1. S U MI T R A C A R D O Z
9 Dauphine Court, Spencer Rd. Harrow and Wealdstone HA3 7AS
Contact: +44 7459 636 290 E-mail:sumitracardoz@gmail.com
D.O.B: 15th August 1981 Passport No: F7620808
Visa# 009195329 (Tier2 ICT dependent visa)
OVERVIEW
A highly skilled and versatile professional with 10+ years’ experience in banking/financial services including inbound and
outbound voice and backend operations management, training and quality assurance in retail banking. Diversified skill-
sets covering customer service, transition (knowledge transfer), client relations, recruitment, process improvement,
corporate communications and financial reporting. Proficient in the use of MS Office applications with excellent written
communication skills.
EDUCATION QUALIFICATIONS
Degree/Title University/Board Institute Year Specialization
Master’s in Business Administration
(MBA)
NMIMS University NMIMS 2011 Finance
Masters of Commerce (MCom) Mumbai University IDE 2007 Management
Bachelors of Commerce (BCom) Mumbai University St. Andrews 2002 Accounting
Higher Secondary Certificate (HSC) Maharashtra Board St. Andrews 1999
Secondary School Certificate (SSC) Maharashtra Board MIGHS 1997
WORK EXPERIENCE
CITICORP (FINANCE AND RISK OPERATIONS CENTER)
Nov 2014 – Feb 2015 – Consultant
 Co-ordination for the Center Communication projects including employee updates and employee engagement
activities
 Articles and blogs on event updates and high profile visits for the center’s “Collaborate” website
 Headcount and Financials management reporting including headcount reporting, monthly expense report,
accruals, billing forecast and analysis
 Create and maintain the Standard Operating Procedures via Blueworks for the team

2. Serco Global Services Pvt. Ltd
May 2003 –July 2013
Strategic Initiatives in the Banking and Financial segment
 Restructured the training and embed functions to ensure optimal performance on operations deliverables by
reducing the learning curve for new joiners to the fraud operation customer service center
 Re-designed and streamlined the existing cross training plan for complex work flows which resulted in
enhanced productivity and improved quality to the fraud operation backend processing team
 Created a robust structure for the closure of customer dispute cases causing a reduction in customer
complaints due to delay in case closures
 Designed a quality framework for the Fraud Detection Outbound workflows to mitigate risks to the business
 Successfully transitioned two sub-processes (knowledge transfer) from the client site & mapped the process
as-is and created the to-be flow for debit/credit and commercial cards.
Awards and Achievements
 Special recognition received from the Client in the Voice Of Customer (VOC) survey towards various process
improvements initiated
 Serco Divisional Annual “Pulse” Awards – Best Team Manager 2012
 Special Recognition – “CHERISH” award for the period July – September 2012 as Team Manager Fraud
Operations
 “I-Sparkle” Best performer July – Sep 2010
 Annual Award for Best Team Leader – 2010
 Recipient of Best Team Leader April – Sep 2009
Operations
Team Manager: April 2012 - July 2013
 Manage the data and voice processes for credit card fraud operations for a UK based major global financial
services provider of personal banking products and credit cards, corporate and investment - team span of 92 Full
time equivalent(FTE)
 Responsible for achieving service levels for the process in line with the service level agreement (SLA’s)
contracted with the client
 Responsible for achieving all operational metrics and maintaining them as per company and client expectations
 Responsible for optimizing revenue generation for the process
 Process Improvement projects to enhance end user satisfaction, reduction in costs and increasing efficiency

3.  Promoting employee satisfaction through employee engagement activities, rewards and recognition programs
and floor touch points
 Responsible for hiring plans for all sub-processes through retention forecasting and raising process indents
 Succession Planning for Team Leader/Trainer/Supervisory roles
 Client Relationship Management through trouble shooting, addressing escalations, providing viable solutions
and alternatives to issues raised
 Responsible for preparing PowerPoint presentations and Management information reports on performance
and process improvement projects for the client and upper management
 Responsible for accurate invoicing with the client and ensuring staff cost is within the defined parameters of the
company
Team Leader: April 2007 – April 2012
 Manage a multi-functional team of 28 fraud analysts & 3 Team Coaches in the Data & Voice Domains, for the
credit and debit card Fraud Division of the same UK-based major global financial services provider
 Deliverables include meeting key metrics for the processes including turnaround time, quality targets, refunds
processed and reconciliation of accounts where imbalances identified
 Resposible for adherence to the operational metrics of absenteeism, attrition and staffing
 Ensure quality parameters are monitored and regulated where required
 Client Interfacing for all operations and training requirements
 Responsible for team member appraisals, team briefings, resolving queries, allocating work and providing regular
feedback to the team.
Customer Service Executive – May 2003- March 2004
 Handling queries from end customers & making outbound calls related to potential fraud on credit cards issued
by the client for the US arm of a UK based financial services company
 Authorizing transactions declined at point of sale in case of system declines for potential fraud alerts
Training
Process Trainer – April 2004 – April 2007
 Responsible for training associates for the Fraud Division of UK based global financial services companies for
the UK and US markets.
 Conduct SWOT analysis for each associate to provide relevant and actionable input for the Operations managers
to work upon.
 Preparing reports on training effectiveness and output for the stakeholders and suggesting improvements.
 Auditing training reports and relevant data to ensure consistency.

4.  Liaise with client for all new training requirements and reproduce content for the training programs
 Created the training program for new joiners to the process
 Development and standardization of training manuals for several processes within the company
 Successfully delivered “Customer Obsession” – a customer experience enhancement strategy launched
across the company for the Data and Voice domains.
 Created the Standard Operating Procedures for Training & OJT departments for the process
 Identify training opportunities post a root cause analysis on error trends and build refresher modules to improve
overall quality scores
Miscellaneous Responsibilities
 Responsible for UAT in any system updates and changes
 Liaise with other sites/departments to trouble shoot and ensure customer satisfaction
MAD HATTERS PVT. LTD. (EVENT MANAGEMENT) MUMBAI, INDIA
Oct 02- Apr 03
Event Co-coordinator
 Liaised with the clients to understand specific event objectives and requirements.
 Organized events based on client requirements.
 Identifying and designing theme parties for children
 Liaised with vendors for event requirements to ensure cost efficiency along with quality output
 Host events as and when required
EPICENTER TECHNOLOGIES LTD. MUMBAI, INDIA
May 02- Sep 02
Customer Service Executive
 Handling outbound calls made to the credit card holders of a leading US credit card issuer to collect on amounts that
are due.
INTERESTS
 Reading (fiction and non-fiction )
 Blogging and Content writing for websites