Smita Agarwal
Bangalore
Summary
Dynamic professional with a proven track record in client services and communication, adept at managing top international clients and cross-functional teams. At StoneX, led initiatives that enhanced transaction efficiency and compliance, significantly reducing errors. Expertise in business development and client support, ensuring high satisfaction levels. Skilled in SWIFT and ACH, with a focus on continuous improvement and team leadership.
Overview
20
20
years of professional experience
Work History
Sr Client Support Analyst
StoneX
Bangalore
07.2024 - Current
- Company Overview: SNEX Technology Services pvt Ltd
- Client support in Global payments
- Handling Cross- border transactions and ensuring compliance with international payment regulations
- Colloborating with internal teams and banking partners to stream line payment operations
- Utilizing tools like SWIFT, ACH for efficient transaction processing
- Indentifying and implementing process improvements to enhance efficiency and reduce errors
- Managing Support Que and initial triage
- Handling escalation and provide immediate solution
- Client setup and managing integration activities
- Inducting, training and managing team activities
- Support team in day today deliverables
- Liaising with Operations, Production Support, Client management and Compliance teams in the Global Payments business to help provide clients with accurately and timely support
- SNEX Technology Services pvt Ltd
Account Manager Client Services
PREMIERE DIGITAL SERVICES
Bangalore
10.2019 - 06.2024
- Delivering Value-Based outcomes
- Team Handling
- Overseeing day-to-day Operations of Client Support and providing leadership to team members
- Managing Video Content
- Monitoring work queues, balancing team's workload to ensure support meets productivity and quality standards
- Serving as first point of contact for Escalation
- Assisting in resolving the client and service issues
- Reviewing and reporting to management
- Monitoring through ad-hoc audits the quality and timeliness of the team's deliverables to the clients
- Recognizing re-occurring problems; leading brainstorming meetings, suggesting and implementing process improvements, in conjunction with support staff and other departments
- Communicating between teams and assisting in coordinating activities across multiple departments
- Coordinating with internal (Creative, Production, Post-Production,) & external (Production Houses) stakeholders on project execution
- Organizing and scheduling team resources to ensure adequate coverage, including late shifts, over times, holidays etc
- Continuously promoting knowledge assimilation, technical documentation, and sharing among team members
- Pro-actively managing clients to ensure high level of client satisfaction
- Working with Client Services Director to plan and strategize the training requirements, directions of the team, and ways to exceed operational targets
- Orienting, Mentoring and Guiding new employees
- Client Onboarding
- Worked with top National international clients such as YashRaj Films, Reliance entertainment, Vista India, Warner Bros, Disney, Google, Amazon etc
Management Lecturer ( On Need Basis)
ISMS
Bangalore
09.2011 - 11.2016
- Subjects handled: Services marketing, Promotion Management
- Rural Marketing and Practices of Management
- Research Methodology
- Advertising, Marketing Management
- Services Marketing, Business communication
Management Lecturer
Mangala Institute of Management Studies
Bangalore
09.2008 - 02.2010
- Subjects handled: Services marketing, Promotion Management
- Rural Marketing and Practices of Management
- Research Methodology
- Advertising, Marketing Management
- Services Marketing, Business communication
Bank Officer
ICICI Bank
Lucknow
07.2005 - 10.2007
- Primary Responsibilities: NRI Services-a/c opening, Remittances, Investments into fee income products, Forex Services Traveler's Cheques, Cross-selling Mutual Funds, Life-Insurance, General-Insurance
- Lobby Management-handling Front desk, Cash & Back up support to tellers, Entertaining customer queries, Ensuring timely Service delivery to customers
- Liaisoning with Back Office, Currency chest, ATM Replenishment agencies and Vendors
- Coordinating with team members for submission of monthly and quarterly reports to Corporate Office
- Responsible for entire IPO operations including bidding of applications
Education
MBA - Finance and Marketing
Babu Banarasi Das National Institute Of Technology
Lucknow, UP04.2005
Graduation - Commerce
Lucknow University
Lucknow, UP03.2003
Intermediate - Commerce
St. Fediles College
Lucknow, UP03.2000
Science - Science
Carmel High School
Lucknow, UP03.1998
Skills
- Customer service
- Communication skills
- Cross-Functional Team Work
- Top International Client Management
- Business Development
Timeline
Sr Client Support Analyst
StoneX
07.2024 - Current
Account Manager Client Services
PREMIERE DIGITAL SERVICES
10.2019 - 06.2024
Management Lecturer ( On Need Basis)
ISMS
09.2011 - 11.2016
Management Lecturer
Mangala Institute of Management Studies
09.2008 - 02.2010
Bank Officer
ICICI Bank
07.2005 - 10.2007
MBA - Finance and Marketing
Babu Banarasi Das National Institute Of Technology
Graduation - Commerce
Lucknow University
Intermediate - Commerce
St. Fediles College
Science - Science
Carmel High School
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