Swati Sahu
Bangalore
Summary
Experienced professional adept in training coordination, customer service, and financial management, seeking a role in Learning Development. Skilled in hosting both virtual and in-person training sessions, managing logistics, and coordinating pre and post-session activities. Proficient in virtual reality environments and certified as a MESH Moderator. Demonstrated expertise in credit portfolio management, customer relations, and sales within the banking sector. Known for exceptional customer service, dispute resolution, and driving revenue growth through cross-selling. Collaborative team player with a track record of achieving organizational goals. Ready to contribute expertise in learning delivery and learning and leadership development to drive organizational success
Overview
19
19
years of professional experience
Work History
Business Interlock Senior Analyst
Accenture Solutions Pvt. Ltd.
Bangalore
10.2021 - Current
- Collaborate closely with Training Delivery Advisors, Business Interlock, Learning and Leadership Delivery Partner, and Stakeholders to fulfill training requirements for classroom, Hybrid, and Omni Connected trainings for the India market unit, including sourcing venues, materials, and onsite support
- Certified and experienced in hosting Virtual Instructor-led trainings through Microsoft Teams and zoom since Oct 2021
- Successfully hosted short and 2-day long sessions, including New Joiner Orientation programs for Accenture Global employees
- Managing ILT sessions across Bangalore
- Managing pre and post session activities for all the NJX session (vILT and ILT)
- Arranging logistics setup for all sessions which also includes catering, stationary, welcome kit, AV etc
- Co-ordinating with the facilitator team and the guest faculties for the respective session’s and making sure everything is in place
- Collaborating with Conducted sessions and activities in Altspace VR as a Park Ranger/Moderator – Guiding the learners to download, solve tech issues, Navigate, and explore the Worlds within VR space
- Certified MESH Moderator and managing the sessions in the Mesh platform.
- Performing the quality check for the internal team member activities and conduct cross training if required
- Managing NJX content by making sure all new updates are reflecting on the NJX channel. Collaborate with the Faculty Experience team for the same.
- Coordinating with Event planners for venue set up/ catering/ AV and other requirements.
- Reviewing the quotes and getting signed off from business
- Enabling new team members for the NJX process
- Performing venue audits at Accenture facility to make sure the venue is ready for conducting classroom sessions
Collections Analyst
Oracle India Private Limited
Bangalore
05.2012 - 12.2013
- Responsible for collection of receivables using established collection procedures on a portfolio of customer accounts in Canada and UK region, maintaining a smooth functioning of credit portfolio and providing effective services to internal and external customers
- Have got exposure to the top customers of these regions
- Interface with a variety of functional areas at various business sites related to customer disputes, unapplied cash, invoice copies, proof of deliveries, contract/PO issues, etc
- Conduct business in a manner that promotes both internal and external customer satisfaction
- Perform portfolio analysis, identify risks, and recommend leverage strategies
- Accountable to ensure closure and conclusion of every assigned invoice with an appropriate outcome
- Worked with multiple internal teams to resolve probable disputes and bring timely resolution for customer
- Consulting Calls with RM’s to ensure closure on aged invoices and MOM.
NRI Service - Senior Officer
ABN AMRO BANK N.V. (Now RBS)
Delhi
06.2009 - 03.2010
- Resolve all client queries or requests for products and services within the given timelines
- Seek out ways to increase client satisfaction
- Identify opportunity for cross-sell of new products and services to existing customers
- Generate referrals from existing customers
- Constant interaction with allocated portfolio, to meet sales targets
- Personally indulge in branch NR sales campaigns
- Identify VGPB prospects from walk-in clients/ allotted base - forward to RMs
- For deepening
- Support other branches.
Internship
Bank of India
London
12.2008 - 01.2009
- Processed all customer requests in the branch including, Telegraphic Transfers, Mail Transfers, drafts and cheques in different currencies and also entered the swift and passed debit and credit vouchers for the same
- Prepared monthly closing reports and dealt with daily marking off of P&L statements and balance sheets
- Involved in preparation of proposals, letters, memorandums, etc
- Managed all internal and external correspondence of the branch
- Advised and solved customer queries and issues.
Fraud Detection Analyst
HSBC HDPI
Bangalore
11.2004 - 07.2007
- Analysing fraudulent activities on customers’ credit/debit cards and providing relevant details to Risk Management
- Addressing customer complaints and providing appropriate solutions whilst retaining good business relations with HSBC customers
- Identifying areas of development in product knowledge in the team and helping them to develop team knowledge through refreshment training sessions.
Customer Service Executive
HSBCnet
Bangalore
11.2004 - 07.2007
- Helped customers understand the product which also included providing Technical Assistance to make the product compatible and easy to use on the customer’s system
- Assisted customers in all Banking Related modules and customizing the same which best suited their business
- Assisted the team members in handling complicated customer issues and provided the right solutions while handling incoming calls
- Played an important role in improving procedures and providing feedback for product development
- Supported incoming fresh batch of trainees, provided them with mentoring, call coaching and troubleshooting for any problems related to the product.
Education
MBA: Master of Business Administration -
University of Liverpool
BCA: Bachelor’s in computer applications -
Jyoti Nivas College
Commerce: +2 - CBSE Board -
Maharani Gayatri Devi Girls’ School
Commerce: Schooling - ICSE Board -
Bishop Westcott Girl’s School
Skills
- Training Delivery
- Virtual Instructor-led trainings
- Microsoft Teams and Zoom
- ILT and vILT sessions management
- Learning Management Systems
- NJX session management
- Event coordination
- Venue sourcing
- Catering management
- Facilitator coordination
- Park Ranger/Moderator in Altspace VR and Mesh platform
- Leadership session management
- Stakeholder management
- NJX content management
- Procurement coordination
- Venue audits
- Customer dispute resolution and satisfaction enhancement
- Cross-selling of products and services to existing customers
- Client query resolution within timelines
- Survey Management
- Virtual Learning Management
- Orientation and Onboarding
- Leadership Development
- Quality Assurance
- Classroom experience
- Team Collaboration
- Excellent Communication
- Analytical Thinking
- Team-building activities
- Problem-solving abilities
- Time Management
- Teamwork and Collaboration
- Effective Communication
- Written Communication
Accomplishments
- I have received Star of Business Award in April23 from Accenture
- Successfully submitted and implemented multiple ideas for the betterment of the process at Acctenure
Timeline
Business Interlock Senior Analyst
Accenture Solutions Pvt. Ltd.
10.2021 - Current
Collections Analyst
Oracle India Private Limited
05.2012 - 12.2013
NRI Service - Senior Officer
ABN AMRO BANK N.V. (Now RBS)
06.2009 - 03.2010
Internship
Bank of India
12.2008 - 01.2009
Fraud Detection Analyst
HSBC HDPI
11.2004 - 07.2007
Customer Service Executive
HSBCnet
11.2004 - 07.2007
MBA: Master of Business Administration -
University of Liverpool
BCA: Bachelor’s in computer applications -
Jyoti Nivas College
Commerce: +2 - CBSE Board -
Maharani Gayatri Devi Girls’ School
Commerce: Schooling - ICSE Board -
Bishop Westcott Girl’s School
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