SUSMITHA SHAJU

Recruit, train, and coach new team members to required standards.

Supervise shifts and maintain efficient workflow during busy trading periods.

Oversee daily store operations and coordinate routine tasks.

Handle customer complaints professionally and resolve issues promptly.

Maintain compliance with company policies, food safety regulations, and health and safety standards.

Handle cash reconciliation, banking, and till balancing during daily trading periods.

Managed key projects like CRM, CHATBOT, IVR and responsibilities to enhance service delivery

Integrated Chatbot with CRM and core Banking services

Enterprise SMS notification system – Account Manager

Whitelisting, implementing, monitoring the SMS alerts for transactions, OTPs, balance inquiries, and notifications

Coordinated testing and rollout of SMS alerts with telecom providers to ensure timely communication

Enterprise Email Notification system – Account Manager

Managed automated email communications for customer onboarding, account alerts etc.

Improved reliability and delivery of customer communications

Internet Banking Enhancement

Implemented customer features and usability improvements to enhance user experience

Supported testing and deployment of upgraded services

Mobile Banking Enhancement

Delivered mobile banking enhanced version to the customers

Coordinated feature enhancements and resolved issues to optimise service delivery.

Worked with vendors to improve customer experience and application performance

Vendor Onboarding – Digital Products

Assisted in vendor onboarding for new digital products to enhance customer engagement

Promoted bank's products for increased sales and customer retention