Summary
Overview
Work history
Education
Skills
Technical Skills
Projects
Accomplishments
Timeline
Hi, I’m

Shweta Chauhan

Birmingham
Shweta Chauhan

Summary

Results-driven professional with 9 years of extensive experience spanning Fintech, Managed Service Provider (L&D), SaaS, and E-commerce industries. Proven track record as an Operations Manager and Project Manager, adept at leading and motivating cross-functional teams to achieve operational excellence and strategic objectives. Skilled in quality analysis, data analysis, and process optimization to drive efficiency and enhance business outcomes. Known for strong leadership, client relationship management, and delivering impactful solutions that drive organizational growth and customer satisfaction in dynamic and competitive environments.

Overview

13
years of professional experience

Work history

NIIT UK
United Kingdom

Project Coordinator
08.2023 - Current

Job overview

  • Manage training logistics, including venue booking, equipment setup, and material preparation
  • Utilize Salesforce CRM (SFDC) to track training project metrics, manage client data, and generate performance reports
  • Manage multiple training projects simultaneously, ensuring all are delivered on time.
  • Act as the primary point of contact for clients, ensuring clear and consistent communication throughout the project lifecycle.
  • Liaise with external vendors to secure necessary resources and services.
  • Prepare detailed reports and presentations for clients, highlighting key outcomes and recommendations.
  • Implement process improvements to enhance the efficiency of training delivery.
  • Coordinate communication between trainers, participants, and management, ensuring smooth training delivery.
  • Coordinate cross-functional teams to align project tasks with strategic objectives.

Branch International Financial

Operations Lead
03.2021 - 08.2023

Job overview

  • Spearhead operations and quality assurance initiatives, overseeing a team of 20+ professionals to ensure high standards of service delivery and operational excellence
  • Supervised daily operations, acting as point of contact for any queries or obstacles.
  • Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive staff development.
  • Prepare comprehensive reports and presentations for senior management, providing insights into operational performance and strategic recommendations
  • Collaborated with Engineering and development teams to integrate new fintech solutions, streamlining operations and improving customer experience
  • On-boarding and training new employees along with imparting training to the operations team
  • Actively involved in performing KYC of the customers as a part of loan review team
  • Setup monthly 1:1 meeting with team members to discuss their progress and discuss issues of importance.
  • Communicated with cross-functional teams to address customer service challenges.

Zepo Technologies

Key Account Manager
01.2018 - 12.2018

Job overview

  • Lead the customer onboarding process, ensuring a seamless transition and high adoption rates
  • Collaborate with sales, product, and support teams to address customer issues, gather feedback, and implement improvements
  • Provided first-class client services, from onboarding to daily account management.
  • Manage a portfolio of 50+ SaaS customers, ensuring they achieve their business goals and maximize the value of the product.
  • Analyse customer usage data and create reports to identify trends, opportunities for upselling, and areas for product enhancement.
  • Resolved client complaints quickly and used feedback to improve account management services.
  • Identified at-risk accounts and implemented proactive measures to mitigate churn, achieving a 90% renewal rate.
  • Gathered and analysed customer feedback to drive product development and improve customer experience.


MMW Ethnics

Operations Manager - eCommerce
12.2014 - 09.2017

Job overview

  • Developed relationship with Ecommerce partners and ensured stock availability and fill rate of 90% with marketplaces.
  • Supervised daily operations, acting as point of contact for any queries or obstacles.
  • Actively coordinated with designing, manufacturing and operations team members and got the products live on marketplaces
  • Managed content and customer queries on various portals and finalized ancillary services such as photo-shoot, content writing, social media and designing.
  • Led overall direction, coordination and evaluation of department functions.

Snapdeal

Account Manager
07.2012 - 10.2014

Job overview

  • Worked as the single point of contact for the category and sellers and performed end to end account management and ensured onboarding of new sellers
  • Drove monetization in terms of digital advertisement revenue from the sellers.
  • Delivered exceptional customer service, addressing customer queries and handling customer complaints.
  • Built rapport with new and existing customers to boost client retention.
  • Negotiated best-possible prices for maximised profit levels.

Barclays Shared Services

Fraud Analyst
08.2011 - 05.2012

Job overview

  • Analysed transaction data to detect trends and anomalies, reducing instances of fraud.
  • Utilised fraud-detection models to flag and research fraudulent activity.
  • Monitored accounts and transactions to detect fraudulent activities.

Education

Singhania University
India

BBA

Skills

  • Project Coordination
  • Scheduling and Planning
  • Data Analysis and Reporting
  • Quality Assurance
  • SaaS Solutions
  • Operations Management
  • Cross-Functional Collaboration
  • Client account management
  • Upselling and Cross-selling
  • Team Leadership
  • Communication and Presentation
  • Client onboarding procedures
  • Vendor management

Technical Skills

  • CRM Platforms: Salesforce
  • Communication & Collaboration: Microsoft Teams, Slack, Zoom
  • Data Analytics: Excel, SQL
  • Customer Support Tools: Zendesk, Freshdesk
  • Documentation & Reporting: Google Analytics, Microsoft Office Suite

Projects

  • Identified and analyzed problems encountered by app users, suggested modifications to the app, resulting in a decreased drop-off rate in the user funnel and shorter customer wait times.
  • Enhanced the quality auditing procedure by introducing a new method for conducting in-app chat audits for the team.

Accomplishments

    Branch Ops Ninja Award

  • Awarded for being the best performer in Quarter 4, 2022, demonstrating exceptional operational excellence and leadership skills.

    • Branch Spot Award - September 2021

  • Recognized as the best performer of the month for September 2021, showcasing outstanding contributions to team success and operational efficiency.

    • Branch Spot Award - August 2022

  • Received for reducing customer drop reasons and providing valuable recommendations to the Engineering team, significantly improving customer experience and product functionality.

Timeline

Project Coordinator

NIIT UK
08.2023 - Current

Operations Lead

Branch International Financial
03.2021 - 08.2023

Key Account Manager

Zepo Technologies
01.2018 - 12.2018

Operations Manager - eCommerce

MMW Ethnics
12.2014 - 09.2017

Account Manager

Snapdeal
07.2012 - 10.2014

Fraud Analyst

Barclays Shared Services
08.2011 - 05.2012

Singhania University

BBA

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