Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
SMITA JENA

SMITA JENA

Noida

Summary

I'm a Banking Operations Manager with extensive experience in streamlining processes and enhancing customer service. Known as a problem solver and team player, I excel in optimizing workflows through collaboration. Passionate about digitalization, I leverage technology and data to drive operational efficiency and innovation.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Team Manager

Barclays
Noida
08.2022 - Current
  • Identify and implement improvement opportunities across process
  • Oversee operational performance, ensuring adherence to risk and operational frameworks
  • Promote a resolution-focused culture, empowering leaders and staff to resolve customer concerns at first contact, reduce handoffs
  • Hands-on with process reporting, including key metrics such as SLA, TAT, Quality, AHT, and RCA, to ensure performance standards are met
  • Set and maintain performance standards, fostering a commercially driven team, with frequent evaluations, monitoring and support for growth
  • Lead customer service efforts to enhance satisfaction and improve NPS
  • Skilled in onshore and offshore stakeholder management, ensuring effective communication and collaboration to align objectives and drive success
  • Experienced in managing outbound and inbound calling campaigns in customer service, focusing on strategy development, execution, and performance analysis to enhance customer satisfaction and drive results
  • Identified and coached teams on engaging with vulnerable customers at various touch points, ensuring they receive tailored support and solutions to enhance their experience.

Education

B. Com: Finance and accounting -

Goenka College of Commerce and Business Administration
Kolkata

HSC: Commerce (ISC) -

Carmel School
Dhanbad
01.2016

SSC: ICSC -

Carmel School
Dhanbad
01.2014

MBA: MARKETING& OPERATIONS (DUAL) -

BML MUNJAL UNIVERSITY
GURUGRAM

Skills

  • Leadership
  • Detail oriented
  • Customer centric
  • Marketing automation
  • Data Analysis
  • Process improvement

Certification

  • Customer Engagement& Experience
  • Lean Six Sigma, Green Belt
  • Digital Marketing

Languages

  • English
  • Hindi
  • Odiya
  • Bengali

Timeline

Team Manager

Barclays
08.2022 - Current

B. Com: Finance and accounting -

Goenka College of Commerce and Business Administration

HSC: Commerce (ISC) -

Carmel School

SSC: ICSC -

Carmel School

MBA: MARKETING& OPERATIONS (DUAL) -

BML MUNJAL UNIVERSITY

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SMITA JENA