SHWETA P.

MANKAR
Mobile No.: 7741063818
E-Mail: [email protected]

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Objective:

Highly motivated and results-driven professional with 13+ years of experience in Operations and Customer support,
proven ability to collaborate with cross-functional teams to achieve marketing objectives. Seeking to leverage my diverse
background and acquired expertise to make a significant impact in an organisation.

Strengths:
Communication, troubleshooting, problem solving, Committed, Good Observation, Keen Learner, Self-motivating.

Currently working at WNS, Pune

Senior Associate (Centrica, U.K) 21 Sep 2023- Till date

 Working for British Gas (Centrica). Leading electricity & gas utility service provider in UK.
 Completing the tasks and creating required documentation and reports for the management
 Coordinating meetings and decision making process.
 SAP ERP System: Working with Debt recovery team, finding the actual outstanding debt by matching the
customers outstanding balance, account history, received payments and the send correct debt or refund (in case of
excess payment) on account.
 Generate annual statement for every customer at the end of year.
 Handling high-level customer’s escalation queue.
 Maintain query tracker and ensure it is complete in specified TAT.
 Given training session & sharing process knowledge with new staff.
 Providing floor support & resolving the difficult scenario while processing

HCL TECHNOLOGIES LIMITED, Nagpur Oct. 2022 – 31st July 2023

Working Project: - BARCLAYS, (U.K)

Senior Analyst
 Providing Technical support related to Various Software’s.
 Resolve technical issues in a timely manner using available resources to resolve User Issue.
 To perform Analysis and determine client problem and document the issues.
 To connect with the Application Developer and Packagers to resolve user Technical Issues.
 Analyse Trends that emerge from multiple tickets to help and provide other technical teams actionable
information to address.
 Product and Process Management, Troubleshooting issues
 Accomplishes information systems and organization mission by completing related results as needed
 Provides answers to clients by identifying problems, researching answers, and guiding users through
corrective steps.
 Determine the best solution based on the issue and details provided by users
 Perform remote troubleshooting through diagnostic techniques and pertinent questions
 Direct unresolved issues to the next level of support personnel
 Identify and suggest possible improvements on procedures
 Provide accurate information on IT products or services
 Walk the customer through the problem-solving process
Pinnacle Teleservices Pvt Ltd. Nagpur 22Jan 2018 – 10 Oct 2022

Additional Manager

Brief – Understand client needs and purpose products/services accordingly or customize products offerings in
conjunction with higher authorities

 Coordinate and communicate with various internal teams to ensure the successful implementation of marketing
initiatives.
 Support the coordination of marketing events, webinars, and conferences.
 Conduct market research to gather insights on target audiences, competitors, and industry trends.
 Working as point of escalation to interact with client(business partner and direct customer for critical high and
medium level problems
 Coordinating with clients for after sales service.
 Integration and testing of bulk SMS, IVR, Click to call, Call conferencing and chat bot services.
 Maintaining MIS and Generating Reports with excel
 To ensure the services received by the customer are timely
 Cross – functional team interaction with client servicing, creative, media and development teams.
 Build and maintain long lasting relationship with clients
 Reviewed company products and prepared user documentation
 Provided timely feedback of the products and services to the management
 Client coordination via emails, calls and in persona.

RMR Engineers as an Office Coordinator, Nanded 1st Jan 2013 - Dec 2017

 Communicating with the Customers for their queries

 Making Marketing Plans and strategy to acquire more business
 Handling office staff and taking regular follow up from them for the sales activity
 Managing marketing events of the company
 Handling Walk-in clients.
 Identifying new sales leads by researching organizations and networking with individuals in the real estate
industry
 Generate new sources of network building in the industry like attending Real Estate seminars, conferences,
exhibitions, social media platforms.
 Prepare marketing budgets along with implementation schedule and provide regular MIS reports.
 Manage the entire marketing process in all aspects to aid in sales, corporate brand identity and PR for the
company.

Research Associate, MIT School of Telecom Management, Pune 22 June 2009 – Nov 2012

 Maintaining data of the students on various spreadsheets and systems

 End-to-end coordination of recruitment drives being conducted pan India
 Pre-screening and setting up interviews for candidates
 Extensive following up with candidates, internal stakeholders and having timely communication with them.
 Assisting recruiters in various activities like administrative tasks, interview scheduling, meeting logistics, and
other recruitment functions.
 Maintaining real-time updates and data accuracy for reporting analysis.
 Interacting with the employers for registration processes
 Arranging Campus presentations
 Coordinated with corporates for placement related activities of the college
 Corporate interaction through mails and in personal
 Customer Relationship Management.
Educational Background:

 M.Com (Advanced Banking & Finance) from Pune University in 2012 with 75%
 PG (Finance & Marketing) from MIT School of Telecom Management (MITSOT) in 2009 with 74%
 B.Com from Hislop College (RSTM University), Nagpur in 2007 with 56%
 HSC from Sindhu Mahavidhyala (Nagpur Board) Nagpur in 2002 with 51%
 SSC from Guru Nanak School (Nagpur Board) Nagpur in 2000 with 64%

Personal Details:
Date of Birth : 20th July 1986
Marital Status : Married
Languages : English, Hindi & Marathi
Permanent Add : 49, Chocks Colony Kamptee road, Nagpur, 440014
Temporary Add : Wadgaonsheri, Pune, 411014