Blessy P J
Chennai
Summary
Relentlessly driven Quality Analyst with 7 years of accelerating operational excellence in core banking and financial services. Proven track record in delivering zero-defect quality, spearheading automation strategies that reduced time, slashed error rates, and led high-impact teams that surpassed performance benchmarks. Recognized with multiple accolades for exemplary performance, analytical precision, leadership agility, and an unwavering commitment to customer-centric results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Analyst – Core Operations
Citicorp Services India Pvt. Ltd.
Chennai
06.2019 - Current
- Proficient and Performed deep-dive quality reviews and audits across critical credit card operations including disputes, duplicate charges, interest suppression, and credit balances.
- I have been instrumental in training the new joiner, ensuring seamless completion of the process without any misses by conducting multiple training sessions and refreshers when required.
- A meticulous approach to analyzing customer accounts and handling onshore feedback and escalations.
- Spearheaded the process with optimism and handled with proper analysis of the root cause and checks at all levels.
- Developed and deployed automation ideas that streamlined processes and boosted operational speed and precision.
- Focused on maintaining high level of accuracy and efficiency on all services to the customers based on their needs.
- Created detailed reports summarizing key performance indicators for management review.
Front-End Executive
Standard Chartered Global Business Services
Chennai
12.2017 - 01.2019
- Managed financial charge validations, account discrepancies, and report generation with strong attention to detail.
- Delivered exceptional service by resolving disputes, preventing fraud, and ensuring account accuracy.
- Built rapport with clients to understand needs and drive satisfaction through timely, effective issue resolution.
Education
MBA - Finance
University of Madras
Chennai01.2019
B.E. - Electronics & Communication Engineering
Kings Engineering College
Chennai01.2015
Skills
- Quality assurance
- Process improvement
- Root cause analysis
- Automation development
- Performance reporting
- Customer account management
- Team collaboration
- Critical thinking
Accomplishments
· Silver Award – Quality Excellence, Leadership & team assistance.
· Bronze & Copper Award – Automation for streamlining process & idea suggestions for process efficiency in Hub.
· Zeal & Extra Miler Award – Outstanding performance
· RTF Award - 100% Score in Quality Evaluations from customers – SCB
· School Topper Award – English & Computer Science
Certification
· Tools: MS Office, Excel, Quality Monitoring Tools
· Languages: Java, HTML5, CSS3
· Certifications: Solo Learn (HTML, Java, CSS – Certified)
Languages
Tamil
First Language
English
Proficient (C2)
C2
HIndi
Intermediate (B1)
B1
Personal Attributes
· Strong interpersonal skills and customer empathy.
· Analytical and detail-oriented mindset.
· Passionate about continuous learning.
· Interests: Culinary Art, Photography, Editing & Yoga.
Highlights
- Process Optimization Pioneer: Designed and deployed automation solutions that significantly reduced monthly volumes, transaction errors and manual workload—directly enhancing accuracy and team productivity.
- Award-Winning Contributor: Embraced with multiple Citicorp awards including Silver, Bronze, Copper, Zeal and Extra Miller for outstanding contributions to account maintenance, dispute resolution, and customer experience excellence.
- Client Impact Specialist: Consistently delivered 100% RTF in query handling and root cause analysis, driving First Time Resolution (FTR) metrics and enhancing customer satisfaction levels at scale.
Timeline
Quality Analyst – Core Operations
Citicorp Services India Pvt. Ltd.
06.2019 - Current
Front-End Executive
Standard Chartered Global Business Services
12.2017 - 01.2019
MBA - Finance
University of Madras
B.E. - Electronics & Communication Engineering
Kings Engineering College
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