Swapnil Shedbale
Summary
Motivated Shift Leader, enthusiastic about helping team members meet and exceed objectives with compassionate leadership. Talented trainer and operational problem-solver with front-line experience and collaborative nature. Resourceful in balancing customer, company and employee needs.
Overview
6
6
years of professional experience
Work History
Shift Supervisor
Maha Metro
Mumbai
02.2025 - Current
- Supervised daily operations of Customer Care Officers, Customer Service Officers, Ticket Sales Officers, and Lost & Found departments.
- Executed shift-opening procedures by issuing float cash and ticket stock to TSOs, CCOs, and Ticket Issuing Machines.
- Monitored ticket stock and consumable availability across all customer service and sales points.
- Conducted end-of-shift revenue reconciliations, maintained revenue registers, and completed SAP reporting.
- Ensured timely cash handover to collection agency while maintaining accountability.
- Coordinated with Station Controller to facilitate efficient crowd management and station operations.
- Responded effectively during emergencies by implementing instructions from Station Controller, ensuring commuter safety.
Customer Care Officer (CCO)
Maha Metro
MUMBAI
05.2022 - 01.2025
- Delivered exceptional customer service by assisting commuters with ticketing queries and travel information.
- Resolved complaints professionally, enhancing customer satisfaction.
- Operated Ticket Issuing Machines (TIMs) while managing cash transactions and issuing smart cards.
- Ensured timely top-up services for travel cards, maintaining accuracy during peak hours.
- Maintained cleanliness and functionality of Customer Service Center, reporting technical issues promptly.
- Assisted passengers with special needs to ensure a smooth travel experience.
- Monitored Lost & Found inventory, facilitating returns through proper verification procedures.
- Supported crowd control and public announcements during peak hours and special events.
Jr. Executive
SSA GEMS LLP
MUMBAI
04.2019 - 04.2022
- Generated invoices for road sales transactions with high efficiency.
- Managed accounts receivable, tracking Funds-In and processing post-dated cheque entries.
- Assisted accounts payable with GL entries and reconciliation of sales representatives and credit cards.
- Created memos to document essential information.
- Performed data entry to maintain accurate records.
Education
B.com - Commerce
Viva College of Arts, Commerce & Science.
Mumbai01-2015
HSC - Commerce
Viva College of Arts, Commerce & Science.
Mumbai01-2011
Skills
- Shift management
- Cash handling
- Ticket stock monitoring
- Daily briefing facilitation
- Crowd management
- Customer service
- Emergency response
- Team supervision
- Staff management
- Employee training
- Inventory management
- Data entry
- Process improvement
- Scheduling coordination
- Staff scheduling
- Staff motivation
- Operations management
- Daily workflows
- Shift paperwork completion
- Shift leadership
- Decision-making capacity
- Verbal and written communication
Accomplishments
Wall of Fame – Maha Metro, May 2023,
Awarded for excellent response during a medical emergency
- Recognized for the swift and calm handling of a medical emergency involving a male passenger who was experiencing high blood pressure and chest pain at WEH station
- I quickly assessed the situation, provided immediate assistance, ensured passenger comfort and safety, and coordinated with security staff and the station controller to arrange ambulance support
- Ensured the 'WE CARE' initiative was upheld, effectively managing the incident without disrupting station operations
- Efforts were highly appreciated by the Operations Team for professionalism, presence of mind, and compassionate response
Timeline
Shift Supervisor
Maha Metro
02.2025 - Current
Customer Care Officer (CCO)
Maha Metro
05.2022 - 01.2025
Jr. Executive
SSA GEMS LLP
04.2019 - 04.2022
B.com - Commerce
Viva College of Arts, Commerce & Science.
HSC - Commerce
Viva College of Arts, Commerce & Science.
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