SWETHA NAGVANSHI
Hyderabad
Summary
Knowledgeable and dedicated professional with over ten years of experience in various roles. Demonstrated abilities in analytical problem solving and a talent for boosting operational efficiency. Adept at collaborating with team members, stakeholders, and leaders to resolve control and operational issues that are impeding business operations. Dedicated to increasing organizational efficiency through training, monitoring, and morale-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Seller Support T4 Associate
Amazon Development Centre India Pvt. Ltd
11.2015 - Current
- Responds to Associate support requests (i.e., Seller Escalations, SIMs and Andon Cords) in real time providing education to associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller/vendor experience
- Strong understanding of support processes – SLA,handling tickets, monitoring, processes and metrics
- Identified, developed and implemented necessary process improvements for key initiatives.
- Liaise with other departments such as Customer Service, Business teams, CPM, CIM, ESR, Merchant Investigations, or Payments teams to determine process ownership and develop standardized documentation of SOPs, policies and procedures.
- Lead small to medium sized projects from initiation to resolution, focused on internal business operations improvements, Selling Partner facing products/processes, and updates that impact Selling Partner Support which includes:
- tracking project progress ensuring timely delivery of final product
- leading discussions with all involved stakeholders to scope needed changes
- communicating any changes or updates to the Change Integration Management team and conduct any needed trainings across all locations.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Trained and coached existing and new employees on multiple investigative case types and internal control processes.
Retail Banking Associate
BA Continuum India Pvt Ltd
02.2014 - 10.2015
- Resolved escalated issues with customer transactions to facilitate improved process flow and encourage good customer relations
- Performed teller, personal banking functions during high-volume business periods to offer expeditious service to customers
- Pursued new retail and commercial account growth to enhance bank's market position
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Handled various accounting transactions.
- Engaged employees in business processes with positive motivational techniques
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
- Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Upheld strict financial controls by keeping funds secure and accurately transferring monies
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Executive Sales Support
Next Education India Pvt Ltd
07.2012 - 01.2014
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs
- Excellent attention to detail and problem-solving skills
- Built relationships with customers and community to establish long-term business growth.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives
- Mentored colleagues and trained on methods for handling various aspects of sales, complicated issues and difficult customers
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Documented customer complaints and completed corrective action requests.
- Delivered in-depth information on product features so customers could make educated decisions before purchase
- Kept orderly and accurate accounting records by monitoring sales documentation
- Promoted products or services to each customer to consistently achieve sales targets.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Back Office Process Officer
Knoah Solutions Pvt Ltd
05.2011 - 05.2012
- Track, listen, summarize, alert, report, and coach on all phone data analytics to help car dealers drive more call-to-appointment conversions
- Maintained logs of incoming dictation projects and transcription records
- Reviewed and edited transcribed reports and corrected material for spelling, grammar and clarity
- Drove actionable insights for dealerships to improve their digital and voice communications for greater conversion of lead to appointment
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Leveraged sales expertise to promote products or services and capitalized on upsell opportunities
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Met all confidentiality guidelines as directed by company
- Tracked and documented processes, communications and report status to remain organized and meet deadlines.
Education
Bachelor of Science - Microbiology, Chemistry & Computer Applications
Pragathi Degree College For Women
Hyderabad12.2013
Board of Intermediate Education - Biology, Physics And Chemistry
New Era Junior College
Hyderabad04.2008
The Board of Secondary Education -
Amaravathi Grammar High School
Hyderabad05.2006
Skills
- Process Improvement Strategies
- Training Implementation
- Quality Improvement
- Problem Resolution
- Stakeholder Engagement
- Continuous process improvements
- Microsoft Word
- Lean Six Sigma Foundations
- Interpersonal, verbal and written communication
- Customer Relationship Management
- Project Management Abilities
Personal Profile
Name: Swetha Nagvanshi
Father's name: Raju Nagvanshi
Date of Birth: 10-01-1991
Marital Status: Married
Gender: Female
Nationality: Indian
Language Proficiency: English, Hindi, Telugu & Marathi.
Current Address: Plot no: 15, Kranti Colony, Road no: 1, Street no: 11, Chengicherlla, Hyderabad - 500092.
I hereby declare that the information furnished above is true as per my knowledge.
Yours Sincerely,
Swetha Nagvanshi.
Timeline
Seller Support T4 Associate
Amazon Development Centre India Pvt. Ltd
11.2015 - Current
Retail Banking Associate
BA Continuum India Pvt Ltd
02.2014 - 10.2015
Senior Executive Sales Support
Next Education India Pvt Ltd
07.2012 - 01.2014
Back Office Process Officer
Knoah Solutions Pvt Ltd
05.2011 - 05.2012
Bachelor of Science - Microbiology, Chemistry & Computer Applications
Pragathi Degree College For Women
Board of Intermediate Education - Biology, Physics And Chemistry
New Era Junior College
The Board of Secondary Education -
Amaravathi Grammar High School
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