Swati Singha
Hong Kong
Summary
A highly analytical, technically skilled, detail minded and organized professional with over 8 years of experience across IT services, Edutech and SaaS operations and program management. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Operations Associate
WATI.io
10.2022 - 07.2023
- Revamp entire support framework, migrate support helpdesk tool, build an ongoing training structure and audit framework to upskill agents’ process knowledge which further helps in internal promotions and improves KPI’s for customer support including CSAT improvement from 77% to 83%
- Automate chat support channels by building no-code chatbots to increase chats solved by bot from 16% to 30%
- Worked closely with product managers to roll out product improvement projects which includes “Self-Serve Cancellation” feature
- Collaborate with product, customer support and engineering teams to train AI-powered K-bot which is used in our no- code chatbots
- Involved in scope and requirement gathering and analysis
- Planning and executing churn rescue programs to recover churn up to 23% of churn MRR
- Instrumental in maintaining and managing data for a particular source of leads and thereby collaborating with external stakeholders to improve the lead qualification process which helped to increase demo booked % from 19.23% on Jan’23 to 47% on Mar’23
- Creating multiple support articles for our knowledge base using AI-powered tools like Floik, which helped to increase tickets avoided % by 11% from May’23 to June’23
- Adept in APIs, Zapier and Pabbly integrations to improve and automate various operational processes
- Adept in google sheets formulas and pivot tables to analyze data and thereby communicate key insights to higher management
Program Manager
Byjus
10.2020 - 04.2022
- Review the effectiveness of LMS from time to time to enhance learning effectiveness
- Manage the L&D budget including teacher reskilling and new curriculum development
- Manage the teacher quality and performance improvement programs for the 10000+ teacher community
- Lead the team to execute promotion programs for the teacher community
- Communicating with influencing key senior stakeholders to deliver L&D initiatives
- Ensure proper Workflow Management and adherence to timeline as per the process defined for Curriculum Development
- Interacting with senior management for data analysis, reporting and dashboarding using SQL and gsheets
- Working with senior management and other peers for strategy development and execution planning
- Lead the digital transformation, develop short-term and long-term product roadmaps
- Work closely with internal teams (operations, development) to enhance user experience and optimize teacher reassignment algorithms.
Software Developer
Tech Mahindra
10.2010 - 07.2015
- Created architectural designs of solutions, business blue printing and document design developed solutions along BPEL, PL/SǪL, XML with extensive coding & debugging with Tuning & Optimization
- Devised development strategy & deliverables along project timelines with contingency planning
- Executed deliverable strategy; maintained quality; communicated with stakeholders & SrMgmt
- Oversaw and conduct design review meetings with team members to finalize the technical solution design and incorporate the modifications suggested by the business
- Conducted regular status review meetings with team members & project management to provide updated status of the deliverables & identify potential risks & issues affecting the delivery timeline.
Education
Post Graduate Program - Business Analytics and Business Intelligence
Great Lakes Executive Learning
02.2020
MySQL- SQL for Data Analytics and Business Intelligence by Udemy Become a business analyst, by Udemy Project Management Foundations by LinkedIn -
Udemy
The Complete business analysis fundamentals course + CERT by Udemy -
Udemy
PGP – BABI From Great Lakes Executive Learning -
McCombs School of Business, The University of Texas
02.2020
B. Tech - Applied Electronics & Instrumentation
West Bengal University of Technology
2010
Skills
- Data Analytics & Extraction, Program Management, Budgeting
- Tech Stack: SQL/PL-SQL, R, Python, Excel Macros / Google Sheets
- Tools: R Studio, Jupyter Notebook,Tableau, JIRA,Agnity PRO /Dbeaver, Zapier, Pabbly, Zendesk, ZohoDesk, Hubspot
- Requirements Writing and Documentation
- Time Management
Accomplishments
Awarded RnR twice as a Program Manager with Byjus.
Certification
MySQL- SQL for Data Analytics and Business Intelligence by Udemy
Become a business analyst, by Udemy
Project Management Foundations by LinkedIn Learning.
The Complete business analysis fundamentals course + CERT by
Timeline
Business Operations Associate
WATI.io
10.2022 - 07.2023
Program Manager
Byjus
10.2020 - 04.2022
Software Developer
Tech Mahindra
10.2010 - 07.2015
Post Graduate Program - Business Analytics and Business Intelligence
Great Lakes Executive Learning
MySQL- SQL for Data Analytics and Business Intelligence by Udemy Become a business analyst, by Udemy Project Management Foundations by LinkedIn -
Udemy
The Complete business analysis fundamentals course + CERT by Udemy -
Udemy
PGP – BABI From Great Lakes Executive Learning -
McCombs School of Business, The University of Texas
B. Tech - Applied Electronics & Instrumentation
West Bengal University of Technology
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