Work Preference
Overview
Work History
Timeline
Generic
Open To Work

Shweta Pandey

Jersey City,NJ

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Customer Success ManagerCRM Lead, B2C & B2BFraud Recovery SpecialistCabin CrewTeam Leader, Operations

Work Type

Full TimePart TimeContract WorkGig WorkConsultingSeasonal Work

Location Preference

RemoteHybrid
Location: Jersey City, NJ, US
Open to relocation: No

Salary Range

$40000/yr - $200000/yr

Important To Me

Work-life balanceFlexible work hoursPersonal development programsWork from home option

Overview

12
12
years of professional experience

Work History

Customer Success Manager

Faclon Labs
New York
09.2023 - 11.2024
  • I. Lead relationships with enterprise clients, managing onboarding, training, and adoption of SaaS platform
  • Ii. Enhance customer retention by providing proactive support, training, and strategic guidance
  • Iii. Collaborate cross-functionally to identify upsell opportunities and incorporate customer feedback into product enhancements
  • Iv. Analyze KPIs to measure client success and deliver actionable recommendations
  • V. Conduct comprehensive in-house training to team members on various aspects of customer service, resulting in increased efficiency and customer satisfaction
  • Created detailed account plans to align services with client objectives and expectations.

CRM Lead, B2C & B2B

Bolt Earth
Bengaluru, India
03.2022 - 09.2023
  • I. Managed a team of 9 customer service representatives to address customer queries via phone and email
  • Ii. Analysed customer feedback to identify areas of improvement and make recommendations to the founder’s office
  • Iii. Performance - managed to speed up the first response TAT by 28x from seven days to six hours and the total resolution time 7.5x from fifteen days to forty-eight hours
  • Iv. Built and managed a high-performing team by conducting candidate interviews and making hiring decisions
  • V. Developed and implemented Standard Operating Procedures (SOPs) for different processes to ensure consistency and increase quality in service delivery

Fraud Recovery Specialist

JP Morgan Chase and Co.
Bengaluru, India
07.2021 - 03.2022
  • I. Conducted investigations professionally, accurately and in a timely manner in the recovery department of the bank
  • Ii. Prioritized workload to ensure timely and cost-effective investigations while adhering to the banking laws
  • Iii. Trace, freeze and recover funds promptly and efficiently
  • Iv. Identified and recommended improvements in systems, controls, and fraud prevention to enhance the effectiveness of investigations

Cabin Crew

Interglobe Aviation Ltd.
Bengaluru, India
05.2018 - 06.2021
  • I. Provided general service with a focus on high-value customers
  • Ii. Was responsible for managing in-flight safety measures and security checks
  • Iii. Handled diverse in-flight situations and resolved passenger complaints with professionalism and efficiency
  • Iv. Executed both standard and special in-flight communications, ensuring clarity and adherence to protocols
  • V. Was responsible for managing safety and first-aid resources both on-board and on-ground to ensure a safe and efficient flight

Team Leader, Operations

Intelenet Global Services (Serco)
Mumbai, India
09.2012 - 04.2018
  • I. Managed a team of 18 for a UK-based e-commerce client, achieving low attrition and high CSAT scores
  • Ii. Regularly reviewed the team performance and implemented solutions for increasing efficiency of the team
  • Iii. Delivered seamless customer experiences via phone and email support

Timeline

Customer Success Manager

Faclon Labs
09.2023 - 11.2024

CRM Lead, B2C & B2B

Bolt Earth
03.2022 - 09.2023

Fraud Recovery Specialist

JP Morgan Chase and Co.
07.2021 - 03.2022

Cabin Crew

Interglobe Aviation Ltd.
05.2018 - 06.2021

Team Leader, Operations

Intelenet Global Services (Serco)
09.2012 - 04.2018

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Shweta Pandey