Srirupa Mukherjee

Experience

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  Citicorp Securities and Investments Ltd. (Known as E-Serve International), mbai

  Feb 2000 - Apr 2001

  Junior Processing Officer, Citiservice

  Citiservice was the call center dedicated to Citibank’s corporate customers and financial institutions. Liaising with the Citibank branches around the world through Swift pertaining financial queries and settlements. Was a part of the service network for all the Citibank branches abroad (Specifically Citibank New York, London, Singapore, Frankfurt) Handling queries and calls for the corporate customers and the financial institutions based all over India for funds transfer cases. Generating Reports and making presentations..Achievements Received recognition like “Star of the Week” (5times) for faster resolution of queries related to funds transfer for the corporate customers. Have obtained positive feedback from Relationship Managers and Service Managers regarding the quality of the service provided.TRAINING  Attended a special training course at the NIS (National Institute of Sales) for Interpersonal Skills and enhancing communication skills. Attended Quality Awareness programs in Citiservice. Attended training programs in various voice modulations techniques. Show less

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  Tata- AIG General Insurance Co. Ltd, Mumbai

  Dec 2001 - Aug 2003

  Customer Service Officer

  TATA-AIG General Insurance Company Ltd jointly owned by The Tata group and AIG General Insurance Company Private Limited. It is a leading insurance player in the Indian sector. They specialized in both sectors of Life insurance and General insurance Handled inbound telephone enquiries of customers and agents. Taking detailed information of Auto Claims on the call and cascading it to the department for timely payout and inspection of the damage. Liaising with all the other departments to get the customer resolved in a timely manner. Responsible for communicating process updates to the team and assisting them in absence of the supervisor. Mentor to new joiners.Achievements Awarded the Team player for the year 2002 for achieving the best scores consistently in the quality and Accuracy parameters through the year. Was awarded the Team player of two quarters (2 &3) for having the handled the highest number of calls accurately with no complaints. Was part of the training of 2 new insurance product launches. Show less

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  Prudential Process Management Services (Pvt. Ltd.), Mumbai

  Sept 2003 - Apr 2007

  Prudential Process management Services is a wholly owned service delivery center of Prudential Assurance Company Limited UK. I joined as an Insurance Associate, was later promoted to an Insurance Executive and then as Process Leader in a span of 3 years.Key responsibilities as a Process Leader  The role included managing various customer queries, process improvements, simplification, standardization and updating of Business Process Manuals.  Providing efficient and effective service to policyholders, third parties and FA’s (Financial Advisors). These include providing policy details, application of premiums, refunds, amendment to existing policy records as per FSA (Financial Services Authority) guidelines, processing of surrender and maturity claims and assisting in payouts Collating the daily and weekly reports, Managing quality and accuracy audits resolving errors and developing weekly action plans to avoid recurrence of the same for a team of 15 agents.  Giving weekly performance feedback on an individual and team level. Imparting product and process training to new joiners, monitoring performance and certifying agents as competent on the various processes.  Carrying out a detailed TNA (Training Needs Analysis) for the team, to identify gap areas in skills and knowledge on a monthly basis.  Designing plans to improve team productivity reduce referrals, managing and reducing suspension of cases. Ensuring adherence to compliance and regulatory requirements through analysis and training to reduce the number of breaches and complaints. Building domain knowledge by conducting Product Knowledge Tests. Created a data bank of exceptional cases, to reduce query level and conduct monthly refreshers on the same.  Managing work allocations and ensuring adherence to SLA (Service Level Agreements). Show less Key responsibilities as an Insurance Executive In the capacity of an Insurance Associate and Insurance Executive I was a part of the voice based customer service team, dealing with Annuities for Prudential customers. Extensive knowledge base of the pension’s background along with the tax calculation for the payments made to the customer. Expertise in the applications used to update the customer information, application of payments and change of personal information. Being a process expert, was handling supervisory calls, dealing with complaints and assisting in every stage of query solving. AchievementsCertification in UK Financial Services, Regulations and Ethics (CF1) –The Chartered Insurance Institute UK. Part of the Annuities team who was the Team of the year in 2004 & 2005. Was the Personality of the month on the PRU Intranet for my contributions in the Festive PRU (Social team) and PRU FM (In house Radio) teams. Show less

  • Proces Leader

    Oct 2005 - Apr 2007

  • Insurance Executive

    Sept 2003 - Oct 2005
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  Community Radio

  Jan 2007 - Sept 2015

  Asst Station Manager

  My responsibilities included ensuring the day to day running of the radio station worked smoothly. This included programme scheduling, staffing, proper structuring, advert scheduling, managing the music database, editing, arranging interviews, scheduling guests, producing live interactive programmes. I am a full trained broadcaster having a wide range of shows covered over the past 8.5 years.

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  Unity 101 Community Radio, Asian Radio stations

  May 2007 - Sept 2015

  Broadcaster, Admin, Managing Volunteers

   Writing, Recording, Editing and producing weekly features to be broadcasted at set timings. Purchasing, uploading newly purchased music on the databases including tagging all the information as per the requirement of the database. Training new joiners, mentoring and assisting them to broadcast.  Generating the automated sustained services music playlists for the night time and morning shows when there are no presenters.  Editing and producing various features to enhance the automated music services. Weekly scheduling using the presenter’s rota.  Allocating slots to various private, public sector organizations for community hour programs and producing them. Acquiring and Updating the webpages with current up to date information Keeping the social media platforms like Facebook and Twitter updated. Liaising with various PR agencies from the country and worldwide to schedule interviews with artists and key personalities. Engaging and empowering young people in radio to redress inequalities assisting them to choose media as their profession. Show less

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  Skandia Life Insurance Company Ltd, Southampton, UK

  Jul 2007 - Mar 2009

  Technical Amendments Specialist

  Skandia specializes in long term saving and investments. We mainly administer pensions and tax free investments. The aim is to utilise the high level of technical knowledge incorporating the company’s values in accordance with departmental procedures, services standards and industry regulations.Key responsibilities  Administering technical changes on ISA’s, Pensions and Funds accounts. Multitasking and using range of spreadsheets and data systems in the process.

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  Asian Star Radio, Slough, UK

  Feb 2013 - Nov 2014

  Freelance Broadcaster

  Freelance Radio PresenterBroadcasting on 101.6 FM, online www.asianstar1016.co.uk and on all smart phones. Presenting prime time show in English, Hindi with varied choice of music.  Scheduling, Researching, Producing and presenting shows whilst operating the broadcasting desk, music systems and various soft wares. Generating automated music based variety playlists  Scripting, producing adverts as per clients requirements, including voiceovers. Fully well versed with Adobe Audition 6, Cool Edit Pro Extensively worked on Myriad and OAS Playout music management systems. Interviewed various Indian, Brit Asian and Bhangra artists like Shreya Ghoshal, Sunidhi Chauhan, RDB, Roach Killa and many more. Planning, organizing and overseeing various charity shows.  Training new joinees in radio broadcasting and presentation skills Hosted two major Asian Arts and Music festivals in UK- Art Asia presented Southampton Mela in 2011 and Slough Mela in 2014 Presenting talk shows on immigration with special guests. Show less

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  Radio Mirchi

  Feb 2016 - now

  • AVP

    Apr 2022 - now

  • Head Of Programming

    Feb 2016 - now

  • Group Manager

    Feb 2016 - now