B.Com -
V.K. Krishna Menon College
Mumbai05-2002
Smitha Mascarenhas
Mumbai
Education
Skills
- Project Management
- Process automation
- Customer Relationship Management
- Regulatory compliance
- Complaint management
- Strategic planning
- Business management
- Training and mentoring
Timeline
Business Process Lead
Tata consultancy services
10.2024 - Current
Process Leader
Capita India Pvt Ltd
01.2023 - 02.2023
Proprietor
Helens Beautiful Brides
04.2016 - 05.2022
Process Leader
Capita Service Pvt Ltd.
05.2004 - 05.2014
Customer Service Associate
Efunds International
05.2002 - 05.2004
B.Com -
V.K. Krishna Menon College
Summary
Results-driven professional focused on enhancing operational efficiencies and team productivity in business management. Expertise in automating processes and mentoring teams to achieve compliance and customer satisfaction, leading to notable improvements in complaint resolution and service quality.
Work History
Business Process Lead
Tata consultancy services
mumbai
10.2024 - Current
- Led automation initiatives in UK pension resolution processes, streamlining operations and reducing manual intervention.
- Developed automated workflows for compensation handling to aid efficiency.
- Coordinated with internal teams, regulators, and customers to enhance timely complaint resolution and improve customer satisfaction.
- Managed complaint portfolios within UK pensions sector, ensuring adherence to regulatory standards and facilitating effective resolution.
- Ensured compliance with UK pension regulations and complaint-handling procedures as outlined by FCA guidelines.
- Assessed cases for compensation in alignment with organisational policies and industry guidelines.
- Drafted final resolution letters that aligned regulatory requirements with customer care.
- Focused on delivering fair outcomes while demonstrating professionalism and empathy in sensitive cases.
Process Leader
Capita India Pvt Ltd
Mumbai
01.2023 - 02.2023
- Managed team productivity and workflow, ensuring quality service goals were met or exceeded.
- Supervised employees and assessed performance to identify training needs, creating plans to decrease process lags.
- Trained and mentored associates on performance-oriented strategies and customer service techniques, enhancing team effectiveness.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained new employees on proper protocols and customer service standards.
Proprietor
Helens Beautiful Brides
Mumbai
04.2016 - 05.2022
- Founded and operated a business specializing in tailored rental and new bridal gowns.
- Secured 4.5 Google service rating by delivering high-quality products and exceptional customer service.
- Managed daily operations for bridal shop, ensuring smooth workflow and customer satisfaction.
- Curated a diverse selection of bridal gowns and accessories to meet client preferences.
- Developed marketing strategies to promote services through social media and community events.
Process Leader
Capita Service Pvt Ltd.
Mumbai
05.2004 - 05.2014
- Handling Quality Accuracy for the team in Life Pensions and Bonds.
- Supervised processes to identify and eliminate bottlenecks in business operations.
- Established and managed trial projects to implement updated processes for improved efficiency.
- Mapped process workflows to enhance understanding of procedures.
- Developed and enhanced personnel work instructions to clear up confusion and boost performance.
- Reported findings and provided targeted recommendations to senior leaders to inform strategic decisions.
- Managed quality assurance initiatives.
- Managed service level agreements to ensure compliance with client expectations.
- Facilitated customer relationship management to enhance client satisfaction and retention.
- Conducted performance measurement and appraisal to evaluate employee effectiveness.
- Performed deliverable review and sign-off to ensure project compliance with standards.
- Led process improvement initiatives to enhance operational efficiency.
- Engaged in stakeholder management to align project goals with stakeholder expectations.
- Implemented audit control measures to ensure compliance with regulatory standards.
- Monitored productivity requirements to achieve operational targets.
- Participated in project calls to address and resolve communication issues.
- Monitored project performance and progress to identify issues and implement corrective action plans.
- (Life and Pensions)
Customer Service Associate
Efunds International
Mumbai
05.2002 - 05.2004
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Managed calls from irate customers to resolve issues effectively.
- Handling escalated calls and providing additional technical information related to project.
- Achieving sales target along with quality and accuracy being the highest priority
Certification
FA1, CII
Languages
- Hindi
- Marathi
- English, Advanced (C1)
- Hindi, Advanced (C1)
- Marathi, Upper intermediate (B2)
Overview
24
24
years of professional experience
1
1
Certificate