Swati Dwibedi
Summary
Dynamic HR professional with data analysis expertise, skilled in recruitment management and onboarding program development. Proven ability to drive change initiatives and enhance employee relations, contributing to a positive organizational culture.
Overview
15
15
years of professional experience
Work History
Analyst
Tata Consultancy Services
06.2020 - Current
- I joined as an analyst at TCS for the renowned U.S. client Citibank. Later, in six months, I took a vertical movement based on my education, efficiency, and passion for working in the HR domain.
- Advanced into the corporate HR function, covering multiple HR sub-domains such as Project HR, Separations, Onboarding, and presently in Recruitment.
- Being an HRBP, I used to collaborate with business leaders to align HR strategies and initiatives with overall business objectives. Partner on workforce planning, talent acquisition, retention, and succession planning. Address and resolve employee grievances, conflicts, and disciplinary issues. Support performance review processes, set goals, and help develop employees. Drive change initiatives, support restructuring, and promote a positive organizational culture. Analyze HR metrics, like turnover and engagement, to identify trends and recommend solutions. Ensure the organization complies with labor laws and HR regulations. Coach managers on leadership, employee relations, and performance management. Work with HR centers of excellence (e.g., Learning & Development, Compensation) to deliver tailored solutions.
- Worked in Separation, wherein I used to help all the resigned employees in completing the exit formalities. I was helping them complete their formalities by submitting all the required retiral documents before the last date, and getting their approvals from all the required departments in order to process their F&F. Generating the payment and chasing the same from all the absconded, BGC-negative, and terminated employees. Processing the documents and helping the retiring employees from the start of the separation process until it is finalized.
- Worked in the onboarding team as an HR onboarding specialist. This role includes guiding new hires through their transition into an organization by managing administrative tasks like paperwork and benefits enrollment, and by helping them integrate socially and culturally. Key responsibilities include developing onboarding programs, coordinating orientation sessions, providing company policy overviews, and serving as the main point of contact for new employees to ensure a positive and productive start. Also, I worked as a point of contact between the BGC team and the candidate, so it included initiating the BGC process for the candidate and helping BGC in the verification of documents and information provided by the candidate. Providing the requested details to the BGC team by connecting with the candidate in order to lead to the completion. Checking the status and marking the BGC as Positive/Negative.
- Currently working in recruitment and operations in the LSHC unit of TCS. Handling the complete recruitment cycle and all types of recruitments, i.e. EP Hiring, Vendor Hiring, Vendor Recruitment. Working with the sourcing plan, and arranging the interviews and the panels for the candidates. Working in the completion of the interviews successfully after collecting the feedback from the panels and sharing it with the other team to process it further. Helping panels in completing the ties in the system. Getting MAC and Dispension approvals from the higher leadership team. Helping the team to process the offer by sharing the RGS ID with them. Helped in the onboarding process for all the new joiners at LSHC. Guiding the employees in completing the mandatory training before they join the project. Helping the employees to initiate the appraisal cycle and complete the speed feedback.
Technical Support Representative
TechMahindra
08.2017 - 12.2019
- Provided technical support for software and hardware issues.
- Assisted customers in troubleshooting connectivity problems.
- Documented customer interactions in the ticketing system.
- Collaborated with teams to resolve complex technical issues.
- Educated users on product features and functionalities.
- Managed incoming support requests via phone and email.
- Escalated unresolved issues to senior technical staff.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Provided technical assistance to customers through phone, email and chat support.
- Resolved escalated customer service issues in a timely manner.
- Documented all activities related to technical support including processes, updates, changes made.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
- Served as first point of contact for incoming technical service calls and emails.
- Supported customers with online billing, access, and account issues.
- Monitored customer feedback to ensure high levels of satisfaction.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Demonstrated advanced product knowledge to solve customer issues.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Provided training and guidance to junior staff members as needed.
- Participated in special projects as assigned by management team.
Senior Customer Care Executive
EXL Services
03.2013 - 05.2015
- Worked with the renowned U.K. client known as DLG (Direct Line Group). They are into insurance Domain.
- The role included processing Insurance claims for the B2B clients.
- Trained new staff on customer service procedures and policies.
- Handled escalated customer complaints with professionalism and patience.
- Collaborated with teams to improve service delivery processes.
- Maintained up-to-date knowledge of products and services offered.
- Utilized CRM software to track customer interactions effectively.
- Provided feedback to management on customer trends and concerns.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Conducted process training for new hires.
- Responded promptly to inquiries from customers about products or services.
- Updated system with order specifics and customer details, preferences, and billing information.
- Led on- and off-site customer support teams across multiple time zones.
Process Associate
Genpact
08.2010 - 10.2012
- Worked in an international BPO with the world-renowned client GE Money. It was an Australian inbound customer care banking process.
- My role was to attend the customer calls and answer their queries related to their GE Money account. Managed transition to newly acquired contract for Genpact after demonstrating strong performance.
Supervised a team of 15 individuals, promoting teamwork and accountability.
Conducted onboarding sessions to familiarize new team members with subprocess objectives.
Streamlined communication channels within the team to improve workflow effectiveness. - Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers through phone conversations.
- Managed time effectively to ensure tasks were completed on schedule, given TAT.
- I received a lot of appreciation certificates for good performance and maintaining AHT (Average Handling Time), NPS (Net Promoter Score), and C-Sat.
Education
PGDHRM - Human Resources Management
Indira Gandhi Open University
05-2013
PGDM - Diploma in Management
Indira Gandhi Open University
05-2012
BBA - Commerce
Annamalai University
Chennai04-2010
High School Diploma -
Kendriya Vidyalaya
Agra(u.p.)03-2007
High School Diploma -
Kendriya Vidyalaya
Agra (u.p)03-2005
Skills
- Data analysis
- HR strategy alignment
- Recruitment management
- Onboarding program development
- Employee relations
- Customer relationship management
- Conflict resolution
- Performance evaluation
- Team collaboration
- Change management
- Effective communication
- Problem solving
- Attention to detail
- Time management
Languages
English
Proficient (C2)
C2
Timeline
Analyst
Tata Consultancy Services
06.2020 - Current
Technical Support Representative
TechMahindra
08.2017 - 12.2019
Senior Customer Care Executive
EXL Services
03.2013 - 05.2015
Process Associate
Genpact
08.2010 - 10.2012
PGDHRM - Human Resources Management
Indira Gandhi Open University
PGDM - Diploma in Management
Indira Gandhi Open University
BBA - Commerce
Annamalai University
High School Diploma -
Kendriya Vidyalaya
High School Diploma -
Kendriya Vidyalaya