Summary
Overview
Work History
Education
Skills
Timeline
Generic
Swathi More

Swathi More

Thane

Summary

Agile; sense of Customer Service; sense of priority; rigorous and organized; good knowledge of internal processes. Demonstrates exceptional communication skills coupled with proactive leadership abilities and strategic planning expertise. Committed to optimizing revenue streams, fostering customer loyalty, and enhancing team efficiency to drive profits and ensure long-term business sustainability. Adept at improving team productivity and contributing significantly to company profitability through efficient operations.

Overview

22
22
years of professional experience

Work History

Manager - Customer Service

Vendiman Private Limited
Mumbai
04.2014 - Current
  • Foster robust relationships with customers, prioritizing retention by addressing concerns promptly and consistently engaging them with a customer-centric approach to ensure satisfaction through exemplary service delivery.
  • Chair governance and cadence meetings with cross-functional teams (Operations, Finance, and Digital teams, ensuring alignment and coordination for optimal client support), fostering alignment on strategic objectives and facilitating seamless communication across departments.
  • Revitalize collaboration sessions with internal stakeholders to enhance service delivery standards and operational efficiency and foster collaboration among various departments within Vendiman to promptly respond to client requirements.
  • Collaborate with business development, internal delivery team to ensure client needs are met and issues are resolved promptly.
  • Provide insights and feedback from clients to internal teams to drive service improvements.
  • Manage PAN India contract renewals for client portfolios, ensuring timely execution by securing renewals and maximizing client retention. Cultivate partnerships and promote collaboration.
  • Supervise Customer Service and Client Care teams, emphasizing retention and customer satisfaction.
  • Publish Customer Support MIS reports, providing valuable insights for strategic decision-making.
  • Take ownership of client issues and inquiries, resolving them promptly and effectively
  • Maintain client data and handle escalations to ensure prompt resolution and uphold customer satisfaction.
  • Manage a portfolio of 100+ esteemed client accounts, building rapport and fostering relationships through consistent high-quality interactions.
  • Service Fee & collections from overdue list of clients.
  • Develop and execute strategies to expand accounts by identifying opportunities within strategic customer accounts.

Assistant Manager

Datamatics
Mumbai
02.2012 - 12.2013
  • Supervised & trained a dynamic team to perform a function of conducting research on the company details
  • Coordinated with the Voice validation process for smooth implementation of work
  • Ensured the deadlines were met Monthly reviews
  • Performance Management Monthly dashboards
  • Monthly Invoices & Regular audits.

Team Leader

First Advantage Private Limited
Mumbai
04.2004 - 11.2011
  • Handled a team of 18 team members
  • Quality analysis, monthly audits, and ensured the team is in compliance with the standards & ISO norms laid for the processes
  • Assisted the verification team by providing requisite information in order to obtain the required verification
  • Provided training to Operations (Front & Back end members), Lead team members, fostered their professional development & growth
  • Maintained attendance & scorecard data Provided monthly Dashboards
  • Client servicing & management, quality control & audits for various clients for a background screening - verification process
  • Provided monthly Business review.

Technical Support Associate

Wipro Spectramind Services Private Limited Mumbai
Mumbai
10.2003 - 04.2004
  • Attended to customer calls & provided solution to customer queries Established a verbal contract & gave appropriate resolution Provided regular feedback with the Member Education.

Customer Service Executive

Bharti Airtel
Mumbai
07.2003 - 10.2003
  • Attended to customer calls & provide solution to customer queries Established a verbal contract & gave appropriate resolution Provided regular feedback with the Member Education.

Tele Sales Executive

HDFC Bank (HBL Global)
Mumbai
10.2002 - 07.2003
  • Provided feedback of data given by the Banks to the customer
  • Co-ordinated between Sales Executive & the Bank to give maximum deals Handled documentation related to Credit cards
  • Provided information related to Bank products
  • Promoted new business & services and generated maximum business for the Company.

Education

PGP - Data Science and Business Analytics - Data Science and Business Analytics

Great Lakes Executive Learning
2023

Bachelor of Arts - Philosophy

Sathaye College - Mumbai University
04.2002

Diploma - Human Resources Management

Welingkar Institute of Mgt Development & Research
04.2002

Skills

  • Customer-Centric Approach
  • Client Engagement
  • Client Retention
  • Problem-Solving
  • Leadership & Communication
  • Cross-Functional Team Leadership
  • Stakeholder management
  • Amicable, Persistent & Adaptable
  • Strategic planning & execution
  • PAN India Contract Management
  • Employee background verification

Timeline

Manager - Customer Service

Vendiman Private Limited
04.2014 - Current

Assistant Manager

Datamatics
02.2012 - 12.2013

Team Leader

First Advantage Private Limited
04.2004 - 11.2011

Technical Support Associate

Wipro Spectramind Services Private Limited Mumbai
10.2003 - 04.2004

Customer Service Executive

Bharti Airtel
07.2003 - 10.2003

Tele Sales Executive

HDFC Bank (HBL Global)
10.2002 - 07.2003

PGP - Data Science and Business Analytics - Data Science and Business Analytics

Great Lakes Executive Learning

Bachelor of Arts - Philosophy

Sathaye College - Mumbai University

Diploma - Human Resources Management

Welingkar Institute of Mgt Development & Research

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