Smrity Mitra
Alaknanda, Delhi
Summary
Resourceful and detail-oriented operations specialist with over 3 years of experience supporting compliance, quality assurance, and client escalation management in fast-paced financial services environments. Possess foundational knowledge of anti-money laundering (AML) principles and regulatory frameworks. Adept at conducting quality control audits, performing root cause analyses, and delivering targeted training to enhance team performance and compliance adherence. Strong collaborator with cross-functional teams including Compliance, Product, and Engineering to drive process improvements and operational excellence. Committed to ensuring high standards of regulatory compliance and exceptional customer service in dynamic fintech settings.
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
- Led monthly quality control (QC) audits focusing on compliance and client service teams, identifying issues and recommending corrective actions to reduce operational risk.
- Supported root cause analysis and reporting for compliance gaps and process inefficiencies, enabling targeted improvements.
- Delivered refresher training and coaching sessions to improve team adherence to regulatory guidelines and internal policies, raising compliance scores.
- Collaborated cross-functionally with Compliance, Product, Engineering, and Customer Success teams to resolve system issues and streamline workflows, reducing response time.
- Used Jira extensively to log, track, and escalate system bugs and compliance-related operational issues, ensuring timely resolution.
- Played a key role in knowledge base updates and SOP development, driving consistency and efficiency in operational processes.
Senior Customer Service Representative V3
FIS Global Solutions India Pvt. Ltd.
12.2021 - 06.2023
- Managed complex customer escalations with a focus on compliance and regulatory adherence, ensuring data protection and policy compliance.
- Conducted quality assurance audits and implemented audit feedback to elevate service quality and compliance standards.
- Provided real-time support and coaching to frontline agents on escalation handling, policy exceptions, and operational KPIs such as SLA adherence and FCR.
- Collaborated with IT, Workforce Management, and Training teams to troubleshoot system issues and optimize operational performance.
- Prepared and analyzed weekly performance dashboards and escalation data, presenting actionable insights to senior management.
Customer Service Representative
Wipro
07.2021 - 12.2021
- Delivered high-quality customer support addressing policy, claims, and renewal inquiries within regulatory frameworks.
- Resolved complex client issues while ensuring compliance with internal guidelines and data protection standards.
- Built strong client relationships through clear communication and personalized assistance.
- Maintained detailed documentation of client interactions to meet compliance and quality requirements.
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
- Compliance Support & Audit Assistance
- Quality Control (QC) & Root Cause Analysis
- Escalation & Complaint Management
- Training & Development
- Regulatory Awareness & Policy Adherence
- Cross-functional Collaboration
- Analytical Reporting & Data Analysis
Objective
Motivated operations specialist seeking to apply my skills in compliance support, quality control, and escalation management to contribute effectively in a financial services or fintech environment. Eager to leverage my analytical abilities and foundational AML knowledge to support risk mitigation, enhance operational efficiency, and uphold regulatory standards. Committed to continuous learning and delivering excellence through cross-functional collaboration and process improvements.
Technical Skills
- Salesforce CRM & Advanced Reporting
- Jira (Bug Tracking & Escalations)
- Google Suite (Sheets, Docs)
- MS Office Suite (Excel, Word, Outlook)
- Documentation & Knowledge Base Management Tools
Certification
Best Performer of the Year – Green Dot Bank (Recognition for outstanding service delivery)
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 India Pvt. Ltd.
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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