Soumita Mukherjee
New Delhi
Summary
Results-oriented and dedicated Team Developer with over 16 years of experience at Bank of America Continuum India. Proven track record in leading teams, optimizing processes, and ensuring high-quality service delivery. Adept at managing multiple queues, providing on-floor support, and driving process improvements for enhanced efficiency. Skilled in training new team members and contributing to professional development initiatives.
Overview
16
16
years of professional experience
1
1
Language
Work History
Team Developer
Bank of America Continuum India
02.2008 - Current
- Led Team Evolve, enhancing professional development for team members
- Conducted grooming sessions on "Career Planning and Development"
- Successfully trained new joiners, improving customer satisfaction
- Managed Quality Audit, ensuring adherence to service quality standards
- Banking Certification on Credit Analyst
- Consistently amongst the top 5 performers in the team
- Responsibilities:
- Oversaw multiple queues related to all types of account maintenance: Address Change, Tax Forms, Account Closure, Credit Reference Letter etc
- Reviewing and assessing customer documentation, verifying identities
- Ensured compliance with regulatory requirements and internal policies
- Monitored team performance, provided feedback, and conducted training sessions
- Conducted quality audits, addressed process-related queries, and offered on-floor support
- Published monthly team scorecards and conducted Process Knowledge Transfer (PKT) sessions
- Shared banking knowledge, actively contributing to team professional development.
Senior Team Member
Email Servicing
02.2008 - 01.2012
- Contributed to Process Level Mapping project, enhancing overall efficiency
- Consistently achieved top performance in Customer Satisfaction (C-SAT) metrics
- Maintained high standards in key performance parameters
- Responsibilities:
- Resolved various accounts (regular, investments), performed accounts maintenance
- Managed team performance tracker and attendance sheet
- Served as Team Quality Auditor, conducting sessions and providing feedback
- Shared banking knowledge, contributing to ongoing learning initiatives.
Education
B. Sc. III - undefined
GPA: 58%
Higher Secondary - Science
GPA: 51.8%
10th - undefined
GPA: 71.6%
Diploma - Software Technology
External
Restricted - External
Restricted - External
Skills
Collaborative team work
Team building and development
Simultaneous Development Team Management
Executive team leadership
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
- Achieved Result through effectively helping with Task.
- Supervised team of Number staff members.
Timeline
Team Developer - Bank of America Continuum India
02.2008 - Current
Senior Team Member - Email Servicing
02.2008 - 01.2012
Calcutta University - B. Sc. III,
West Bengal Board of Higher Secondary Education - Higher Secondary, Science
West Bengal Board of Secondary Education - 10th,
CMC LTD - Diploma, Software Technology