Swati Gupta

Curriculum Vitae Swati Saini Address: J-269 Street No-3, Shivaji Marg, Kartar Nagar, Delhi-110053 E-mail: -Telephone: - OBJECTIVE To serve the organization with the best of my ability and efforts and gain success with the experience that I have acquired from time to time. EDUCATIONAL QUALIFICATION Graduation in B.Com from Delhi University. ABILITIES Knowledge of MS Office (Excel, Word, PowerPoint) Good Inter and Intra Personal Skills Leading the Team to drive changes Having Solution driven approach with decision making ability keeping all responsibilities and liabilities in mind EXPERIENCE SUMMARY Last Employer: Genius Consultant Onsite Client: Viom Networks Pvt. Ltd. (Corporate Office) Project: Vendor Helpdesk About the project: Vendor HelpDesk (VHD) assists the company in tracking the vendor invoice travels through the departments in the company for approvals while monitoring the SLA committed to the vendor for payment. This is mainly set up to handle large volumes of vendor invoices or as a help to a centralized payable process running in corporate. Role and Responsibilities Analyze the invoice details as per the purchase order and necessary steps if details are not as desired or inappropriate. Managing invoices and ensuring timely payment to the respective vendors within define timelines or Payment Term. Tracking invoices issued by the vendor cleared in GRN (Goods Received Notes). Tracking that before the payment, invoice cleared all the GR (Goods Receipt) and IR (Invoice Receipt). Doing three way match in SAP, it’s an accounting control that ensures that the purchase order, inventory receipt, and invoice all match in terms of product, quality, quantity and price. Have knowledge about the P to P (Procure to Pay) process, it’s a process which starts from finding of vendor or supplier form the market and end with the payment. It includes various activities like finding the vendor, ask for quotation, placing the order and raising the purchase order. Employer: Tech Mahindra Joined Tech Mahindra as a Process Trainer Process: TATA DoCoMo Profile To conduct process knowledge training to New Hired Induction batches. To monitor daily performance of aligned resources during different phases of training i.e. Daily Assessment, OJT and Certification. Responsible for driving all process KPIs post handover the advisors to operations i.e., during their nesting or 0-30 days period. To conduct Ice Breakers or employee engagement activities. Conduct training follow up session and measuring effectiveness of training. Prepare content basis the inputs received from quality as TNI (training need Identification). Conduct refresher trainings basis TNI Content and ensure improvement in the desired metrics. Ensure accurate, timely and efficient analysis of all reports pertaining to the trainee’s performance during the course or training. Preparing PKT (Process Knowledge Test) for new hires and existing agents. Analyzing and managing necessary training data to yield effectiveness and drive positive changes. Assigned the role of Mentor to pass on the leanings, experiences and knowledge to the new hire trainers. Helping other trainers with their routine activities along with data management and analysis. To disseminate new or regular updates to the floor. Managing knowledge data base basis the inputs or updates received from respective Clients/ Spocs. Responsible for driving all process KPIs post handover the advisors to operations i.e., during their nesting or 0-30 days period. Employer: Aegis Ltd. Erstwhile Teletech Services (India) Pvt. Ltd. Process: Airtel Inbound Role: Process Trainer To conduct process knowledge training to New Hired Induction batches. To monitor daily performance of aligned resources during different phases of training i.e. Daily Assessment, OJT and Certification. Responsible for driving all process KPIs post handover the advisors to operations i.e., during their nesting or 0-30 days period. To conduct Ice Breakers or employee engagement activities. Conduct training follow up session and measuring effectiveness of training. Prepare content basis the inputs received from quality as TNI (training need Identification). Conduct refresher trainings basis TNI Content and ensure improvement in the desired metrics. Ensure accurate, timely and efficient analysis of all reports pertaining to the trainee’s performance during the course or training. Preparing PKT (Process Knowledge Test) for new hires and existing agents. Analyzing and managing necessary training data to yield effectiveness and drive positive changes. Assigned the role of Mentor to pass on the leanings, experiences and knowledge to the new hire trainers. Helping other trainers with their routine activities along with data management and analysis. To disseminate new or regular updates to the floor. Managing knowledge data base basis the inputs or updates received from respective Clients/ Spocs. Responsible for driving all process KPIs post handover the advisors to operations i.e., during their nesting or 0-30 days period. Process: Airtel Inbound Customer Service Associate Profile: Responsible for downloading daily updates to the agents. SPOC for client for initiating important changes in the process. Responsible for preparing the daily and monthly report. Responsible for taking escalations and doing call backs to resolve customer’s issues. Responsible to take inbound calls ACHIEVEMENTS PERSONAL DETAILS Got Customer Smile Certificate from Airtel. Got Certificate from CSD CIG circle of MPCG Airtel for best Quality. Promoted as Process Trainer from CSA level because of my hard work. As a process trainer, attrition rate in NHIB was too low and throughput was always more than 95%. Received appreciation from Client end time to time for better work. Every month got Stake ranking. PERSONAL DETAILS Date of Birth:20th Nov’1985 Father’s name:Mr. Hari Kishan Saini Marital Status:Married Language known : Hindi and English ,