Smriti Arora
New Delhi
Summary
Dynamic Senior Associate with expertise in fintech at World Network Services, excelling in complex resolution and script optimization. Proven track record in enhancing customer satisfaction and mentoring new hires. Skilled in payout management and real-time support, driving operational excellence and compliance with KYC/AML standards.
Overview
5
5
years of professional experience
Work History
Senior Associate / Subject Matter Expert (SME)
World Network Services (WNS)
Gurugram
08.2024 - Current
- SME Floor Support: Provide real-time technical and process support to agents within a Fintech process, ensuring accurate resolution of user queries via email, call, and chat.
- Complex Resolution: Resolve complex financial cases and act as a point of contact for high-level customer concerns to ensure seamless day-to-day operations.
- Enhanced first-call resolution and customer satisfaction (CSAT) through script optimization and process clarifications.
- Mentored new hires as Subject Matter Expert (SME) while assisting team in managing business payouts and tax-related concerns.
- Audit Readiness: Actively participate in quality audits and calibration sessions to ensure service accuracy and compliance with Fintech standards.
Program Manager
Great Learning
11.2023 - 07.2024
- Stakeholder Engagement: Served as primary contact for stakeholders, facilitating discussions to strengthen engagement and improve performance monitoring.
- Process Improvement: Streamlined program management processes and delivered tailored support to enhance learner experience.
- Managed the end-to-end learning journey for participants, fostering high satisfaction and facilitating achievement of learning outcomes.
Customer Service Agent 2 / SME
Accenture (Google Pay Process)
07.2022 - 07.2023
- Fintech specialization: Handled inbound calls regarding customer queries while maintaining daily CSAT and AHT targets and tracking performance on a monthly scorecard. Assisted new teams with product knowledge and customer service skills as an SME in a payment processing environment (Google Pay), bridging support and sales teams to enhance collaboration.
- Created positive customer experiences while meeting daily CSAT and AHT targets.
- Knowledge transfer: Facilitated training for new teams on product knowledge and service skills, enhancing overall quality of customer interactions.
Sr. Representative Operations / SME
Concentrix (GAP CC Team)
10.2020 - 06.2022
- Advanced to Subject Matter Expert (SME), providing real-time floor support and mentoring new hires to enhance team performance.
- Multi-Brand Operations: Managed customer care and fintech-related payment processing for a diverse portfolio including GAP, Old Navy, and Banana Republic.
- Managed daily customer concerns and de-escalated issues, ensuring operational continuity.
- Coached new teams on product knowledge and customer interaction skills, contributing to improved quality scores.
Education
MBA -
Delhi University
02-2026
Bachelor of Arts -
Delhi University
02-2020
Diploma Certificate- HTM - Hospitality And Tourism Management
N.S.D.C
05-2018
Senior School Education (XIIth) -
Lilawati Vidya Mandir Sr. Sec. School
01-2017
Skills
- Payment processing
- Payout management
- KYC/AML regulatory standards
- Fraud de-escalation
- Operational support
- Audit calibration
- Risk assessment
- SLA adherence
- AHT
- CSAT
- Quality scores
- Salesforce
- Compliance review
- Risk management
- Google workspace
- Vista
- Case Studio
- Data visualization
- Real-time floor support
- Mentoring new hires
- Script optimization
Languages
- English, Fluent
- Hindi, Fluent
Timeline
Senior Associate / Subject Matter Expert (SME)
World Network Services (WNS)
08.2024 - Current
Program Manager
Great Learning
11.2023 - 07.2024
Customer Service Agent 2 / SME
Accenture (Google Pay Process)
07.2022 - 07.2023
Sr. Representative Operations / SME
Concentrix (GAP CC Team)
10.2020 - 06.2022
MBA -
Delhi University
Bachelor of Arts -
Delhi University
Diploma Certificate- HTM - Hospitality And Tourism Management
N.S.D.C
Senior School Education (XIIth) -
Lilawati Vidya Mandir Sr. Sec. School