Dhananjay Upadhyay
Pune
Summary
With a proven track record in BPO operations, I bring extensive hands-on experience in customer interaction via calls, emails, social media, and live chats—always maintaining a customer-first approach. Adept at balancing regulatory adherence with exceptional service delivery, I have consistently prioritized customer satisfaction, issue resolution, and brand reputation management. Skilled in identifying red flags, minimizing compliance gaps, and delivering timely, ethical, and transparent outcomes in high-pressure environments. I am also AI-enabled KYC, AML/CTF, and Financial Services professional with a strong foundation in regulatory compliance, client onboarding, periodic refresh, CDD, and quality control (QC). Known for driving operational excellence, risk mitigation, and audit readiness through scalable process frameworks and robust metrics.
Overview
10
10
years of professional experience
1
1
Certification
Work History
KYC QC Manager
Barclays
09.2024 - Current
- Drive operational delivery by leading KYC QC teams working across various locations, ensuring timely execution and regulatory compliance.
- Manage multi-location teams in KYC Quality Control, overseeing daily operations, workload allocation, and timely completion of high-risk reviews.
- Serve as a key point of contact for AVP and VP on escalations, process audits, and control enhancements, contributing to smoother and scalable operational workflows.
- Leverage data-driven insights to improve QC accuracy, reduce turnaround time, and enhance client onboarding experience.
- Work in tandem with AVP/VP leadership to troubleshoot operational roadblocks and introduce solutions that improve quality, reduce manual effort, and ensure SLA adherence.
- Optimize resource planning, implement SOPs, and align quality checks with evolving regulatory requirements.
- Kept equipment operating and in good condition by performing quality checks and calling in for repairs when needed.
Senior Operations Associate
Fiserv
08.2023 - 08.2024
- Experienced in UK Credit Card Operations with hands-on knowledge of end-to-end account lifecycle management including application processing, KYC checks, credit risk evaluation, and account maintenance.
- Proficient in handling inbound/outbound operational requests, chargebacks, fraud detection, dispute resolution, and payment investigations in compliance with FCA and UK regulatory standards.
- Skilled in liaising with internal teams and third-party vendors to ensure timely processing and resolution of credit card queries, customer onboarding, and account servicing.
- Adept at using core banking systems, transaction monitoring tools, and workflow platforms (e.g., TSYS, FIS, Salesforce, BOC) for case management and reporting.
- Supported process improvements by identifying operational bottlenecks, contributing to SOP development, and enhancing customer experience across UK financial products.
- Collaborated with QA, Compliance, and Risk teams to maintain audit-readiness, ensure policy adherence, and minimize financial exposure through proactive issue resolution.
- Consistently met KPIs related to turnaround time, accuracy, and compliance within a high-volume, deadline-driven environment.
KYC and Payments Analyst
Reliance Jio Infocomm Ltd.
12.2018 - 07.2023
- Commerce graduate with 7+ years of experience in Payments Operations, Chat Support, Back Office Operations, KYC Operations, and Vendor Management.
- Payment Processing & Vendor Management Specialist at Reliance Jio Infocomm Ltd.
- Proficient in Customer Retention, Collections, chats and email handling, with a strong focus on multi-tasking and client servicing.
- Accomplished in back office operations, ensuring on-time results that meet client expectations.
- Certifications in ChatGPT and market research to stay abreast of AI trends and industry best practices.
- Committed to delivering high-quality work and constantly enhancing skills to drive operational excellence.
- Expertise in Payment Operations and Vendor Management for driving business growth and success.
Social Media Executive
Hinduja Global Solutions Ltd.
07.2018 - 12.2018
- Managed high-priority customer queries for Vodafone and Idea users both before and after the merger, ensuring seamless communication and resolution across platforms.
- Operated from the senior desk, handling escalated concerns and complex issues while maintaining brand voice and customer trust during the merger transition phase.
- Addressed customer complaints across social media platforms (Twitter, Facebook, etc.), providing timely and empathetic responses to protect brand reputation and prevent escalation.
- Collaborated with cross-functional teams (technical, legal, PR) to resolve critical cases, ensuring compliance with internal SLAs and regulatory guidelines.
- Played a key role in brand reputation management by minimizing negative sentiment online, drafting public-facing communication, and delivering resolution-focused engagement.
Customer Service Associate
Crescent Payment Services Pvt Ltd.
02.2017 - 08.2017
- Coordinated with customers globally associated with Payza App.
- Replied to customers using Emails and Chats as a medium related to their transactions.
- Strategy Planning with team members for extremely irate customers.
- Managed to get best performer for 3 consecutive months.
Customer Service Associate
Firstsource
02.2015 - 08.2016
- Profile was to handle customers on senior desk for Airtel connection holders speciality in retention and also have trained new joiners on multiple billing related cases for more clarity to overcome anxiety in reading bills or handling bill related queries.
- International Customer support for pack activation after pitching and convincing with pack benefits.
- Worked on Oracle based CRM and later on AMDOCS.
- Have been awarded with outstanding performer for 2 consecutive months.
- I had to leave organisation without any prior intimation as it was acquired by Vertex and benefits changed with prior notice.
Back Office Executive
Vodafone India Shared Service Limited
02.2015 - 08.2016
- It was a new idea launched by Vodafone for Delhi NCR and J&K based customer to resolve queries and complaints over email and lately as process enhancement calling was added.
- Tackle high profile customer with Vodafone customers and to provide end to end FTR making sure that parameters were followed with zero error while documenting.
- As a part of pilot batch I had the opportunity to train new recruits on various topics and point out multiple process laggings and help in enhancement of the same.
- Worked on multiple systems and applications within VISSL for tackling the case keenly and providing satisfying resolution with proactive informations.
- Expertise in handling billing queries and SR generation on Oracle based CRM.
- Coordination with PAN India team for on time closure of case and coordination was either on email or else on call and to maintain daily new report on types of queries handles and emailing the same to process manager.
Education
MBA/PGDM - Operations Management
Welingkar Institute of Management Development and Research
Thane, Maharashtra 06.2024
B.Com - Accounting And Finance
DDU Gorakhpur University
Gorakhpur, I Dia07.2014
XIIth - English
Ram Dhari Dwivedi Intermediate College Sallahpur
Deoria06.2011
Xth - English
Sacred Heart Secondary School
East Garo Hills Williamnagar, Meghalaya 06.2007
Skills
- Six Sigma Quality
- Customer Service Operations
- Risk Assessment
- Banking Operations
- KYC management
- Payments
- Operations
- Back Office Operations
- Vendor Payments
- Client Servicing
- Merchant Acquiring
- Merchant Banking
- Quality Assurance
- AML Compliance
- Quality Control
- Risk Management
- Sanction Screening
Certification
- CSBO
- CompTIA Cloud+ Cert Prep 2 (CV0-002): Storage, Compute, Networking, and Security
- Writing Email
- Customer Service: Handling Abusive Customers
- Outlook 2016 Essential Training
- Data Curation Foundations
- ChatGPT for Beginners: Using AI For Market Research
- What Is Generative AI
Languages
Hindi
English
Garo
Social Link
http://linkedin.com/in/dhananjayupadhyay-363b3a112
Total Work Experience
10 Years 5 Months
Traveling, Cricket, Outdoor games
Passionate about traveling and exploring culturally rich destinations, which enhances my adaptability and global mindset—qualities I bring into professional interactions.
Avid cricket player, reflecting strong teamwork, strategic thinking, and a competitive spirit.
Enjoy curating local travel experiences and documenting journeys, often sharing insights through travel blogs and social platforms.
Additional Information
Previously conceptualized a travel-focused mobile app aimed at enhancing end-to-end experiences for remote and spiritual destinations. While the initial proposal was not accepted by investors due to organizational gaps in planning, the journey ignited a strong passion for the travel industry. This experience sharpened my understanding of customer needs, logistical challenges, and the importance of structured execution—fueling my motivation to contribute meaningfully within a dynamic travel organization.
Timeline
KYC QC Manager
Barclays
09.2024 - Current
Senior Operations Associate
Fiserv
08.2023 - 08.2024
KYC and Payments Analyst
Reliance Jio Infocomm Ltd.
12.2018 - 07.2023
Social Media Executive
Hinduja Global Solutions Ltd.
07.2018 - 12.2018
Customer Service Associate
Crescent Payment Services Pvt Ltd.
02.2017 - 08.2017
Back Office Executive
Vodafone India Shared Service Limited
02.2015 - 08.2016
Customer Service Associate
Firstsource
02.2015 - 08.2016
MBA/PGDM - Operations Management
Welingkar Institute of Management Development and Research
B.Com - Accounting And Finance
DDU Gorakhpur University
XIIth - English
Ram Dhari Dwivedi Intermediate College Sallahpur
Xth - English
Sacred Heart Secondary School
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