2016 - 08.2020
- Coordinated service delivery and client communication for multiple ongoing projects.
- Managed customer interactions via email and phone, ensuring timely updates and issue resolution.
- Prepared and coordinated RFQs, RFPs, and tender documentation with internal and external stakeholders.
- Maintained operational documentation including contracts, reports, records, and technical documents.
- Acted as a liaison between site engineers, supervisors, and management to track project progress.
- Distributed project requirements, timelines, and deliverables to internal teams.
- Supported implementation of customer service initiatives to improve client satisfaction.
- Strengthened relationships with vendors, clients, and internal teams to achieve operational goals.
Management Trainee
ICICI Securities Limited
New Delhi
07.2015 - 01.2016
- Addressed customer queries and complaints through in-person and telephonic interactions.
- Maintained up-to-date knowledge of financial products, exchange guidelines, and compliance policies.
- Worked in a target-driven, high-performance environment while ensuring service quality.
Education
MBA - Marketing & Finance
GLA University
Mathura, Uttar Pradesh01.2015
Bachelor of Arts (BA) -
Awadh University
Ayodhya, Uttar Pradesh01.2013
Skills
- Service Operations Management
- Client & Stakeholder Management
- SLA
- KPI
- Quality Monitoring
- Escalation & Conflict Resolution
- Customer Experience Management
- Process Documentation & Compliance
- Cross-functional Team Coordination
- Advanced Excel (Reporting & Tracking)
Certification
- The Mindful Mandala drawing certificate from UDEMY.
- Pursuing course in Advanced Excel from UDEMY.
- Pursuing ITIL
Hobbies and Interests
- Mandala & Zentangle Art
- Reading literature
Languages
- English
- Punjabi
- Hindi, First Language
- English, B2 Upper Intermediate
- Punjabi, B2 Upper Intermediate
Timeline
Seller Support Associate (Service Operations – Seller Support)
Amazon Development Centre India Pvt. Ltd.
10.2020 - Current
Assistant Manager – Operations & Client Coordination
MGI Infra Pvt. Ltd.
07.2016 - 08.2020
Management Trainee
ICICI Securities Limited
07.2015 - 01.2016
MBA - Marketing & Finance
GLA University
Bachelor of Arts (BA) -
Awadh University