BHAVYA KHATRI
Delhi
Summary
Detail-oriented and results-driven professional with strong experience in financial crime operations, case analysis, and regulatory compliance. Skilled in managing complex investigations, supporting end-to-end account closure processes, and maintaining high standards of quality and customer satisfaction. Proven ability to work collaboratively across departments, deliver effective training to new team members, and ensure accuracy in customer communications. Adept in using a wide range of internal systems and applications, with a continuous focus on process improvement, operational efficiency, and professional development.
Overview
5
5
years of professional experience
Work History
Customer Service & Operation Analyst
Royal Bank of Scotland
11.2021 - Current
- Collaborate with the Financial Crime and Control teams to analyze customer cases of varying complexity, ensuring accurate and timely decision-making while maintaining high standards of customer satisfaction.
- Conduct in-depth research and validate evidence to support customer exit decisions in alignment with internal policies and regulatory requirements.
- Maintain a comprehensive understanding of end-to-end account closure processes to drive operational productivity and enhance case quality.
- Provide cross-functional support across multiple teams and processes, contributing to improved workflow and overall efficiency.
- Deliver onboarding support through buddy-up training sessions for new joiners, while performing quality checks on their casework to ensure adherence to internal standards.
- Oversee the quality control of customer communication letters, ensuring accuracy, compliance, and timely dispatch of corrected versions where required.
SDS Associate
Amazon
09.2020 - 11.2021
- Provide real-time support to delivery associates via phone, chat, or in-person.
- Assist with route planning, navigation challenges, and delivery exceptions.
- Monitor performance metrics and provide constructive feedback to delivery associates.
- Coordinate with dispatch, logistics, and teams to resolve delays or routing issues.
- Escalate unresolved or critical issues to the appropriate internal teams.
Education
B.Com Program -
Mata Sundri College Non Collegiate
08.2020
HSC -
Guru Nanak Fifth Centenary School
03.2016
SSLC -
Ahlcon International School
03.2014
Skills
- Cordial communication
- Time management
- Analytical Skills
- Microsoft Excel
- Writting Skills
Accomplishments
- Represented my school for several interschool competitions.
- Represented my school for several soccer matches happening in the state.
Hobbies and Interests
- Basketball
- Sketching
- Writing
- Music
Personal Information
Timeline
Customer Service & Operation Analyst
Royal Bank of Scotland
11.2021 - Current
SDS Associate
Amazon
09.2020 - 11.2021
B.Com Program -
Mata Sundri College Non Collegiate
HSC -
Guru Nanak Fifth Centenary School
SSLC -
Ahlcon International School