Swati Tyagi

Experience

• 

  Raymond Limited

  Jan 2001 - Jun 2005

  Software Programmer

  • Gathered user requirements and designed databases, created code for stored procedures, triggers, and cursors.• Conducted system testing and implementation, coding particularly intricate reports.• Focused on database performance tuning and scripted solutions for complex and crucial user reports.

• 

  Bank of America

  Jul 2005 - Oct 2012

  Manager - ITS

  • Collaborated with business units, Business Analysts, and software users to gather requirements and implement effective solutions.• Introduced automation to streamline and eliminate redundant processes wherever feasible.• Functioned as the primary liaison (SPOC) for Business Unit Control Systems.• Automated several processes, executed system enhancements, and conducted performance tuning on specific queries. This was achieved independently, with minimal involvement from other team members due to licensing constraints. Show less

• 

  MORE VENTURES CONSULTANTS PRIVATE LIMITED

  Nov 2012 - Oct 2018

  Operations Manager

  • Oversaw and coordinated the day-to-day activities within an organization to ensure smooth functioning and efficiency.• Supervised teams, set goals, optimized processes, managed resources, and maintained high-quality standards to meet the company’s objectives.• Engaged in recruitment and team management.

• 

  Freespace

  Apr 2021 - Oct 2022

  • Supervised and led a team responsible for Level 1 and Level 2 support services, ensured they provide efficient and effective technical support.• Managed chargeable professional services activities for the clients which involved identification of the scope of work, resource allocation, risk assessment, cost assessment and implementations.• Managed technical support for existing clients by overseeing product performance and implementing automation solutions.• Played a key role in setting performance metrics, analysing KPIs, and regularly evaluating the teams performance to meet service standards.• Allocated resources effectively to manage workloads and ensure the team operates smoothly Show less

  • Manager Technical Support Services

    Apr 2022 - Oct 2022

  • Lead Support Engineer

    Apr 2021 - Mar 2022
• 

  Briq

  Oct 2022 - Oct 2023

  Technical Support Manager

  • Providing direction, support, and mentorship to team of 10 members to ensure productivity, motivation, and a positive work environment.• Conducting regular performance reviews, providing feedback, and identifying areas for improvement to help team members achieve their goals.• Establishing, implementing, and upholding standardized policies and protocols to ensure efficient operations and conducted comprehensive training programs for incoming team members.• Resolving business obstacles by showcasing a robust capacity to comprehend and collaborate with Customer Experience leadership.• Creating a team skill matrix, conducted gap analysis, and devised programs to address identified gaps.• Collaborating with Product/Engineering teams to address customer issues, identify opportunities for product enhancements and ensure alignment with broader organizational objectives. Show less