ANKITA SINGH

Conducted end-to-end KYC reviews and documentation checks to ensure compliance with regulatory and internal standards, maintaining accuracy and confidentiality.

• Resolved complex customer and merchant queries through email and phone, delivering clear, timely, and professional communication aligned with service standards.

• Reviewed merchant data to identify potential risk indicators, flag discrepancies, and support fraud prevention efforts.

• Managed time-sensitive cases under SLAs in a high-volume environment, demonstrating flexibility, ownership, and strong organizational skills.

• Collaborated with cross-functional teams to support new process rollouts, policy updates, and knowledge sharing, fostering a positive and accountable team culture.

• Working closely with stakeholders to understand training needs and align training programs with organizational goals.
• Staying updated with industry trends, best practices, and changes in processes to ensure training content remains relevant and up to date.
• Creating training materials, such as manuals, presentations, videos, or e-learning modules, to support the learning process.

• Providing support to the customers of BT Openreach via online chat, calls and troubleshooting.
• Owning and providing resolution for customer complaint.
• Following up the customers to provide First call resolution.
• Providing support to the customers of BT EE via online chat.
• Providing billing, phone plans & upgrade plans to end users.
• Providing upgrade plans on same tariff & providing new connections.

• Providing support to the customers of BT EE via online chat.
• Providing billing, phone plans & upgrade plans to end users.
• Providing upgrade plans on same tariff & providing new connections.