Swati
New Delhi
Summary
Strategic operations professional with a strong background in customer service, team collaboration, and staff training. Specialises in customer relationship management and solutions-oriented problem-solving, ensuring compliance and customer satisfaction. Manages multiple tasks while mentoring junior staff and driving team performance to achieve business goals.
Overview
11
11
years of professional experience
Work History
Sr. Associate Operations
WNS Global Services Pvt. Ltd.
Gurugram, India
03.2025 - 05.2026
- Increased customer satisfaction by resolving travel inquiries and providing accurate flight details.
- Streamlined reservation and ticketing management processes for improved operational performance.
- Resolved customer issues promptly, ensuring a positive experience and fostering loyalty.
- Maintained service quality while managing concurrent conversations.
- Ensured compliance with airline policies and procedures for optimal service delivery.
- Trained junior associates in proper procedures, team policies and strategies for success.
Sr. Representative Operations
Concentrix (Convergys India Services Pvt. Ltd.)
Gurugram, India
02.2024 - 02.2025
- Resolved customer queries regarding telecom and internet services, ensuring clarity and satisfaction.
- Facilitated cross-selling and up-selling of additional services, contributing to revenue growth.
- Trained new representatives, sharing knowledge and best practices to improve overall team performance.
- Trained new representatives, sharing knowledge and best practices for better team performance.
- Demonstrated strong communication and time management skills to meet and exceed sales targets.
- Managed customer enquiries and provided detailed information on services to enhance satisfaction.
Customer Services Specialist
Infinity Retail Ltd. (Croma)
10.2021 - 12.2023
- Identified customer needs and resolved issues, enhancing customer satisfaction.
- Facilitated cross-selling and up-selling of products, contributing to revenue growth.
- Focused on digital product sales and point-of-sale handling.
- Tracked high shrinkage articles on a daily basis.
- Provided training for new joiners and conducted SOP audits.
- Maintained up-to-date knowledge of product offerings, promotions, and policies.
- Established rapport with customers through phone, messages, and in-person interactions, fostering positive relationships.
Team Leader Cash-Operations
Future Retail Ltd. (Big Bazaar)
07.2015 - 10.2021
- Organised and guided tasks to achieve BBPC card objectives and drive operational goals.
- Supported customer interactions through high-quality service and prompt issue resolution.
- Handled cash transactions and managed cashier activities.
- Coordinated staff scheduling and motivated team to meet business objectives.
- Observed loss prevention and shrinkage reduction processes.
- Supported backend operations by facilitating auditing, reconciliation, and payment matching.
- Maintained records for compliance and reporting.
Education
M.Com -
IGNOU
New Delhi, DL01-2019
B.COM -
University of Delhi
New Delhi, DL01-2017
Computer Operator & programming Assistent. -
ITI Tilak Nagar
01-2014
Skills
- Process optimisation
- Client management
- Staff training
- Solutions-focused
- Team collaboration
- Interpersonal skills
- Positive mindset
Leisure Interests
- I like to paint and draw.
- I like music. listing and singing.
- also, I like to reading fiction novel for a escape
Timeline
Sr. Associate Operations
WNS Global Services Pvt. Ltd.
03.2025 - 05.2026
Sr. Representative Operations
Concentrix (Convergys India Services Pvt. Ltd.)
02.2024 - 02.2025
Customer Services Specialist
Infinity Retail Ltd. (Croma)
10.2021 - 12.2023
Team Leader Cash-Operations
Future Retail Ltd. (Big Bazaar)
07.2015 - 10.2021
M.Com -
IGNOU
B.COM -
University of Delhi
Computer Operator & programming Assistent. -
ITI Tilak Nagar