Swetlena Cellini
Goa
Summary
Results-oriented professional with a Bachelor's degree in Botany and Zoology. Proven track record of optimizing operations, leading teams, and delivering exceptional customer service. Adept at developing and implementing efficient processes to enhance productivity and profitability. Strong communication and leadership skills.
Overview
3
3
years of professional experience
Work History
Operations Head
FrontCart India
01.2023 - Current
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Developed, implemented, and reviewed processes and procedures to meet quality standards.
- Optimized day-to-day activities and streamline workflows to enhance profitability.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Deputy Operations
EnigmaSoft Technologies Private Limited
04.2022 - 11.2022
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
- Analyzed and reported on key performance metrics to senior management.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Senior Quality Assurance Executive
EnigmaSoft Technologies
03.2021 - 04.2022
- Performed root cause analysis to identify and resolve quality issues and defects.
- Analyzed service incident data, emails, voice clips, and customer surveys to identify areas of improvement.
- Conducted mock calls with new hires to assess readiness for support roles.
- Developed and conducted targeted training sessions to address service quality deficiencies.
- Performed compliance monitoring audits and created training curriculum to enhance staff performance.
Education
Bachelor of Science - Botany And Zoology
St. Xavier's College (Autonomous)
Mumbai, Maharashtra03.2019
Skills
- Systems Assessment and Improvement
- Staff Coaching and Training
- Soft Skills Training
- Customer Service
- Effective Communication
- Research and Documentation
- Records Organization
- Multitasking Abilities
- Attention to Detail
Timeline
Operations Head
FrontCart India
01.2023 - Current
Deputy Operations
EnigmaSoft Technologies Private Limited
04.2022 - 11.2022
Senior Quality Assurance Executive
EnigmaSoft Technologies
03.2021 - 04.2022
Bachelor of Science - Botany And Zoology
St. Xavier's College (Autonomous)
Languages
English, Hindi,
Languages
English, Hindi,
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