OINDRILA MAJHI
Summary
Focused and hardworking professional with the intensity of knowledge and growth
Overview
2027
2027
years of professional experience
Work History
KYC Analyst
Barclays
04.2025 - Current
- Conduct an end-to-end KYC process ensuring compliance with Barclays regulatory standards and FCA (Financial Conduct Authority)
- Analyse transactional behaviour to evaluate whether account activity aligns with the stated nature of business and expected financial patterns.
- Identify and escalate potential fraud, suspicious behaviour, money laundering indicators inline with AML, and CDD guidelines.
- Collaborated with internal stakeholders, including operations, risk teams, and front-line colleagues, to resolve discrepancies.
- Maintain high attention to detail while adhering to regulatory expectations, and internal audit requirements, and ensure all the KYC records are accurately updated, risk rated.
Analyst
Capgemini
- Managing and leading a Case Management business offshore Triage team under the Personalized Auto Insurance for StateFarm(an American Insurance Firm).
- Policy Center Expertise: Assisted customers with insurance policy inquiries, status updates, and coverage clarifications, ensuring accurate information and compliance with company standards.
- Claims Center Operations: Supported claim resolution by addressing customer concerns, coordinating with internal teams, and ensuring smooth processing of claims.
- Incident & Ticket Management: Received and resolved tickets from designated teams, maintaining strict adherence to Service Level Agreements (SLAs) for timely resolution.
- Customer Issue Resolution: Handled escalated incidents with professionalism, providing clear explanations and solutions to maintain customer trust and satisfaction.
- Dashboarding and Visualization of important trends and bottlenecks to promote data-driven decision making.
- Process Compliance: Ensured all resolutions followed regulatory guidelines and company policies, minimizing risk and maintaining operational integrity.
- Insurance Knowledge: Developed strong understanding of insurance products, policy structures, claims processes, and customer service best practices.
Senior Executive
WIPRO
- Working for AT&T for APBA service as a senior technical support executive, which mainly deals with the conversion of POTS to VOIP.
- Communication with the clients regarding the site readiness of each order under every customer for successful truckload, regarding the equipment delivery related to the order must be done via business emails.
- Actively working on process resolution as a L1 support team, we ensure to provide real-time resolutions to the end users, also by maintaining the SLA simultaneously.
- We multitask on many tools like Salesforce, ServiceNow, QuickBase, Data Remote, CSO portal, etc.
- Coordinated cross-functional teams to streamline processes and improve efficiencies.
- Simultaneously worked for BANK OF AMERICA as well, as a part of the same project, providing end to end support for the client by coordinating with multiple teams and ensuring a smooth connectivity at the client's end.
- This being a pilot project, I was given the responsibility of a SME. I have trained 18 people till now, as per the clients' requirements, and I am currently handling a team of 7 people.
- I have experience working on Active Directory, Imprivata, RSA console, Citrix support, Microsoft 365, ServiceNow, etc.
- We mainly work as a resolution team, L1.5, also maintaining and tracking down SLAs, and providing quality feedback to each agent.
- Created reports on process performance metrics such as throughput, cycle time, quality score.
- Developed training materials for users on how to use the system effectively for maximum efficiency.
Process Specialist
Infosys
- Led a team of 15 specialists, providing guidance, training, and performance oversight to ensure consistent delivery of high‑quality service.
- Acted as Subject Matter Expert (SME) for application process support, serving as the primary escalation point for complex client issues.
- Coordinated with cross‑functional teams to streamline workflows, reduce turnaround times, and enhance client satisfaction.
- Ensured adherence to Service Level Agreements (SLAs) by monitoring ticket queues, prioritizing tasks, and driving timely resolution.
- Maintained detailed documentation of processes and resolutions to support compliance, transparency, and knowledge sharing.
- Strengthened client relationships by delivering clear communication, proactive issue management, and reliable support.
Education
Diploma - Computer Science And Technology
Saroj Mohan Institute Of Technology
B. Tech - Computer Science And Engineering
Institute Of Engineering And Management
KolkataSkills
- KYC compliance
- Transaction monitoring
- Insurance policies
- Fraud detection
- Stakeholder communication
- Risk assessment
- Trend analysis
- ServiceNow
- Salesforce
- SLA management
- Active Directory
- Imprivata
- Evidence-based decision making
- Audit support
- Regulatory compliance
- MS-EXCEL
Projects
- Interactive Dashboard using MS-EXCEL, https://onedrive.live.com/edit.aspx?resid=94671A3DC7C92749!478&ithint=file%2cxlsx&authkey=!AO9quXJN3nIUiVc
- Interactive Dashboard using PowerBI, https://drive.google.com/file/d/1soILRbqRX9F2Trj4VrlkGt3QIMbotXV/view?usp=drive_link
Timeline
KYC Analyst
Barclays
04.2025 - Current
Analyst
Capgemini
Senior Executive
WIPRO
Process Specialist
Infosys
Diploma - Computer Science And Technology
Saroj Mohan Institute Of Technology
B. Tech - Computer Science And Engineering
Institute Of Engineering And Management