Summary
Overview
Work History
Education
Skills
Certification
Hobbies
Objective
Timeline
Generic

Smrity Mitra

Alaknanda, Delhi

Summary

A dedicated and results-oriented banking professional with extensive experience in customer service, operational management, and team leadership within the banking sector. Specialized in optimizing processes, resolving complex customer issues, and leading training programs that enhance team performance. Known for a high level of integrity, attention to regulatory compliance, and a consistent ability to manage both client relations and internal operations. Looking to leverage my deep understanding of banking services, customer service excellence, and operational best practices in a compliance or operational risk management role.

Overview

4
4
years of professional experience
22
22
years of post-secondary education
3
3
Certifications

Work History

Subject Matter Expert (Client Service and Success)

Global Analytics India Pvt. Ltd.
10.2023 - Current
  • Led banking operations and compliance management initiatives, optimizing customer service workflows while ensuring regulatory compliance with banking industry standards.
  • Managed escalation cases for complex banking issues, conducting thorough investigations, providing detailed reports, and ensuring timely, empathetic resolution while adhering to industry regulations.
  • Conducted quality audits of customer service interactions to ensure compliance with internal standards, using the insights to improve team performance and customer satisfaction.
  • Developed and delivered training programs for new and existing team members on banking products, processes, and best practices, significantly improving operational efficiency.
  • Implemented process improvements that enhanced service delivery, reduced case resolution times, and increased customer satisfaction across the banking operations team.
  • Collaborated with senior management to refine operational workflows, providing recommendations that helped streamline tasks and ensured alignment with regulatory requirements.
  • Led efforts to enhance the knowledge base by creating effective troubleshooting guides and training documentation, which improved service efficiency and reduced average response times.
  • Played a pivotal role in identifying trends and implementing operational improvements that increased efficiency, minimized errors, and supported high-quality service delivery across all teams.

Senior Customer Service Representative V3

FIS Global Solutions India Pvt Ltd
12.2021 - 06.2023
  • Began in a frontline role handling inbound calls, chats, and emails, delivering timely and accurate support on various banking queries with a focus on customer satisfaction.
  • Earned increased responsibility due to strong performance, progressing to handle supervisor-level escalations and making supervisor callbacks to resolve complex or sensitive cases.
  • Promoted to a team leadership position, overseeing a group of agents, managing daily operations, conducting performance reviews, and mentoring team members to achieve service excellence.
  • Managed high-level escalations in compliance with regulatory standards, ensuring satisfactory resolution while minimizing repeat contacts and enhancing customer experience.
  • Led quality audits, identified areas for improvement, and provided structured, actionable feedback to improve interaction quality and adherence to compliance protocols.
  • Designed and facilitated training sessions and refresher workshops to build product knowledge, process accuracy, and customer handling skills within the team.
  • Played a critical role in operational planning, identifying performance gaps, recommending workflow optimizations, and implementing changes to reduce service demand and improve efficiency.
  • Collaborated with internal teams including QA, compliance, and workforce management to ensure aligned service delivery and a unified operational strategy.
  • Contributed to Management Information (MI) reporting, tracking KPIs such as FCR, DSAT, AHT, quality scores, and team productivity, providing insights to senior leadership for performance reviews and process decisions.

Customer Service Specialist

Wipro HR Services India Pvt Ltd
07.2021 - 12.2021
  • Delivered exceptional customer service to insurance clients, addressing inquiries related to policies, claims, renewals, and product details in compliance with insurance sector regulations via inbound calls.
  • Managed complex customer issues in the insurance space, ensuring resolution within compliance guidelines and improving client satisfaction.
  • Built strong customer relationships by providing personalized solutions, answering questions about insurance products, and guiding clients through policy-related issues.
  • Provided recommendations and explanations on insurance products tailored to individual customer needs, ensuring a thorough understanding of policy options.
  • Assisted in maintaining customer records and documentation, ensuring compliance with regulatory standards for insurance transactions and customer data management.

Education

Bachelor of Arts - English And French

Jesus And Mary College
04.2001 - 11.2020

12th Standard, Commerce, CBSE Board

Holy Child Senior Secondary Convent School,
04.2015 - 05.2016

Matriculation, CBSE Board

Holy Child Senior Secondary Convent School
04.2013 - 05.2014

Skills

  • Banking Operations & Compliance - Expertise in banking products, services, and account management
  • Knowledge of banking regulations and compliance standards
  • Customer Service Excellence - Advanced problem-solving and conflict resolution
  • High-pressure decision-making with clear, professional communication
  • Leadership & Team Management - Mentoring, training, and quality audits to improve team performance
  • Managing escalated issues and ensuring customer satisfaction
  • Operational Efficiency - Streamlining customer service workflows and implementing process improvements
  • Strong collaboration with cross-functional teams to enhance service delivery
  • Documentation & Reporting - Creating detailed case notes, customer reports, and process documentation
  • Ensuring compliance with industry standards and managing sensitive information

Certification

Awarded as Best Performer of the Year for outstanding performance, enabling Green Dot Bank in achieving its mission of helping people get more things done in banking services.

Hobbies

  • Traveling: Exploring new cultures and destinations.
  • Cooking: Experimenting with diverse cuisines.
  • Listening to Music: Enjoying a wide range of genres.
  • Watching Web Series & Movies: Engaging with compelling stories and characters.

Objective

To secure a challenging role in compliance or operational risk management, where I can apply my banking operations expertise, customer service experience, and leadership skills to help the organization manage regulatory risks, optimize operational efficiency, and ensure compliance with industry standards.

Timeline

Subject Matter Expert (Client Service and Success)

Global Analytics India Pvt. Ltd.
10.2023 - Current

Senior Customer Service Representative V3

FIS Global Solutions India Pvt Ltd
12.2021 - 06.2023

Customer Service Specialist

Wipro HR Services India Pvt Ltd
07.2021 - 12.2021

12th Standard, Commerce, CBSE Board

Holy Child Senior Secondary Convent School,
04.2015 - 05.2016

Matriculation, CBSE Board

Holy Child Senior Secondary Convent School
04.2013 - 05.2014

Bachelor of Arts - English And French

Jesus And Mary College
04.2001 - 11.2020

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Smrity Mitra