Smriti Upadhyaya
New Delhi
Summary
Customer-focused professional with an MSc in Business Management and extensive experience in banking and hospitality. Proven skills in problem-solving, client relationship management, and operational improvement. Strong entrepreneurial mindset with expertise in sales and social media marketing, dedicated to enhancing customer experience.
Overview
5
5
years of professional experience
Work History
Founder & Owner – Independent Jewellery Business
@itsnotaphasemom (Instagram based)
New Delhi
07.2021 - Current
- Founded and managed an online business, overseeing end-to-end processes including customer communication, order management, and record-keeping.
- Handled client enquiries, feedback, and issue resolution, demonstrating clear communication and people-focused problem solving.
- Maintained accurate sales, inventory, and delivery records, ensuring organisation, accountability, and data accuracy.
- Applied structured workflows to manage enquiries, fulfilment, and follow-ups, supporting consistent and reliable service delivery.
- Cultivated stakeholder relationships, garnering positive feedback from 35+ customers in first month.
Customer Service Representative
Starling Bank
Southampton
05.2024 - 01.2026
- Delivered high-quality customer support across calls, live chat, and email, achieving 100% positive quality outcomes for 18 months in a regulated banking environment.
- Resolved customer issues efficiently using strong problem-solving skills, maintaining accuracy and professionalism in high-volume workloads.
- Managed three concurrent live chats while maintaining service standards, achieving below-average wrap-up times and positive customer feedback.
- Supported vulnerable customers with empathy and regulatory awareness, logging over 30 vulnerabilities monthly per internal procedures.
- Trained new starters and flagged recurring trends (e.g. card fraud and technical issues) to enhance processes and support customer retention.
FRONT OF HOUSE STAFF
Premier Inn
Cardiff
10.2022 - 08.2024
- Increased revenue through proactive upselling, engaging with over 1,000 guests in four days.
- Managed multifaceted hotel operations, including front-desk and food and beverage services, and the professional resolution of customer queries and complaints.
- Trained new team members on service standards and sales techniques.
- Supported operational administration by maintaining accurate records for refunds, discounts, and banking logs.
HR Assistant Trainee
Infinite Telesolutions Pvt. Ltd.
Delhi
02.2022 - 04.2022
- Supported end-to-end recruitment, including CV screening, interview scheduling, and responding to employee queries.
- Maintained accurate, confidential HR records, databases, and documentation in line with data protection requirements.
- Assisted with policy reviews, internal communications, and meeting coordination to support efficient HR operations.
- Provided administrative support for budget tracking and project coordination, ensuring adherence to instructions and contributing to overall project success.
Education
Master's Degree - Business Management
Cardiff University
Cardiff09.2023
Bachelor of Arts (B.A.) - Political Science
Delhi University
Delhi06.2022
Skills
- Customer relationship management
- Project management
- Regulatory compliance
- Training and development
- Adobe Creative Suite
- Microsoft Office
- Continuous adaptability
- Entrepreneurial mindset
- Order management
- Data analysis
Awards
- Hospitality Hero of the Month
- Academic Excellence Award
References
References available upon request
Languages
- Hindi, Native
- English, Proficient (C2)
Voluntary Work Experience
Co-founder and Graphics Head – POLIENZ (Political Science Society), Delhi University
September 2020 - June 2021
New Delhi
- Reviewed applications, conducted interviews across departments for a structured and fair recruitment processes for the formation of a graphic team of 16 members.
- Allocated team members responsibilities and personally monitored progress.
- Managed project timelines, budgets, and sponsorship funding.
- Ensured the growth by expanding the society’s social media presence to 200+ followers within one month.
- Successfully handed over to the forthcoming generation of students.
Graphics Head – India-South Korea Youth Forum (Global Youth)
August 2020 - July 2021
India
- Practised track II diplomacy online.
- Collaborated in team setting to handle assignments.
- Ideated for and managed all social media posts. Designed digital posts using Canva.
- Used tools to support remote coordination with team members across India and South Korea.
Volunteer – Trickle Up (USA based NGO)
June 2018 - July 2018
New Delhi
- Worked with slum children, youth, and women.
- Advocated for the rights of oppressed section of our society.
- Assisted with outreach, coordination, and administrative tasks.
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Timeline
Customer Service Representative
Starling Bank
05.2024 - 01.2026
FRONT OF HOUSE STAFF
Premier Inn
10.2022 - 08.2024
HR Assistant Trainee
Infinite Telesolutions Pvt. Ltd.
02.2022 - 04.2022
Founder & Owner – Independent Jewellery Business
@itsnotaphasemom (Instagram based)
07.2021 - Current
Master's Degree - Business Management
Cardiff University
Bachelor of Arts (B.A.) - Political Science
Delhi University