Swati Khanna
Sidcup,Greater London
Summary
Systematic Product Owner with a detail-oriented and thorough approach to defining requirements, outlining specifications, and working with team members to bring high-quality products for customers with five plus years of product owner/support experience and seven years of experience in customer support. Hands-on experience in digitization using Power Platform and ERP implementation in the Supply chain industry. Good planner and problem-solver with an in-depth understanding of product rollout and support life cycle. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
1
1
Certification
Work history
Product OWNER and BI Anayst
Bathroom Brands Group
09.2022 - Current
- Successfully implemented D365 using agile delivery method
- Worked closely with end-users to understand their needs and created tickets with user stories and business requirements
- Collaborated with third-party service providers
- Defined license requirements for all firm divisions and negotiated them with third-party vendors
- Created customized user profiles in D365
- The digitalization of company reports in Power BI using BI / DAX queries
- It includes on-time in full (OTIF) reports, return reports, customer service error measurement, unit budgeting, sales bonuses, and more in the Supply chain industry
- Power BI Development: Design, develop, and optimize advanced BI dashboards and reports using Power BI
- Ensure they are intuitive, efficient, and tailored to the client's needs
- I have hands-on experience working with Power BI gateway, data connectors, web, data modelling, and report/dashboard creation
- Prepared user guides to assist with user training and issue resolution
- Facilitating technical and functional discussions for D365 system analysis, troubleshooting, and configuration
- Create manual and automated testing scripts for user acceptance testing (UAT) for D365
- Integrated Power BI reports into Dynamics 365, generating e-tickets with user stories and business requirements for third-party service providers
- Defined the license requirements for the firm's divisions and negotiated them with third-party vendors
- Created customized user profiles in D365
- Good experience as a Product Owner with a hands-on knowledge of payment (Returns, Refunds, Bad Debts, etc.)
- Achievement: I did the entire suite of report digitization for warehouse, customer service, marketing, planning, and finance. It led to a decrease in the company's Returns credit by 50% from 2022 to 2023. Streamlining the HMRC filing for export and import reduced the filing time to one day at max.
Product OWNER and BI Anayst
Anthony Rowcliffe & Son Ltd
01.2022 - 08.2022
- ERP implementation and supervision
- Data migration, user story creation and user training
- Warehouse Management System(WMS) implementation and integration
- Defining the key features, specifications and requirements of the product based on customer feedback
- Assisting the marketing team with product launches and marketing campaigns
- Create quarterly, monthly, and weekly MI reports using SQL and Excel Pivot for the sales and marketing team.
- Migrated the Excel reports to Power BI reports using Power and DAX queries.
- Office 365 Licenses Migration and management
- Experience as a Product Owner with hands-on knowledge of payment (Returns, Refunds, labelling cost, etc.)
- I am responsible for new and existing IT Service vendor selection, onboarding, and management.
- Achievement: In five months, I successfully managed and implemented a warehouse management system for the Pick-up, Goods-in, and purchase departments.
Product owner/Application Support
Elior UK, Contract Catering
London
07.2021 - 11.2021
- Provide advice and recommendations to customers regarding the most effective application use
- Act as the link between the customer and the development team
- Monitor and troubleshoot automated tasks
- Providing high-quality customer service whilst working to set SLAs
- Ensuring that all IT incidents get recorded, resolved or escalated to the appropriate level
- Proactively target root causes to minimize the volume of incidents and help identify changes to the applications/processes to prevent ongoing problems
- Create quarterly, monthly, and weekly MI reports for the sales and marketing team using SQL queries, Power BI, and Excel
- Generation of sales reports in Power BI and migrated Excel reports
- Managing equipment requirements and sourcing for the stores.
Product Owner and CRM Manager
SFR Medical LTD (Client: NHS and Police forces)
London
09.2019 - 10.2020
- Provide training to the Hospital Police liaising officers and newly joined team members
- Designated business lead in the weekly CRM application requirements workshop
- This aims to define the customer journey mapping and capture all the critical information of the customer and organization
- Ensuring the quality of weekly and monthly reports generated by the Customer service team
- Monitor the tickets daily to ensure the customer relations team meets the SLAs
- Establishing the Police force-specific process documents and SLA matrix for the customer relationship team
- Ensure all communications are consistent across all channels, delivering an outstanding customer experience
- Undertake in-depth document review from the police force
- Exploring opportunities with the non-contracted hospitals and their Public liaising officers
- Feeding sales team with leads with contracting new Police forces based on the flow of cases and communication with the team
- Data Migration from Excel to the Microsoft CRM application
- Generate Quarterly, Monthly, and weekly MI reports for sales, CRM and marketing teams in Power BI
- Process the payment to the respective medical transcriptionists (doctors) and the hospitals
- Prepare the monthly reports for the Police head
- Leading the monthly meeting with the Police force, raising the team's concerns and ensuring timely resolution
- Train the team on GDPR guidelines and highlight and register any breaches.
Client onboarding for APAC and EMEA and Product Owner
BizTalk360
London
12.2015 - 09.2016
- Working on APAC and EMEA new corporate leads
- Understand the requirements of prospective clients, recording the client customization features for the security software
- Once agreed, raise the invoice request for the client
- Liaise with the customer by telephone, video call, or email for any queries on the estimates
- Assist the IT department in license key generation and other enquiries
- Managed the overdue invoices, ensuring the accounts were up to date and updating details in Sage.
Customer Service Administrator
Construction Support Line
London
04.2013 - 12.2015
- Extensive relationship support for private individuals and major companies in the construction industry
- Networking with new and existing clients, helping them with paperwork related to construction-related skill cards
- Facilitating the service to advise clients with matching trade qualifications and different test categories
- Manage existing relations and build new connections with clients and affiliates (CSCS, Skill Card, JIB, etc.)
- Managing the records of payment for clients and affiliates
- Getting them approved and processed by higher management on time
- Reply to client queries through email and resolve their issues
- It also involved calling agitated customers.
Customer Service Officer
NatWest Bank
London
02.2012 - 05.2012
KYC and Internet banking officer
State Bank of India
London
11.2011 - 01.2012
Corporate Banking Officer
ICICI BANK UK PLC
London
06.2011 - 11.2011
Census Collector
Office for National Statistics (ONS)
London
03.2011 - 05.2011
Assistant Operations Manager
HDFC Bank Ltd.
Mumbai
04.2008 - 01.2009
Education
Master of Business Administration - Finnce and IT
India
Skills
Business Area: Supply Chain, IT sales and service, NHS Medical and Police, Reconciliation, IT Support and Retail Banking
Certification
Google IT Support course from Google in 2021
Tools
D365 (Finance and Operations), SQL, Power BI/Power Plattform, DevOp, Phocass, Excel, Sage, Pimberly, Warehouse Management System (4Ware), PowerPoint, Dynamics GP, Breaz, Starchef, Microsoft CRM 365, Jira, DevOp.
Timeline
Product OWNER and BI Anayst
Bathroom Brands Group
09.2022 - Current
Product OWNER and BI Anayst
Anthony Rowcliffe & Son Ltd
01.2022 - 08.2022
Product owner/Application Support
Elior UK, Contract Catering
07.2021 - 11.2021
Product Owner and CRM Manager
SFR Medical LTD (Client: NHS and Police forces)
09.2019 - 10.2020
Client onboarding for APAC and EMEA and Product Owner
BizTalk360
12.2015 - 09.2016
Customer Service Administrator
Construction Support Line
04.2013 - 12.2015
Customer Service Officer
NatWest Bank
02.2012 - 05.2012
KYC and Internet banking officer
State Bank of India
11.2011 - 01.2012
Corporate Banking Officer
ICICI BANK UK PLC
06.2011 - 11.2011
Census Collector
Office for National Statistics (ONS)
03.2011 - 05.2011
Assistant Operations Manager
HDFC Bank Ltd.
04.2008 - 01.2009
Master of Business Administration - Finnce and IT
India
Similar Profiles
Habebu sheriffHabebu sheriff
Warehouse Supervisor at CROSSWATER BATHROOM BRANDS LTDWarehouse Supervisor at CROSSWATER BATHROOM BRANDS LTD
Lydia WalkerLydia Walker
Customer Liaison Coordinator at Crosswater Bathroom BrandsCustomer Liaison Coordinator at Crosswater Bathroom Brands
Pauline Fowler (Pepe)Pauline Fowler (Pepe)
Head of Marketing at Large Independent Kitchen and Bathroom GroupHead of Marketing at Large Independent Kitchen and Bathroom Group
Helen BaronHelen Baron
Secondary English Teacher at Townley Grammar SchoolSecondary English Teacher at Townley Grammar School
Daniel TaylorDaniel Taylor
Quantity Surveyor Internship at Playle and PartnersQuantity Surveyor Internship at Playle and Partners