Shweta S.
Senior Operations and Customer Success Manager
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About
Shweta S. is a seasoned Operations and Customer Success professional with over 9 years of experience in the financial industry, where she excelled in managing complex operational processes and delivering exceptional customer support. She demonstrated expertise in compliance, process optimization, and stakeholder management, particularly at HDFC Bank Ltd and Axis Bank Ltd, where she enhanced operational efficiency and resolution times. Shweta also served as a Travel Manager at Dreamport, providing top-tier service to international clients. Her career began as a Solutions Integrator at Ericsson Global India, where she supported telecom software solution validations. Shweta holds an MBA in Operations & Supply Chain Management from Liverpool John Moore’s University and notable certifications including the ChurnZero Customer Success Foundations and HubSpot CRM. Her proficiency with AI productivity tools and CRM systems like HubSpot, along with her strong cross-functional collaboration skills, distinguish her as a leader capable of driving operational excellence in diverse environments.
Experience
Travel Manager
Dreamport · 2026 — 2026Provided comprehensive customer support for international clients, handling intricate travel requests while adhering to service level agreements. Coordinated with various booking platforms and suppliers to address customer inquiries, modifications, cancellations, and escalations promptly. Managed a significant amount of customer interactions, upholding high standards of service quality and detail. Conducted research on travel policies and supplier requirements to offer precise recommendations and resolve customer concerns. Ensured compliance with travel policies through the maintenance of accurate booking records and operational documentation.Operations Manager
HDFC Bank Ltd · 2022 — 2025Oversaw high-volume operational workflows, ensuring accuracy, compliance, and an excellent customer experience. Served as the primary point of contact for customer escalations, working closely with internal teams to achieve timely resolutions. Maintained thorough operational documentation and ensured compliance with internal policies and regulatory requirements. Conducted detailed data verification and documentation reviews to support corporate lending operations. Identified operational bottlenecks and executed process improvements, enhancing within-TAT resolution. Collaborated with relationship managers, credit teams, and customers to facilitate seamless service delivery. Utilized AI tools such as ChatGPT, Microsoft Copilot, and Gemini to enhance documentation quality and operational productivity.Operations Manager (Operations & Customer Service)
Axis Bank Ltd · 2016 — 2022Handled customer requests across multiple communication channels, consistently achieving service standards. Maintained accuracy in operational records and customer documentation. Contributed to process improvement initiatives by pinpointing operational inefficiencies. Assisted in formulating operational best practices and mentoring new team members. Fostered positive customer experiences through proactive issue resolution and effective communication with stakeholders.Solutions Integrator
Ericsson Global India Pvt Ltd · 2014 — 2015Provided support for testing, validation, and implementation of telecom software solutions tailored for enterprise clients. Collaborated with cross-functional teams to troubleshoot technical challenges and enhance solution performance. Assisted in addressing system-related issues to ensure successful client deliveries and service continuity. Contributed to client-focused project executions by guaranteeing timely delivery and operational readiness.
Skills & Expertise
Education
- MBA in Operations & Supply Chain ManagementLiverpool John Moore’s University · 2021 — 2023
- Post Graduation Diploma In Banking ServicesManipal University Bengaluru · 2015 — 2016
- B-Tech in ITMody Institute Of Technology And Science, Lakshmangarh · 2009 — 2013
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