Smrity Mitra
Alaknanda, Delhi
Summary
Resourceful and analytical professional with 3+ years of cross-functional experience in operations, client services, compliance oversight, and team coordination. Proven ability to lead high-volume workflows, manage client escalations, coordinate with stakeholders, and deliver service excellence in fast-paced, regulated environments. Recognized for strong documentation, training, and communication skills. Now seeking a role where I can apply my broad expertise to solve problems, support strategic goals, and drive operational impact across industries.
Overview
4
4
years of professional experience
22
22
years of post-secondary education
3
3
Certifications
Work History
Subject Matter Expert (Client Service & Success)
Global Analytics India Pvt. Ltd.
10.2023 - Current
- Lead management of escalated client cases across multiple channels, ensuring timely and accurate resolution while maintaining regulatory compliance.
- Directly report to the Operations Director for critical escalation cases and strategic operational initiatives.
- Analyze client queries to identify root causes and recommend workflow improvements that enhance service delivery and reduce turnaround times.
- Conduct quality audits and provide detailed reports to identify training needs and improve team performance.
- Develop and deliver comprehensive training programs for new and existing team members on best practices, operational standards, and client engagement strategies.
- Collaborate with cross-functional teams to align processes with compliance requirements and organizational goals.
- Enhance internal knowledge base and documentation to improve troubleshooting efficiency and reduce average response time.
Senior Customer Service Representative V3
FIS Global Solutions
12.2021 - 06.2023
- Managed complex customer service inquiries and escalations with a focus on compliance, accuracy, and client satisfaction.
- Performed detailed quality audits of team interactions, providing actionable feedback and coaching to improve service standards.
- Supported the creation of training materials and facilitated learning sessions to improve team knowledge and operational consistency.
- Collaborated with senior management to streamline workflows and enhance efficiency, contributing to significant reductions in case resolution times.
- Maintained detailed documentation and reports for escalations, ensuring follow-up and adherence to regulatory and company policies.
- Assisted in periodic compliance audits and due diligence activities to ensure client accounts met regulatory requirements.
Customer Service Representative
Wipro
07.2021 - 12.2021
- Delivered high-quality customer support via phone and chat, addressing policy, claims, and renewal inquiries within insurance regulatory frameworks.
- Resolved complex client issues promptly while ensuring compliance with internal guidelines and data protection policies.
- Built and maintained strong client relationships through personalized assistance and clear communication of product offerings.
- Documented client interactions and transactions in accordance with compliance and quality standards.
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
- MS Office (Excel, Word, Outlook)
- CRM and Case Management Software
- Knowledge Base & Documentation Tools
- Data Analysis and Reporting
Key Skills
- Process Optimization | Workflow redesign | Efficiency improvement
- Compliance & Audit Support | Regulatory documentation | Internal control checks
- Client Success & Retention | Escalation management | Quality service delivery
- Training & Development | New hire onboarding | Process documentation
- Operations Management | SOP creation | Cross-functional collaboration
- Analytical Thinking | Root cause analysis | Continuous improvement
- Communication | Stakeholder management | Written and verbal proficiency
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.
Objective
To obtain a challenging position in compliance, client services, operational risk, or process management where I can apply my skills in problem-solving, stakeholder collaboration, and process optimization to support organizational goals and deliver superior client outcomes. Committed to continuous learning and driving improvements that enhance operational efficiency and compliance in dynamic business environments.
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.
Timeline
Subject Matter Expert (Client Service & Success)
Global Analytics India Pvt. Ltd.
10.2023 - Current
Senior Customer Service Representative V3
FIS Global Solutions
12.2021 - 06.2023
Customer Service Representative
Wipro
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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