Shweta Puthran
Project Manager
THANE
Summary
Dedicated and organized Operations Manager with over 10+ years of experience. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Project Manager
Wipro Technology
Mumbai
09.2022 - Current
- Built and established strong partnerships with teams, vendors and contractors.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Led meetings with internal team members and clients.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
Operations Manager
Wipro Technology
Mumbai
12.2019 - 09.2022
- Improve operational management systems, processes and best practices
- Formulating strategy, improving performance, procuring material and resources and securing compliance
- Handling client escalations and maintaining good rapport
- Handling all Aditya Birla users and serving the services as per the Agreement
- All report handling and maintaining SLA.Perform quality controls and monitor production KPIs
- Help the organization’s processes remain legally compliant
- Find ways to increase quality of customer service
- Achievements : Have achieved best performer award in 2 quarters
- Worked on project in Reduction of tickets and improving customer satisfaction.
Group Leader
Wipro Limited (Telstra Sales Live Chat and Telstra Digital)
Mumbai
03.2017 - 12.2018
- Process : Telstra Sales Live Chat and Telstra Digital, Managing a team of leaders, process level targets (NPS & sales, overall queue’s performance, maintaining weekly and monthly reports, client interaction)
- Achievements : Received several awards & appreciation from onshore and offshore for different projects Lean project on AHT, which was published in GMT newsletter.
Team Leader
Wipro Limited (Telstra Sales Live Chat and Telstra Digital)
Mumbai
10.2015 - 02.2017
- Process : Telstra Sales Live Chat and Telstra Digital, Handled a team of 20 agents & was completely responsible for their targets (sales & NPS) Used to lead the Client calibrations and client review calls for the business floor.
- Achievements : Received awards & appreciation from onshore and offshore for consistent outstanding performance. Successfully completed Lean Project on AHT & this achievement was published in GMT newsletter.
Group Leader Volunteer
Plancess EduSolution
Mumbai
07.2013 - 07.2015
- Worked as a Senior Counselor for 4 months & topped the chart each month
- Promoted as a Group Leader with the responsibility of 20 team members.
Counselor
Frankfinn Airhostess Training Institute
Mumbai
01.2012 - 07.2013
- Taking calls , setting up the appointment via phone and emails counselling students for their future in airline jobs and selling training packages to them
Education
BMS -
K.J Somaiya College of Arts And Commerce
01.2009 - 01.2012
H.S.C. : Higher Secondary -
EB Madhavi Jr College
03.2007 - 03.2009
S.S.C -
BR Madhavi High School
03.2006 - 03.2007
Skills
Quality Assurance
Project Management
Designing Weekly/Monthly/Quarterly Metrics pack
Client Relationship Management
Resource optimization
SLA Adherence
Peer audits
Training and Development
Team Handling
Timeline
Project Manager
Wipro Technology
09.2022 - Current
Operations Manager
Wipro Technology
12.2019 - 09.2022
Group Leader
Wipro Limited (Telstra Sales Live Chat and Telstra Digital)
03.2017 - 12.2018
Team Leader
Wipro Limited (Telstra Sales Live Chat and Telstra Digital)
10.2015 - 02.2017
Group Leader Volunteer
Plancess EduSolution
07.2013 - 07.2015
Counselor
Frankfinn Airhostess Training Institute
01.2012 - 07.2013
BMS -
K.J Somaiya College of Arts And Commerce
01.2009 - 01.2012
H.S.C. : Higher Secondary -
EB Madhavi Jr College
03.2007 - 03.2009
S.S.C -
BR Madhavi High School
03.2006 - 03.2007