Experience

• 

  [24]7.ai india

  Oct 2015 - Oct 2017

  Customer service representative

  • Assisting Customers with credit card related queries and resolving their issues accordingly• Client– Citibank Banking process for 18 months and Kohl's retail process for 2 months as a subject matterexpert managing a team of 18 members• Activating and deactivating the services according to the customer requests• Reporting the daily status to the manager• Assisting the new batches to exceed the performance• Reporting the daily production status to Team Leader• Analyzing Detractors and improvising on it• Moved into Kohl's (retail process) as a supervisor and handled a team of 15 from 3 months• Reporting hourly and end of the day production to manager as well as the Head of the process• Providing really time on floor support and remote support• Going to the resources on a daily basis and announcing information to the floor to remind the agents in case ifthey haven't gone through their resources• Having a pre and post hurdle meeting with the agents to drive surveys as well as to know the issues of chatsto find a resolution and prevent it• Attending monthly meetings with the Supervisor, Manager and the Process to Identify issues with process andprovide pointers to improvise and increase production Show less

• 

  Bigbasket.com

  Jun 2018 - Jun 2021

  Survey executive

  • Company Overview: IRCPL - Innovative Retail Concepts Private Limited• Interacting with the clients directly and resolving their issue• Ensuring the raw data is shared by the stake holder on a daily basis• Allocation of raw data equally to other agents to work the shared data depending on the manpower availability• Preparing and sharing the final report to the stake holder• Summarizing the key area of issue and providing the feasible solution• Conducting review meeting once every month to ensure team bonding• Ensuing smooth flow of data from the time of preparing the questionnaires and campaigns details from theshared raw dump till the summarized report is shared to the stake holder• IRCPL - Innovative Retail Concepts Private Limited Show less

• 

  Hsbc

  Jun 2021 - now

  Key Responsibilities- Conducted comprehensive and timely investigations into assigned financial crime cases, ensuring adherence to standard reporting requirements and service level agreements.- Analyzed complex transaction data, customer information, and external research to assess potential financial crime risk, including money laundering, terrorist financing, and other illicit activities.- Prepared high-quality investigation reports, including detailed summaries, conclusions, and recommendations for further action.- Made informed, risk-based decisions on case referrals, including determining whether to file Suspicious Activity Reports (SARs) or refer cases to other investigative teams.- Collaborated with internal stakeholders, including subject matter experts, to ensure comprehensive investigations and effective case management.- Demonstrated continuous development of investigative best practices, skills, and knowledge, staying up-to-date with emerging financial crime risks and trends.Key Skills- Financial crime risk analysis and investigation- Transaction monitoring and analysis- Investigative reporting and documentation- Critical thinking and analytical skills- Risk-based decision-making- Effective communication and collaboration- Ability to work under pressure and adapt to new concepts quickly- Knowledge of anti-money laundering (AML) and combating the financing of terrorism (CFT) regulations and guidelines. Show less Key Responsibilities- Monitored departmental queues for alerts, ensuring timely escalation and resolution.- Investigated transaction monitoring alerts, following standard procedures to determine potential suspicious transactions.- Conducted thorough assessments, considering transaction context, client history, and geographic relevance.- Created and maintained accurate records of investigations, including rationale for decisions.- Provided input on departmental procedures, management information reports, and transaction monitoring trends. - Offered advice and support to business units on identifying risk areas.Key Skills- Transaction monitoring and investigation - Risk assessment and analysis- Compliance and regulatory procedures - Record-keeping and reporting- Communication and advisory skills Show less Key Responsibilities- Managed diverse processes in Fraud Operations, identifying and resolving fraudulent activities across multiple platforms.- Conducted customer interactions to optimize experience and mitigate fraud losses. - Analyzed and reported on accounts with common characteristics to identify trends. - Provided support and training to the department as needed.Key Skills- Fraud detection and prevention- Customer service and communication- Analytical and problem-solving skills- Time management and organizational skills- Contributed to fraud loss mitigation through effective review and resolution of targeted detection efforts.- Demonstrated mastery of prevention processes and was considered a subject matter expert by peers and management.- Achieved service time and quality targets. Show less

  • Investigator reporting

    May 2024 - now

  • Senior Analyst - Transaction Monitoring

    Mar 2023 - Apr 2024

  • Fraud Investigator

    Jun 2021 - Mar 2023