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Sweta Jaiswal

@swetajaiswal1

I am a dedicated, results-oriented professional with a strong background in managing projects, optimizing workflows, and collaborating across departme

India

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What I'm looking for

Seeking a dynamic role where I can leverage my project coordination, process optimization, and leadership skills. I value transparent, collaborative teams focused on continuous learning. I am looking for an environment with strong leadership and growth opportunities where I can drive process improvements and core goals

I am a dedicated professional with extensive experience managing complex projects, optimizing operational workflows, and collaborating across teams to drive strategic outcomes. My focus is on turning business goals into clear, actionable plans that yield measurable efficiency and value.

Throughout my career, I have successfully led cross-functional initiatives, streamlined daily operations, and improved team communication to ensure projects deliver on time and within scope. I thrive in dynamic environments where strategic planning, critical thinking, and adaptability are key.

I am passionate about continuous growth, establishing scalable process improvements, and solving organizational challenges. Whether refining existing systems or leading new programs from the ground up, I focus on delivering consistent, high-impact business results.

Experience

Work history, roles, and key accomplishments

Team Manager (L4)

Amazon CS (UK)

Oct 2022 - Mar 2026 (3 years 5 months)

Managed a 40-FTE blended contact center team, sustaining 98%+ SLA adherence for 40+ consecutive months. Led coaching initiatives and career development programs, reducing attrition and enabling internal promotions.

SLA Management Team Leadership Coaching Workforce Management Quality Audits Performance Reviews Change Management Data Driven Decision Making Real time Monitoring Mentorship

Assistant Manager

Optum Global Solutions (UHG)

May 2019 - Sep 2022 (3 years 4 months)

Managed a 30-FTE operations team, monitoring SLA, KPI, and quality targets. Identified and resolved a critical operational risk by collaborating with the Automation team to build a macro-based tool, reducing inventory assignment time and protecting SLA targets.

SLA Management KPI Monitoring Process Improvement Automation MIS Reporting Client Communication Workforce Management Audit Rewards and Recognition Stakeholder Management

Assistant Manager

Concentrix Daksha Pvt. Ltd.

Jan 2018 - Jan 2019 (1 year)

Led a 34-FTE blended team reviewing YouTube content submissions against Google's terms and conditions, maintaining 98%+ SLA adherence. Managed KPIs, performance reviews, and client escalations.

Content Moderation SLA Management Team Leadership KPI Management Client Escalation Stakeholder Communication

Training & Quality Lead

Concentrix Daksha Pvt. Ltd.

Jan 2014 - Jan 2018 (4 years)

Conducted end-to-end KYC customer verification and quality audits through live call barging and recorded call reviews. Built and maintained SOPs, ran calibration sessions, and applied quality tools to identify gaps.

KYC Compliance Quality Audits SOP Development Call Calibration 7QC Tools Training Performance Improvement

Senior Associate

Concentrix Daksha Pvt. Ltd.

Jan 2010 - Jan 2014 (4 years)

Reviewed branch-flagged transactions and conducted root cause analysis on suspicious activity for AML compliance. Screened transaction histories, raised alerts, and escalated confirmed cases to Risk & Compliance.

AML Transaction Monitoring Root Cause Analysis Fraud Investigation Risk And Compliance Documentation