SWATI PILLAY

[email protected] +91 8999162195 Pune, India
LinkedIn: linkedin.com/in/swati-pillay-87991864

PROFESSIONAL SUMMARY

An accomplished professional with over 5 years of experience in team management and customer relations, expertise is possessed in performance management and stakeholder management Key achievements include maintaining a consistent record of achieving production targets while managing high workloads at WNS. Aiming for a Team Manager position at your esteemed company, where skills in team management and customer relations will be utilized to support your mission of delivering exceptional service quality.

WORK EXPERIENCE

Assistant Manager
05/2014 - 02/2026
WNS , Pune, India
Mentored and guided a team of 14 employees, resulting in a 20% increase in task completion efficiency over six months
Implemented performance management strategies that improved team productivity by 15%, consistently meeting or exceeding production targets
Led daily team huddles to discuss process updates, fostering a culture of open communication and collaboration that enhanced team morale
Spearheaded process improvement initiatives, conducting regular audits that ensured 100% compliance with ISO standards and enhanced Information Security protocols
Conducted root cause analysis in deficient areas, successfully identifying and resolving issues that reduced operational errors by 15%
Initiated and led multiple projects aimed at enhancing Customer Experience, resulting in increase in positive customer feedback ratings
Specialized in content creation and governance, ensuring all materials met organizational standards and improved stakeholder engagement by 20%
Customer Care Associate
02/2012 - 05/2013
HSBC , Hyderābād, India
Achieved 95% customer satisfaction levels by rapidly addressing and resolving customer issues
Worked collaboratively with teams to achieve service excellence
Proven track record in enhancing sales through effective upselling and cross-selling
Handled daily interactions with customers, ensuring exceptional service quality
Well-versed in product details to better assist customers
Recognized for outstanding Customer service and consistent achievement of performance metrics.
Senior Associate
12/2006 - 08/2009
WNS , Pune, India
Managed daily customer interactions with a focus on high quality service
Skilled in resolving customer issues promptly to ensure satisfaction
Proficient in product specifications to enhance customer support.
Strong verbal and written communication skills in customer engagements
Demonstrated ability to upsell and cross-sell products during customer interactions

EDUCATION

Higher Secondary School Certificate
St Patricks Junior Catholic School , Pune, India
Senior Secondary School Certificate
St Anne's High School
B.A
M.A.T.S

SKILLS

Soft Skills: Content Writing, Stake Holder Management, Delegation & Monitoring, Communication, Conflict Resolution, Coaching

CERTIFICATIONS

WNS Certified Trainer - Soft Skills & Process
04/2025
WNS

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