Snigdha LAKRA
Bhubaneswar
Summary
Customer-Service professional with experience in taking Inbound and outbound call, with a proper active listening by providing customer support and giving resolution on first call. Also skilled in handling all field related queries, complaint resolution, and CRM systems. Strong communication skills with a focus on compliance, quality, and customer satisfaction. Eager to contribute to ICICI Bank’s high service standards.
Overview
3
3
years of professional experience
4040
4040
years of post-secondary education
Work History
Subject Matter Expert
Tech Mahindra
Bhubaneswar
2025.12 - 2026.01
- Assist team members in handling complex or escalated cases.
- Provide real-time support during critical situations.
- Ensure adherence to SOPs and SLAs.
- Provide accurate guidance on policies, workflows, and best practices.
- Identify errors, gaps, and root causes and giving feedback.
- Performing regular audits to ensure no error
- Prepare reports on quality, productivity, and improvement initiatives.
- Support management with insights and recommendations.
Team Leader
Tech Mahindra
Bhubaneswar
2025.09 - 2025.11
- Monitor individual and team performance against KPIs.
- Conduct regular performance reviews and feedback sessions guide, and motivate team members.
- Assign daily tasks and manage workloads.
- Ensure adequate staffing and coverage.
- Support training, upskilling, and career development.
Resource management Group
Tech Mahindra
Bhubaneswar
2024.06 - 2024.11
- Workforce planning and hiring as per business needs.
- Conduct interviews and coordinate with hiring managers.
- Shortlisted candidates documentation and Verification.
- Offer rollout onboarding and induction.
Customer Support Associate
Tech Mahindra
Bhubaneswar
2023.06 - 2024.01
- Respond to customer queries via phone, email, chat.
- Resolve complaints and issues in a polite, timely, and professional manner.
- Provide accurate information about products, services, policies, and procedure.
- Follow up with customers to ensure issue resolution.
- Escalate complex issues to senior support or relevant teams.
- Maintain customer satisfaction and build trust to give proper guidance.
Education
Master of Commerce(Finance And Control) - Finance
BJB Autonomous College
Bhubaneswar 2021.11 - 2023.11
Bachelor of Commerce - Commerce
Ravenshaw University
Bhubaneswar 2018.06 - 2021.04
MGM English School
Bhubaneswar St Joseph Convent School
Bhubaneswar Skills
- Ability to work in shifts and under pressure
- Teamwork and adaptability
- Time management
- Professional phone etiquette
- Product pitching and persuasion skills
- Identifying customer needs
- Clear and confident verbal communication
- Ability to explain banking information in simple language
- Target-oriented approach
Technical Skills
- Ms-Excel
- Ms-Office
- Tally/PGDCA
Languages
English
First Language
Hindi
Proficient (C2)
C2
Odia
Proficient (C2)
C2
Timeline
Subject Matter Expert
Tech Mahindra
2025.12 - 2026.01
Team Leader
Tech Mahindra
2025.09 - 2025.11
Resource management Group
Tech Mahindra
2024.06 - 2024.11
Customer Support Associate
Tech Mahindra
2023.06 - 2024.01
Master of Commerce(Finance And Control) - Finance
BJB Autonomous College
2021.11 - 2023.11
Bachelor of Commerce - Commerce
Ravenshaw University
2018.06 - 2021.04
MGM English School
St Joseph Convent School