Gitanjali Jha
Milton Keynes
Summary
Results-oriented professional with strong interpersonal skills and a focus on collaboration and problem-solving. Experienced in data analysis and utilising analytical tools to enhance process efficiency. Communicates effectively with cross-functional teams to deliver high-quality service and consistent outcomes. Ready to apply transferable skills in a fast-paced operations environment.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Back Office Operations Analyst
Tsys Managed Services EMEA
Milton Keynes, Buckinghamshire
10.2023 - Current
- Ensured accuracy of records through daily data entry and filing updates.
- Maintained compliance with regulations supporting company standards and reputation.
- Developed comprehensive documentation of operational processes for efficient reference.
- Handled sensitive information discreetly under strict confidentiality protocols.
- Applied newly learned skills quickly to daily tasks improving efficiency.
- Assisted team by taking on additional responsibilities during busy periods. to support team success.
- Answered 80+ customer questions daily across inbound calls, emails, and live chats.
- Handled customer concerns and escalated major issues to supervisor.
- Placed 10+ outbound calls daily to businesses and individuals for follow-up.
- Attended training sessions regularly to update product knowledge and delivery skills.
Senior Test Analyst
Amossys Consulting Services Private Limited
Bangalore
07.2015 - 09.2023
- Executed functional testing and produced test documentation aligned with shared standards, facilitating effective communication.
- Planned and executed system tests, communicating findings to project manager to inform decision-making.
- Developed test cases for features based on functional specifications, ensuring comprehensive coverage.
- Provided user acceptance testing support to ensure quality standards were met.
- Evolved and documented detailed software testing plans to suit business needs.
- Assessed program functionality against user requirements and established guidelines.
- Replicated user issues to identify and eliminate root causes.
- Prevented project delivery delays, using Jira to facilitate project tracking.
Functional Business Consultant
Anabatic Technologies
Bangalore
09.2012 - 06.2015
- Gathered and analysed business requirements through client discussions and workshops to align project goals with client needs.
- Prepare functional requirement documents and business requirement documents.
- Work closely with technical teams to translate functional requirements into solutions.
- Configure application modules based on business requirements and client specifications.
- Perform functional, system integration, and user acceptance testing.
- Create detailed test cases, test scenarios, and test execution reports.
- Log and coordinate defect resolution with development teams.
- Conduct gap analysis and recommend process improvements for business efficiency.
- Supported data validation and migration, alongside system configuration, to ensure seamless implementation of business solutions.
- Coordinated cross-functional teams to facilitate timely project delivery, ensuring all stakeholder requirements were met.
- Deliver end-user training and prepare user manuals and process documentation.
- Assist clients during go-live support and issue resolution.
- Participate in requirement clarification meetings and change request management.
- Ensure solutions comply with business processes and quality standards.
Customer Relationship Manager
State Bank of India
Bhopal, India
09.2008 - 08.2012
- Managed day-to-day branch operations, driving sales of cross products to enhance customer engagement.
- Responded to customer account inquiries and provided updates to resolve issues and improve satisfaction.
- Explained bank services and financial products, ensuring customers understood applicable fees for informed decision-making.
- Greeted customers warmly upon arrival, ensuring a positive first impression.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Attended dedicated networking sessions to attract new business.
- Participated in formal and informal training to maintain up-to-date knowledge of banking technologies and laws.
- Reconciled cash and cheques against computer records at end of shift.
- Cashed customer cheques, including verifying identification and checking account balances in accordance with bank policy.
- Entered transactions into computer and issued customer receipts.
- Prepared official cheques for customers and internal bank needs.
- Provided regular reporting of unallocated cash.
- Assisted auditors in identifying information necessary to complete audit activities.
Education
Bachelor of Science - Physics
IASE Deemed University
India, IndiaMBA - International Business
DAVV University
India, IndiaSkills
- Test execution
- Test case preparation
- Manual and functional testing
- Defect management
- Defect identification
- Defect resolution
- Test planning
- Test plan development
- Quality assurance
- Process improvement
- Operational efficiency
- Transaction processing
- Document management
- Confidentiality practices
Certification
AMFI & IRDA
JAIIB & CAIIB
Timeline
Back Office Operations Analyst
Tsys Managed Services EMEA
10.2023 - Current
Senior Test Analyst
Amossys Consulting Services Private Limited
07.2015 - 09.2023
Functional Business Consultant
Anabatic Technologies
09.2012 - 06.2015
Customer Relationship Manager
State Bank of India
09.2008 - 08.2012
Bachelor of Science - Physics
IASE Deemed University
MBA - International Business
DAVV University