Shwetha Shetty

Experience

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  Manukau City Council

  Mar 2008 - Oct 2010

  Team Leader - System Operations Rates

  Supervised Systems Operations team provide systems management, process improvements and issues resolution for Rates team, Call Centre and Service Centres, as well as generating system data runs, invoicing and reminder letters for customer billing operations. Identified and implemented clear performance objectives for staff and supported staff efforts in achieving positive results. Collaborated with Information Management team to identify and implement system process improvements to billing and financial support systems. Show less

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  Auckland Council

  Nov 2010 - Apr 2013

  Led and managed three teams (45+ staff) covering customer services, Rates transactions and system operations. Developed and implemented plan to effectively execute the annual Rates cycle in accordance with the relevant legislation and Council policy. Organised staff cover and support to manage the large call volumes and queries (database maintenance and queries for 170,000 customers and 155,000 properties) ensuring all responses meet SLA and disputes resolved within SLA (7days).Advocated and championed customer centric culture to meet customer expectations. All administrative and financial transactions were completed within agreed timeframes, identified, and facilitated potential system and process improvement opportunities. Liaised with Call Centre to ensure the rates database was up to date for frontline staff reference. Show less In this position led and managed team of 18+ staff to provide rates support for Manukau district. Maintained clear performance objectives and key performance indicators to evaluate staff performance in providing service to approximately 104,000 customers and 110,000 properties with a generated revenue of $240 million.Coordinated workload allocation to ensure effective use of all staff resources in carrying out planned objectives and service targets. Mentored and trained staff to ensure that objectives and performance development objectives were being met.Collaborated with Information Management team to identify and implement system improvements to streamline operational workloads. Show less

  • Manager - Rates South

    Apr 2011 - Apr 2013

  • Team Leader - Rates Manukau

    Nov 2010 - Apr 2011
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  DHL Global Forwarding

  Sept 2013 - Jun 2014

  Customer Relationship Specialist

  Presented new system process to Global Senior Leadership team and received acknowledgement for providing efficient forwarding order process completion. Responsibilities included processing documentation completed for forwarding order creation, process forwarding orders on new SAP system within agreed time frames, coaching the Global Service Centre team in correct processing of forwarding orders, and escalating system issues to the project team, as well as testing solutions.

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  HealthAlliance

  Jul 2014 - Nov 2021

  Provide a single point of escalation for service delivery related issues (for hA and customers).Oversee daily operations and availability of services in conjunction with operations managers. Ensure that all systems and processes in place result in effective service delivery, including support documentation. Develop and maintain effective relationships with customers and other stakeholders to optimise the outcomes and mitigate risk. Assist in the negotiation, agreement and maintenance of Service Level Agreements. Initiate and report on service and process improvement plans. Develop regular reporting for customer as agreed, including service levels, major incidents, project progress and risks. Ensure impacts to costs and charges are communicated and addressed transparently. Show less Managed team with day-to-day operational activities (24,000 queries on average per month), tracking and analysing trends impacting the Service Desk and the organisation. Ensured ‘Knowledge Base’ was updated and maintained for frontline staff. Coached and mentored staff to ensure SLA targets are met and identified areas of improvements to streamline processes. Main point of escalation for internal and external stakeholders for calls and tickets. Developed and maintained effective relationships with regional District Health Boards and Internal customers, colleagues, and vendors to foster and encourage collaboration. Show less

  • Service Delivery Manager - Managed Isolation and Quarantine Facilities /NRHCC

    Jul 2020 - Nov 2021

  • Service Delivery Manager-NRA

    Feb 2019 - Jun 2020

  • Team Leader IT Service Desk

    May 2017 - Jun 2020

  • Team Leader Managed Services Centre

    Jul 2014 - Apr 2017
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  Te Whatu Ora Health New Zealand

  Nov 2021 - Nov 2023

  Service Delivery Manager (Data and Digital) - Te Toka Tumai Auckland

  Managed the entire end-to-end service delivery process for the customer (27K+ users), coordinating with cross functional teams and ensuring seamless execution of services from initiation to completion. Acted as the primary point of contact for customers, built and maintained strong and lasting relationships. Conducted regular customer meetings to provide updates, gather feedback and identify opportunities for service improvement. Ensured compliance with service level agreements (SLAs) by monitoring key performance indicators (KPIs), optimised process by identifying inefficiencies in the delivery workflow and took service improvement initiatives to enhance service quality and efficiency. Generated and presented regular reports on service delivery performance, provided actionable insights to senior management. Show less

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  Network for Learning (N4L)

  May 2024 - now

  Operations Manager