Arpita Ghosh
Bangalore
Summary
Versatile professional with a background in client onboarding, regulatory services, and customer support. Demonstrated expertise in managing the end-to-end client onboarding process while ensuring strict compliance with regulatory standards, including AML/KYC and KYB requirements. Skilled in conducting thorough customer due diligence processes and implementing effective control measures to mitigate risks. Proficient in providing exceptional customer support, resolving inquiries, and addressing concerns with tact and efficiency. Collaborative team player with a proactive approach to enhancing AML/KYC procedures and optimizing customer experiences. Committed to delivering seamless and compliant client interactions while prioritizing regulatory integrity and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Operations Executive
Happay (A CRED Company)- VA Tech Ventures
Bangalore
08.2022 - Current
- Happay(Cred) provides an enterprise-ready suite of Travel, Expense and Payment solutions that are all well-integrated to offer a fast & delightful pre-trip, on-trip and post-trip business travel experience for employees, while giving businesses 100% real-time visibility & control on their travel spends.
- Oversaw AML/KYC and KYB customer due diligence processes to guarantee compliance with regulatory mandates.
- Conducted thorough quality checks on AML/KYC documentation and processes, pinpointing any discrepancies and swiftly implementing corrective measures to uphold compliance standards. Working closely with compliance officers, I collaborated to enhance AML/KYC procedures. Additionally, I generated insightful reports to drive process improvement initiatives.
- Maintained awareness of KYC/CIP requirements,
particularly for HDFC Bank and SBM Bank
- Provided training on KYC procedures and regulations. - Took charge of managing and resolving disputed cases concerning refunds and reversals with HDFC Bank, actively establishing direct communication with their team for swift resolution. Moreover, I handled the generation of HDFC invoices for special BANK POD cases.
- Successfully managed the migration activity, overseeing the seamless transfer of over 800 virtual accounts from RBL Bank to HDFC Bank for our client organizations.
- Trained new employees on operational procedures and protocols.
- Established policies and procedures for day-to-day operations that comply with company standards and regulations.
- Ensured compliance with all applicable laws and regulations regarding safety and environmental concerns.
- Resolved escalated customer inquiries or complaints in a timely manner.
- Provided technical support and troubleshooting assistance during periods of system outages or downtime.
Teacher
St. Mary's Convent School
Agra
07.2018 - 05.2019
- Collaborated with colleagues to plan lessons that integrate various subject areas into a cohesive unit of study.
- Maintained a safe and orderly learning environment for all students.
- Utilized technology-based learning tools to enhance classroom instruction.
- Created meaningful projects that allowed students to apply their knowledge in real world situations.
- Provided individualized instruction to meet the needs of all students.
Teacher
Rashtriya Sainik Public School
Agra
02.2014 - 04.2015
- Actively participated in school-wide initiatives and committees.
- Provided one-on-one support for struggling students as needed.
- Created a positive, inclusive learning environment for all students.
- Evaluated student progress through assessments and feedback.
Education
Bachelor Of Education -
Basudev Memorial Girls Degree College
Lucknow06-2017
Bachelor of Business Administration -
Dr. MPS Memorial College of Business Studies
Agra05-2014
Higher Secondary -
National Institute of Open Schooling
Agra06-2011
High School -
Army School
Agra05-2008
Skills
- Cross-functional team
- Collaboration
- Customer Relations
- Complaint Resolution
- Freshdesk
- Expense management
- AML/KYC/KYB
- Invoicing
- Chat Support/Email Support
- Quality Assurance
- MS Word
- MS Excel
- MS Powerpoint
- MS Outlook
- Problem Management
- Communication and Teamwork
Languages
- English, Native or Bilingual Proficiency
- Hindi, Native or Bilingual Proficiency
- Bengali, Full Professional Proficiency
Hobbies and Interests
- Cooking
- Music
Accomplishments
- I was honored with the 'Incredible Performer' award for the year 2022, recognizing my outstanding contributions and achievements.
- In 2023, I was awarded for delivering the best call support performance, a testament to my dedication and excellence in customer service.
Timeline
Operations Executive
Happay (A CRED Company)- VA Tech Ventures
08.2022 - Current
Teacher
St. Mary's Convent School
07.2018 - 05.2019
Teacher
Rashtriya Sainik Public School
02.2014 - 04.2015
Bachelor Of Education -
Basudev Memorial Girls Degree College
Bachelor of Business Administration -
Dr. MPS Memorial College of Business Studies
Higher Secondary -
National Institute of Open Schooling
High School -
Army School
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