Aakriti Srivastava
Subject Matter Expert | Team Lead
Lucknow
Summary
Dynamic Subject Matter Expert (SME) and Team Support Lead with over 5 years of experience in banking operations, customer experience, and quality assurance. Proven leadership in managing teams, handling escalations, driving performance improvements, and coordinating with stakeholders. Consistently recognized through R&R awards for delivering high-impact contributions that enhance operational efficiency and customer satisfaction. Committed to fostering a collaborative environment that empowers team members to excel and achieve organizational goals.
Overview
2
2
Languages
3
3
Certifications
13
13
years of professional experience
Work History
Subject Matter Expert (SME), Bank of Ireland
HCLTech
01.2024 - 05.2026
- Acted as floor support lead for 20+ members; provided real-time guidance on complex scenarios.
- Mentored junior team members, contributing to their professional growth and development.
- Handled high-priority escalations, and successfully reversed cases via client negotiation.
- Driven performance improvement initiatives, and support SLA/quality targets.
- Prepared and analyzed daily MIS, and operational reports for decision-making.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Streamlined communication between departments, ensuring that project specifications were clearly understood and met.
- Boosted team morale and productivity through effective leadership and clear communication.
- Evaluated staff performance and provided coaching to address inefficiencies.
Quality Analyst, Bank Of Ireland
HCL Tech
02.2022 - 01.2024
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Maintained up-to-date knowledge of quality assurance methodologies, applying best practices to daily tasks.
Senior CSR, Pearson Vue
HCL Tech
10.2020 - 02.2022
- Handled complex customer queries and escalations with high-resolution accuracy.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Ensured SLA adherence and strong customer satisfaction.
- Promoted to L1 Agent based on performance.
Admin & Sales Officer
OPEX Health LLP
01.2018 - 10.2020
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Generated reports detailing findings and recommendations.
- Educated staff on organizational mission and goals to help employees achieve success.
Admin Head
SAS Global Pvt. Ltd.
01.2017 - 12.2017
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
- Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
- Greeted visitors, employees and clients politely and professionally for excellent reception service.
- Coordinated customer, vendor and stakeholder relations for smooth communication flows.
BDM – Operations
Kalash City Developers Pvt. Ltd.
07.2015 - 12.2015
- Generated new business with marketing initiatives and strategic plans.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Monitored market trends and competitor activities to identify areas of potential opportunity.
- Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
Admin Head
Samarpan Infrabuild Pvt. Ltd.
01.2015 - 06.2015
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Interviewed, recruited and onboarded new staff for high-performing administration teams.
- Met department budgets by monitoring and reporting on office expenses.
Back Office Executive
Versatile Infradevelopers Pvt. Ltd.
11.2013 - 12.2014
- Maintained up-to-date knowledge of industry regulations and compliance requirements relevant to back-office functions; implemented necessary updates accordingly.
- Maintained a high level of confidentiality, safeguarding sensitive information pertaining to company operations and client transactions.
- Served as a reliable point of contact between various departments within the organization, expediting communication flow among teams.
- Enhanced data accuracy through meticulous record keeping and regular audits of financial transactions.
Education
Bachelor of Commerce -
Career Convent Girls Degree College
Lucknow, India07-2011
Skills
Team Leadership
Coaching & Mentoring
Escalation Management
SLA & KPI Management
Quality Assurance
Process Improvement
MIS Reporting & Analysis
Stakeholder Management
MS Excel
Knowledge Transfer
Accomplishments
- Supervised team of 20+ staff members.
- Multiple R&R awards throughout the tenure: Difference Maker, Ultimate Contributor and Star Performer
Certification
Diploma in Anti Money Laundering (AML), KYC & Compliance - Udemy
Timeline
Diploma in Anti Money Laundering (AML), KYC & Compliance - Udemy
05-2026
Banking Operations & Management Masterclass - Udemy
05-2026
Digital Banking, Fintech & Banking Masterclass - Udemy
05-2026
Subject Matter Expert (SME), Bank of Ireland
HCLTech
01.2024 - 05.2026
Quality Analyst, Bank Of Ireland
HCL Tech
02.2022 - 01.2024
Senior CSR, Pearson Vue
HCL Tech
10.2020 - 02.2022
Admin & Sales Officer
OPEX Health LLP
01.2018 - 10.2020
Admin Head
SAS Global Pvt. Ltd.
01.2017 - 12.2017
BDM – Operations
Kalash City Developers Pvt. Ltd.
07.2015 - 12.2015
Admin Head
Samarpan Infrabuild Pvt. Ltd.
01.2015 - 06.2015
Back Office Executive
Versatile Infradevelopers Pvt. Ltd.
11.2013 - 12.2014
Bachelor of Commerce -
Career Convent Girls Degree College