Shweta Bhutani

Assistant Vice President Customer Relationship Management @Tata Capital

Mumbai, IN

Spearheading customer service front end operations for voice and non-voice processes• Led process re-engineering initiatives, focusing on closing customer service gaps, resulting in a 35% improvement in Net Promoter Score (NPS) for call centre operations• Introduced AI-driven automation for email processing, cutting response time and improving overall service delivery efficiency.• Implemented AI quality audit systems to monitor and improve contact center performance, ensuring consistent adherence to service level agreements (SLAs) and improving customer interactions.• Conducted regular NPS and CSAT analysis, using insights to continuously optimize customer service processes and improve cross-functional collaboration.• Played a key role in digital project management, working with tech teams to enhance web and app functionalities, resulting in a more seamless and personalized customer experience.• Implemented a structured process for delivering monthly updates to customers and employees, enhancing engagement, transparency, and trust.• Managed the customer communication profile, overseeing the creation and distribution of both regulatory and non-regulatory communications on a monthly basis, ensuring all messages were compliant, clear, and customer centric.• Developed and shared customer engagement content, including videos and creative educational materials, aimed at enhancing customer awareness and satisfaction with company products and services.• Led the production of employee education creatives and videos, ensuring consistent and effective communication for internal teams across all levels of the organization.• Managed the end-to-end setup of Video KYC processes, increasing compliance and onboarding speed while enhancing customer trust and satisfaction.

Symbiosis Institute of Management Studies

PGDBA HR , Human Resources Management/Personnel Administration, General

St.Marys School Pune

ICSE Cambridge affiliated, Schooling

Savitribai Phule Pune University

Bachelor of Computer Science, Computer Science