About

Swati Sharma is a Senior Manager of Product Management at Freshworks with almost a decade of relevant experience in the field. She has a proven track record of delivering successful projects and building business proposals for large organizations. Swati's expertise lies in Business Development, Leadership, and Client Service. She has built 15+ business proposals, staffing plans, and proof of concepts to bid projects for Deloitte and has successfully converted engagements worth $7M. Swati has designed a tool to be featured in Dreamforce 2014, Salesforce.com's annual conference, attended by 135,000 people. Swati's leadership skills are evident in her ability to lead a six-member data team to unify the CRM application of 39 EMEA countries for a leading pharma company. She analyzed the processes of 39 countries and built solutions to unify their data to work on a single platform. Swati has also helped develop a service portal for a leading storage device manufacturer, offering 16 languages and six call centers globally. She integrated 14 complex interfaces for Return Merchandise processing, data cleansing, and migration of 50M records. Formal customer satisfaction scores improved by 8% within four months, and faster first call resolutions were achieved. Swati has delivered online ordering and self-service capabilities to customers of a world-leading beverage distributor. She provided customers with a personalized product portfolio to place orders and access all information about their account. This enabled customers to channel to web self-service, reducing cost to serve and enabling more time in trade. Swati has conducted over ten sessions on CRM associated tools and best practices for more than 200 employees on CRM associated tools. She has also mentored ten campus recruits for smooth transitions from campus to corporate, focusing on the firm's cultural fit. Swati has improved project performance in the US practice by convincing partners to switch to Agile Methodology. She has conducted over 100 interviews (Level 1,2 interviews) as part of weekend recruitment drives every month and designed and managed training for 20+ campus recruits; a two-week training for induction into Deloitte. Swati holds an MBA in Marketing and Operations from the Indian School of Business and a Bachelor of Engineering in Instrumentation and Control from Netaji Subhas Institute of Technology. She completed her secondary education at St. Anthony's Senior Secondary School in Delhi. Swati's tech stack includes product management, Salesforce, and web.