Shaveta Kunwar
Swanley
Summary
Astute Business Operations Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence.
Overview
16
16
years of professional experience
Work History
Business Operations Manager
Hitachi Solutions Europe Limited
London
10.2017 - Current
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Trained new hires, providing information and insight into corporate policies and procedures.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Worked in tandem with [Job title] to better understand business process and initiate improvements, helping company achieve goals.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Change Manager
Hitachi Solutions Europe Limited
London
10.2015 - 07.2018
- Planned and delivered functional changes as per client requirements.
- Delivered unit estimates within agreed OLA.
- Planned and delivered mandated Microsoft Dynamics upgrades and technical releases across client portfolios to meet client priorities without affecting live service.
- Built end-to-end processes to manage customized deployments.
- Escalated change delivery budget or timeframe concerns to Service Delivery Managers.
- Delivered processes that are efficient and cost effective.
- Established and refined service delivery processes.
- Setup 24/7 global offshore team in India saving significant costs to the company.
- Involved in hiring and training the new employees for the service desk team.
- Maintained high customer satisfaction levels.
- Implemented and managed all parts of the client engagement – entry, service, liaison, ISP, exit, transition.
- Ensured service related documentation is accurate and kept up-to-date at all times.
- Ensured quality of practice meets contractual requirements, legal obligations and organizational policy and procedures.
- Provided an effective on-call response service supplemented by qualified team members.
- Provided accurate and timely service activity information to Operations Manager
- Ensured all staff in area of responsibility are supported to maintain excellence in service delivery
- Identify and elevate issues affecting achievement of service delivery objectives and continually improve services.
- Coordinate and participate in monitoring, review and auditing processes related to service delivery.
- Expertise in Incident Management. Using SCSM ticketing tool and Team Foundation Server to manage and resolve production issues.
- Build MI reports and service delivery reports.
Technical Support Engineer
Computer Science Corporation
Hyderabad
11.2008 - 12.2012
- Account lead for Motorola client, ensuring all engagements delivered within agreed SLA.
- Managed a team of eight people effectively allocating work, managing Incidents, problems and change releases.
- Create procedure documents, manage client engagement and ensure SLA met at all times.
- Provide SME support to team members in case of complicated high risk issues.
- Ensure all team members are up to date with changes through timely training, feedback and effective communication.
- Managed crisis calls for high priority incidents and service breakages.
- Perform process improvement through best practices outlined in ITIL framework.
- Attend project meetings with stakeholders and update on priority incidents and upcoming changes.
- Created reports to track the progress of the project and documenting business requirements.
Technical Support Expert
Dell International Services
Gurgaon
05.2006 - 09.2008
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved UK customer technical issues related to PC, Laptop and Printers issues in a clear, courteous and straightforward manner.
- Trained new hires through a structured process of classroom training, Mentoring, Coaching, Daily reviews and Huddles.
- Role included installing software, repair or install operating systems and troubleshoot hardware issues.
- Managed call flow and responded to technical support needs of customers.
- Ensuring uniformity in understanding process, On-floor Requirements Productivity, Policy and Procedures.
Technical Support Agent
Convergys India Private Limited
Gurgaon
08.2004 - 07.2006
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Use core XP tools to resolve customer queries. Help resolve internet setup and other networking issues..
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Install and repair Microsoft Windows Operating systems.
Education
Bachelor of Science - Computer Science
Beant College of Engineering And Technology
India12.2006
Skills
- ITIL V3 certified
- Microsoft 365
- Dynamics Customer Engagement
- Dynamics Finance and Operations
- Power Bi
- SCSM/Service Now/Remedy
- Administrative Management
- Document Management System Software
- Business Forecasting
- Process Development and Streamlining
- Supplier Monitoring
- Problem Anticipation and Resolution
Accomplishments
- Collaborated with team of 4 in the development of Project Rodin (Integration between case management and Finance Software).
- Achieved efficiency by introducing Microsoft Planner for Service Transition and Operations tasks.
Timeline
Business Operations Manager
Hitachi Solutions Europe Limited
10.2017 - Current
Change Manager
Hitachi Solutions Europe Limited
10.2015 - 07.2018
Technical Support Engineer
Computer Science Corporation
11.2008 - 12.2012
Technical Support Expert
Dell International Services
05.2006 - 09.2008
Technical Support Agent
Convergys India Private Limited
08.2004 - 07.2006
Bachelor of Science - Computer Science
Beant College of Engineering And Technology
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