Shweta Bhutani

Shweta Bhutani is an accomplished professional in customer relationship management with over 25 years of experience in the financial and telecommunications sectors. Currently serving as Assistant Vice President of Customer Relationship Management at TATA Capital Housing Finance Ltd since April 2023, Shweta spearheads customer service operations and has achieved a significant 45% improvement in Net Promoter Score through process re-engineering initiatives. Previous roles include Lead Customer Service Grievance and Escalations Management at Fullerton India Credit Company Ltd, where Shweta developed a level 2 escalation model for managing customer complaints across 200+ branches, and Lead Manager for MD & Senior Management Escalations at Tata Teleservices Ltd, focusing on enhancing service delivery processes. Shweta's extensive background also includes managing large-scale contact center operations at Reliance Communications and leading customer service initiatives at BPL Mobile. Educational credentials include a PGDBA in Human Resources Management from Symbiosis Institute of Management Studies and a Bachelor of Computer Science from Savitribai Phule Pune University.