Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Soumita Mukherjee

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

Calcutta University
GPA: 58%

Higher Secondary - Science

West Bengal Board of Higher Secondary Education
GPA: 51.8%

10th - undefined

West Bengal Board of Secondary Education
GPA: 71.6%

Diploma - Software Technology

CMC LTD
External Restricted - External Restricted - External

Skills

Collaborative team work

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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

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Soumita Mukherjee