SWATI TIWARI

Experience

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  Dynamic Motors Ltd.

  Aug 1996 - Jul 1997

  Floor Manager

  Establishing link between Delhi, Ludhiana and Chandigarh Offices.Contact with General Motors for car Sales and Service Details.Management and handling of the entire project of opening of the West Delhi showroom.All enquiries and tender negotiations for the new showroom.Developing customer relations through after sales follow up and personal visits for satisfaction surveys.Office administration and correspondence. Sales enquiry and follow-ups including Telemarketing.

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  Xerox Modi Corp

  Jan 1997 - Jan 1999

  CUSTOMER CARE CO-ORDINATOR

  Job involved: -Responsibility of the entire complaint section of Photocopiers and faxes.Online interaction with customers for enquiries and complaints. (Approx. 60 calls a day)Assessment and evaluation of the degree and type of complaint. Assigning the job to relevant Engineer for repair & maintenance. Collection and recording of the process follow-up on machines. Allocation of routine servicing to RMG’s for all machines under contract, (1, 25,000 machines).Conducting Customer Satisfaction Surveys through postal enquiries and Personal visits to MIF sites for surprise inspections of the machines.High End Machine Customer satisfaction follow-up. Engineer and RMG performance report.Achievements • Customer Satisfaction brought up from 52% to 84%.• Response time reduced from 6 hrs to 2 hrs.• Broken calls number reduced from 8 to 2 calls a day.• Realization of more than 60% sales enquiries through follow-ups.• Engineer performance increase by 38%. Show less

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  Accenture Services

  Apr 2002 - Aug 2004

  Team Leader

  Receive calls from US based customers and troubleshoot issues related to installation connectivity and browsing of both dialup and dsl (Broadband) internet. Develop action plans and facilitate open and responsive client communication in a fast paced environment. Run, analyze and interpret call volume. Customer satisfaction with top quality service and issue permanent resolution in timely manner. Configuring network components. Maintain productivity and quality standards. Having in-depth knowledge of the ISPs, Modems and Routers, Switches, provided by the client, in order to help the customers. Deliver the best technical assistance for various Operating Systems such as: - WINDOWS 95, 98, 98se, 2000, ME, 2000 NT, XP. Participate in Training, Quality and other related functions of Operations and ensure that Client satisfaction is achieved. Maintain Average Talk Time and Quality as per the specification of the client. Troubleshoot issues regarding modem configuration & settings as per ISP’s requirements. As TSE handled the floor of over 25 Executives. Recording their performance, schedule, service quality, accessing their termly achievements and keeping up with the expectations of the company through their High Performance Delivered.Achievements • Selected to go to Phoenix, Arizona for Modem troubleshooting training.• Excellent customer voice feedback for quality service and soft communication.• AHT and Team Target met most of the time, rating above 85%.• Acted as SME on the floor for DSL.• Handled Training batches with quality as per company standards. Show less

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  NIGERIAN TURKISH NILE UNIVERSITY

  Apr 2008 - Jun 2010

  PRINCIPAL ASST. REGISTRAR

  Planning & Implementation: Preparation of documents and proceedings to setup a University for government approvals of NUC (National University Commission). Liaising with FEC for license. Training the first set of team joining the university on Principles and Guidelines of Nigerian system.Academic Planning Unit: Preparation and submission of Academic Brief, University Law, Master Plan, Strategy Plan (for the coming 5 years), and other documents.Human Resource & Personnel: Service matters such as appointment. Promotion, disciplinary action, sanction of leave pertaining to both teaching and non-teaching employees of the University. Maintenance of sanctioned scaled register and gradation list of both teaching and non-teaching staff. Upgradation of Staff Handbook, rules, policies, schedules & duties of Staff, Impart basic training to all team members. Secretary to the Governing Council: Prepare minutes of the meetings, follow up and review various departments, Organize, co-ordinate meetings and appointments for the Governing Council. Student Affairs and Disciplinary Committee: Review student filing and records. Prepare Student Hand Book, Code of Conduct for the Hostels. Correspondence relating to cultural exchange programs. Registry: Budgeting, forecasting, reviewing of annual finances. Advising the Board of comparative institutions. Liaising with associate University on various levels of development parameters. Show less

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  Virtual Education Limited

  Jul 2010 - Jun 2015

  Director - Operations

  Managed and supervised firm operations on a daily basis including sales, purchases, supply chains, training, resourcing, finance and distribution. Assist Board Members in planning and executing the annual budget and achieving forecast. Coordinate with human resources team in forming and training a cross functional department. Personally actively involved in sales and training projects at client site. Represent the organization in various meetings and discussion relevant to growth and improvement of institutions. Corporate client review and introduction of projects to Federal and State Ministries. Evaluate client workplace to access the needed traits and skills. Provide assessment to team and designed training program to address identified issues. Completed over 150 batches of Corporate Training/ assessments and submitted evaluative reports to business clients across diverse industries. Proven success in leveraging educational theories and methodologies to design, develop and deliver successful training programs and integrate instructional technologies to provide onsite and virtual training. Adept at organizing and delivering management training programs and activities. Comfortable working in any industry with groups of all sizes. Integrated functional strategies, utilizing business expertise to reach financial and operational objectives. Researched and developed new avenues to achieve profitable and stable business structure – Deployed resources to reach financial forecast and planning. Recruit and developed plans for managing/retaining talents inside organization and improving their talent towards company’s betterment and success. Evaluated and established standards and guideline that were to be adhered to by all departments. Monitored company’s policies and developed new intrinsic procedures for firm to increase efficiency and profitability. Show less

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  Prasanna Counselling Center

  Jul 2017 - Jun 2020

  Senior Counselor

  • Our brain is the most complicated tool that is equally susceptible to wear and tear and breakdown just like any other part of body or any other machine. At PCC I have seen some of most challenging case of mental disorders. Job profile essentially includes Conducting scientific studies of behaviour and brain function, collecting information through observations, interviews, surveys, and other methods, Research and identify behavioural or emotional patterns, Test for patterns that will help them better understand and predict behaviour, use their knowledge to increase understanding among individuals and groups. gather information and evaluate behaviour through controlled laboratory experiments, psychoanalysis, or psychotherapy. Administer personality, performance, aptitude, or intelligence tests. Empathetic listening, identification of birth defect or childhood disorder, triggers, premorbid personality assessment, understanding severity, diagnostic inference, plan of action, formal closure. Show less

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  Swaraj INC - Tyres N Wheels

  Jan 2019 - now

  Owner - Chief Executive Officer

  Automobile tyres, spares, accessories. Business promotions and development, new client development and management, corporate sales and customer support.