Shweta Yadav
Navi Mumbai
Summary
Client servicing and account operations professional with 5+ years of experience managing global clients across banking, SaaS, and digital platforms. Strong expertise in client onboarding, account servicing, service delivery, and customer experience management, with a proven ability to align client expectations with operational execution. Demonstrated growth from technical support into process ownership, training, quality assurance, and client-facing operations, handling complex requirements, escalations, and cross-functional coordination. Experienced in working with US and global stakeholders, regulated environments, and SLA-driven service delivery. Worked with organizations such as JP Morgan Chase and Accenture, contributing to client experience initiatives, platform onboarding, performance analysis, and process improvements. Seeking client servicing, client success, or account management roles that require ownership, stakeholder management, and delivery accountability.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Account Specialist- Client Servicing & Banking Operations
J P Morgan Chase
02.2025 - Current
- 1. Acting as a client-facing operations specialist, coordinating with internal teams to ensure timely and accurate resolution.
- 2. Supporting service delivery and customer experience initiatives, ensuring consistent performance against SLAs and quality benchmarks.
- 3. Partnering with quality, risk, and operations teams to identify service gaps and improvement opportunities.
- 4. Contributing insights on operational challenges and customer experience trends to support process stabilization.
- 5. Ensuring compliance with internal controls, regulatory standards, and banking policies while delivering client-focused outcome.
Client Servicing & Platform Onboarding Specialist
Accenture
01.2024 - 02.2025
- 1. Served as the primary point of contact for global clients, managing end-to-end onboarding for the Megaphone SaaS platform.
- 2. Led client onboarding activities including account setup, access enablement, and platform walkthroughs.
- 3. Supported clients during ad campaign setup and validation, ensuring ads were running correctly and platform requirements were met.
- 4. Coordinated with product, engineering, and ad operations teams to resolve onboarding and platform-related issues.
- 5. Managed ongoing client interactions post-onboarding, addressing queries, issues, and enhancement requests.
- 6. Identified recurring onboarding challenges and contributed to process improvements and onboarding efficiency.
Account Specialist- Client Experience & Service Operations
J P Morgan Chase
01.2022 - 09.2023
- 1. Managed site-level client experience and performance oversight function, analyzing Mumbai site performance against global benchmarks.
- 2. Reviewed service metrics to identify performance variations, strengths, and improvement areas across sites.
- 3. Contributed inputs to quarterly performance and improvement planning, focusing on customer experience and operational efficiency.
- 4. Worked closely with quality, training, and operations teams to address recurring issues impacting service delivery.
- 5. Ensuring adherence to SLAs, regulatory guidelines, and internal control standards.
Client Servicing & Process Operations Specialist
Concentrix
06.2019 - 01.2022
- 1. Started in a client-facing technical support role and progressed into a process and quality ownership position within six months based on performance.
- 2. Acted as a key point of contact for client interactions, ensuring service delivery aligned with defined expectations and performance goals.
- 3. Led process documentation and SOP creation to standardize workflows and improve service consistency.
- 4. Trained and onboarded multiple new-hire batches, ensuring readiness to handle client requirements and quality benchmarks.
- 5. Conducted quality audits and performance reviews, identifying gaps and recommending corrective actions.
- 6. Coordinated with internal stakeholders to assure client requirements, SLAs, and quality standards were consistently met.
Education
B.Sc -
Mumbai University
01.2017
PG Diploma - Dialysis
P. D. Hinduja
06-2018
Skills
- Client Servicing
- Accounting Operations
- Client Onboarding
- Service Quality Management
- Process Improvement
- Performance Analysis
- Saas Platform
- Banking Financial Services
- Risk & Compliance Awareness
Certification
Advanced Certificate in Digital Marketing and Communication
LANGUAGES
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Account Specialist- Client Servicing & Banking Operations
J P Morgan Chase
02.2025 - Current
Client Servicing & Platform Onboarding Specialist
Accenture
01.2024 - 02.2025
Account Specialist- Client Experience & Service Operations
J P Morgan Chase
01.2022 - 09.2023
Client Servicing & Process Operations Specialist
Concentrix
06.2019 - 01.2022
B.Sc -
Mumbai University
PG Diploma - Dialysis
P. D. Hinduja