SUSMITHA SHAJU
Thrissur,INDIA
Summary
Results-oriented professional specializing in project coordination and stakeholder management. Proven track record in problem-solving and team collaboration, ensuring efficient project execution. Skilled in time management and documentation, consistently achieving high-quality results. Focused on utilizing expertise to enhance organizational success and advance within the industry.
Overview
4
4
years of post-secondary education
7
7
years of professional experience
Work history
Assistant manager
Pret A Manger
London, Tottenham Ct Rd, United Kingdom
2025.01 - Current
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.
IT Senior Officer – Enterprise Solutions
ESAF SMALL FINANCE BANK
Thrissur, India
2021.10 - 2024.12
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
Digital Banking Officer
ESAF SMALL FINANCE BANK
Thrissur, INDIA
2019.04 - 2021.10
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
Education
MSC. BUSINESS INFORMATION TECHNOLOGY - COMPUTER & MATHEMETICS
University of Greenwich
City of london 2025.01 - 2026.07
Master of Business Administration - MARKETING
Saintgits Institute of Management
Kottayam 2015.02 - 2017.03
Masters in Digital Marketing - Digital Marketing
NIDM-National Institute of Digital Marketing
BANGALORE 2017.05 - 2018.03
DIGITAL MARKETING EXPERT - DIGITAL MARKETING
Indian Council for Technical Research & Development (ICTRD)
INDIA 2018.03 - 2018.03
Skills
Budget management
Project Coordination
Stakeholder engagement
Documentation
Time Management
Problem Solving
Team Collaboration
Languages
English
Proficient (C2)
Hindi
Elementary
Malayalam
Proficient (C2)
Tamil
Proficient (C2)
Italian
Beginner
References
References available upon request.
Timeline
Assistant manager
Pret A Manger
2025.01 - Current
MSC. BUSINESS INFORMATION TECHNOLOGY - COMPUTER & MATHEMETICS
University of Greenwich
2025.01 - 2026.07
IT Senior Officer – Enterprise Solutions
ESAF SMALL FINANCE BANK
2021.10 - 2024.12
Digital Banking Officer
ESAF SMALL FINANCE BANK
2019.04 - 2021.10
DIGITAL MARKETING EXPERT - DIGITAL MARKETING
Indian Council for Technical Research & Development (ICTRD)
2018.03 - 2018.03
Masters in Digital Marketing - Digital Marketing
NIDM-National Institute of Digital Marketing
2017.05 - 2018.03
Master of Business Administration - MARKETING
Saintgits Institute of Management
2015.02 - 2017.03