Dancing
Swikriti Mehta
Operations Manager
Gurgaon
Summary
Seasoned Operations Manager and talented leader with 18 years of experience in Banking, Financial, Retail & Digital Service industry. Led large teams in operations, training, transitions, and sales portfolios while establishing strong business alliances. Applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Currently leading teams virtually & leveraging technology to collaborate & succeed as a team.
Overview
18
18
years of professional experience
2026
2026
years of post-secondary education
4
4
Certifications
Work History
Operations Manager Vendor Management
Amazon
08.2024 - Current
- Managed onground operations to ensure enhanced Vendor Experience across regional stores - EU4 (FR, Germany, IT and FR) , US and UK. lead by specialized language experts.
- Collaborated with Vendor Managers , Project managers and program teams to engage in projects focused towards continuous improvement.
- Partnered with business analyst teams and relevant stakeholders to facilitate creation of performance dashboards , business review decks and charters.
- Led various WW and Region level initiatives revolving around contact reduction and defect elimination.
- Led multiple pilot projects focused towards creating differentiated support for enhanced Vendor experience across different channels.(Email , phone and Chat)
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Implemented quality control systems to boost overall product consistency and reliability.
Team Manager II at Selling Partner Support
Amazon Development Center
06.2022 - 08.2024
- In charge of managing a group of more than 100 virtual team supervisors and selling partner support executives who oversee vendor and seller segments that assist sellers who sell on Amazon platforms.
- Manage SLA’s, work prioritization and delivery based on business needs.
- Ensure high quality delivery of all KPI’s under aggressive deadlines.
- Conducting weekly, monthly business reviews with internal and external stakeholders.
- Maximize productivity and process efficiency through process standardization, supervision, strong process documentation, analysis and performance feedback on a periodic basis.
- Initiate and lead process improvement projects, present solution proposals and implement them in other applicable/ in scope operational areas.
- Own team’s hiring, performance and development through performance metrics, training, feedback and coaching on an ongoing basis.
- Identifying expansion opportunities for current services and additional service opportunities for existing clients.
- Writing and conducting performance evaluations and dedicating work towards making the teams more efficient.
- Led employee relations through effective communication, coaching, training, and development.
High Value Customer Portfolio
American Express India
12.2007 - 05.2022
- Managing teams responsible for servicing & support high end customer portfolios.
- An enterprise-wide initiative to create identify, engage, and retain our Best Customers - Top 20% of combined 2018/2019 GCM (Gross Contribution Margin) with average spend in 2018/2019 > $10K / Centurion customers with Amex tenure of > = 25 years.
- Key objective of leading teams with by championing service as a key differentiator & serving to 4MM (21%) consumer customers who contributed to 55% of billed business & 257K (9.3%) of commercial customers contributing to 60% of billed business.
- Lead teams in driving them through this change on large scale for the way we do business & showed significant improvement in performance and hygiene posture.
- Grooming teams for delivering a tailored experience that helps drive loyalty and retention.
- Creating strong metrics governance to ensure a consistent Customer experience.
- Simultaneously, responsible to overlook & manage project Quick-Tie (a cross functional initiate) to support service levels & help enhance productivity at a process level.
Cross Functional Projects
American Express India
04.2020 - 11.2020
- Partnered with the US Credits Operation teams - Learning and adapting to new roles & responsibilities while gaining cross functional expertise and extending the required support for us to grow along with the organization in our Financial Relief segments.
- Being agile & utilizing the opportunity to support the business in these unprecedented times.
- Clearly defining goals – Supporting early tenure teams, understanding, and clearly defining employees focus on things that may impact, how they are measured and rewarded, so that it doesn’t stand for them to give it a low priority.
- Delivered Best in Class performance - In a new set up/ process, showcasing maximum improvements across all essential matrices directly impacting & focusing on customer / shareholder and employee gains.
- Operating at an overall CSAT of 88%+ throughout the stretch.
- Were the TOP teams across in managing efficiency & reducing bad demand.
- Consistently maintaining the lowest absenteeism for the year ranging less than 2% adding to overall improved occupancy of above 85% Team with the highest schedule adherence at 96%+ each month.
- Increased focus on containing all/any system related leakages - Amex or Non-Amex and becoming the team with the lowest system downtime impact month on month.
- Align the team on a vision of always winning with right practices – The best retention rate for the year @100% depicts the success achieved besides all the changes that came our way.
- Winning as a team – By creating the right conditions for all team-members to give their best each day, committed to their goals and values, motivated to contribute to our success as a team, with an enhanced sense of their own well-being resulting in achieving a favorable score of 98% on the annual employee satisfaction survey.
- Setting the team on the path to success by aligning them with our vision to succeed.
- Partnered with functions like Global Contact Recordings & Analytics - To test & better equip with the speech analytical tool, to establish data dependency focused to achieve maximum business gains.
- Worked on creating & generating in built reports within the tool.
- Segmentation & validation of the volumes received for specific/ set call categories: Agent & team wise.
- Patterned authenticity of the volumes received (at process level): To better understand business impact & deriving accuracy percentage.
- Worked on creating a mockup for further utilization by the operation team.
Interim Service Delivery Leader – Operations – Digital team
American Express India
06.2018 - 08.2019
- Managed a team span of 110+ (TL, Support staff & Customer Care Professionals) for Digital card servicing (dual skilled) / Fraud chat & mobile messaging teams & teams servicing through the India email channel.
- Supported two transformational initiatives - Projects like enabling dual skilling and process merger of our internal Pay It Plan It & Digital teams to help bring more efficiency and a stronger business continuity.
- Providing on ground leadership to deliver day to day operations, assessing performance trends and management, leader development / training & career planning – For US consumer / Open & Corporate customers.
- Managing 3 support groups worked in collaboration with 68 Amex technology teams across network.
- Responsible for end to end process review of the digital assist & escalation team, bringing about change management, creating strategies around process improvement etc.
- Involved in set up and launch of projects involving cross functional trainings, setting up a team in a test kitchen kind of an environment & piloting of dual skill of customer care professionals while partnering with network leads.
- Led projects on demand reduction improving occupancy and promoting digitization for American Express Card members.
- Introduced & led projects on streamlining the knowledge management systems to enhance productivity of teams resulting in improved customer satisfaction.
- Creating SOP’s for a glide path for better efficiency & occupancy addressing challenges around high ACR/ Unpredictable demand etc.
- Supported tool migration from an operational standpoint moving to a more complaint process including improved SLA’s on incident management.
- Operations lead for Hiring & Retention control in 2018 ensuring annualized attrition ~15%
Senior Team Leader - Consumer Product Servicing
American Express India
04.2016 - 06.2018
- Strategizing, planning, and executing to ensure smoother operational governance of 4 TLs / teams aligned, along with the core CCP team.
- Team YTD performance (Q1 vs Q2) – successfully achieved the best in class performance improvement of 690 & 850 BPS on customer satisfaction matrices.
- Got an opportunity of taking over a step-up assignment, where was responsible for managing & governing overall performance of a core group assigned of 60+ HC.
- In the stint of about 3 months as an interim closed amongst the TOP teams.
- Performance improvement YTD’ 2016 (H1 vs. H2) – Showed on overall improvement of 900 & 700 BPS on CSAT matrices (NPS & Excellent).
- Got the honor of winning the most prestigious “Dream Team Award” for the H2’ 2016 for the remarkable performance achieved and being amongst the TOP teams across the business unit.
- Continued partnership with the workflow team for the entire year of 2016 & was responsible for managing daily/monthly Absenteeism, Availability etc. of the group.
- As a Synthesizers SPOC (cross functionable process improvement project) collaborated with the GFPS (AMEX Fraud Team) and worked closely on the development of the resident expert project (creating leadership pipeline).
- Actively lead and represented teams on client calls & network level projects mapped around customer satisfaction Being part of executive visits for Revenue generation & Training TL roundtables.
Team Leader – CEN: Consumer Product Servicing
American Express India
05.2014 - 04.2016
- Responsible for managing a team of 15-20 individuals and to drive results through coaching, feedback, and training need analysis.
- Assess performance trends, help CCPs build individual action plans & follow proactive methods to avert any service break down.
- Ranked amongst top leaders across all teams across LOB’s for 3 consecutive years 2014-2016.
- Was an integral part of Performance Improvement Projects throughout 2015.
- Created a robust C&F and governance model for the resident experts, governing performance of the low performing CCP’s at process level.
- Availability Project led to 7% improvement from 55% in 2015 to 62% YTD’16.
- Partner with critical enabling functions i.e. Scheduling and Training to effectively manage Operations & efficiently execute projects.
- Absenteeism Project resulted in 2% reduction; Staffing Project condensed TL coverage to a restricted shift window of 10 hours.
- Successful completion of the 4DX project for managing improvement on customer handling time at a network level with attaining an overall dip in CHT by 9.1% (Overall decrease in CHT from 330.9% in April to 264.77% in June’15 at a site level on a baseline target of 274.3%).
- Got an opportunity to take over a mentorship role to groom newly set up team’s/ Leaders from onshore sites like Manila as part of the talent transfer project.
- Partnered & actively participated with supporting the new hire training batches by creating a performance management plans in early OJT’s.
- Continued partnership with the training team in 2016, enhancing the new hire experience starting from hiring to overall transition of employee to production.
- Developed a talent pool for the process by my team members to take on bigger roles such as SMEs, Trainers, TC’s & TLs.
- Successful movement of top talent from the team in Value Gen (Revenue Generation) under Project Liberty.
- Achieved Annual Employee Pulse Survey result @ 97% & 98% for 2015 & 2016 respt.
- Set up the leave utilization policy for the business to better manage shrinkage across large operations teams.
Interim Team Leader/ Trainer – Digital A&E Team
American Express India
01.2013 - 12.2014
- Trained and successfully transitioned a new hire batch of 17 CCP’s with a certification rate of 95%.
- As a part of variation management project, was aligned a team of bottom performing CCP’s (bottom 10% percentile of the process) in December’13, and achieved a record-breaking improvement of 2990 bps on RTF & 1500 bps on Ex (2013-2014).
- Independently managed a team 15 for 2 month and achieved a combined CSAT score of 72% (Digital & Consumer teams).
- Build individual action plans basis training need analysis, follow segmented coaching & feedback.
- Created a strong “treatment based” call structure to ensure extra-ordinary card member experience on every call.
Subject Matter Expert/ Resident Expert – Digital Team
American Express India
01.2012 - 12.2013
- Worked as a Subject Matter Expert supporting new hires for major part in 2012 with 85% certification rate.
- Successfully moved as a Resident Expert/ Team Lead, where was responsible to manage performance of the low performing CCP’s within the team.
- Independently managed the whole team in the absence of immediate team lead/supervisor.
Customer Care Professional
American Express India
01.2007 - 12.2012
- Followed a balanced approach by maintaining high NPS and low Handling Time while serving consumer card members over the phone.
- Was a TOP customer care professional across process back to back 3 years in a row.
- Always met Compliance, Schedule adherence & Quality targets; mentored fellow colleagues & extended relevant team support to enhance servicing that contributed towards overall performance improvement.
Education
MBA – Operations Management -
Narsee Monjee Institute of Management Studies
B.Sc. - Psychology
Annamalai University
Higher Secondary - undefined
Banasthali Public School
Skills
Operations management
Problem-solving
Customer service
Performance monitoring
Process improvement
Organizational management
Data analysis
Operational efficiency
Accomplishments
- Dream Team Award H’2 2016
- Blue Box Champion – Q4’2015
- WORLD SERVICES EXCELLENCE AWARD in the year 2012, 2013 & 2015
- Ambassador of Quarter 2’ 2013
- Ambassador of Quarter 4’2011
Extra-Curricular Activities
Avid movie lover with a passion for travelling and loves spending time with family.
Certification
Green Belt Six Sigma Project - Drive Digital and Contact Elimination
Interests
Bing watching
Spending time with my 5 year old
Timeline
Vendor Support Pilot Triage
07-2025
Vendor Outreach Program
01-2025
Green Belt Six Sigma Project - Drive Digital and Contact Elimination
12-2024
Operations Manager Vendor Management
Amazon
08.2024 - Current
Defect Consolidation Project
10-2023
Team Manager II at Selling Partner Support
Amazon Development Center
06.2022 - 08.2024
Cross Functional Projects
American Express India
04.2020 - 11.2020
Interim Service Delivery Leader – Operations – Digital team
American Express India
06.2018 - 08.2019
Senior Team Leader - Consumer Product Servicing
American Express India
04.2016 - 06.2018
Team Leader – CEN: Consumer Product Servicing
American Express India
05.2014 - 04.2016
Interim Team Leader/ Trainer – Digital A&E Team
American Express India
01.2013 - 12.2014
Subject Matter Expert/ Resident Expert – Digital Team
American Express India
01.2012 - 12.2013
High Value Customer Portfolio
American Express India
12.2007 - 05.2022
Customer Care Professional
American Express India
01.2007 - 12.2012
B.Sc. - Psychology
Annamalai University
Higher Secondary - undefined
Banasthali Public School
MBA – Operations Management -
Narsee Monjee Institute of Management Studies
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