Dheeraj Dhall
Summary
Detail-oriented Banking and AML professional with experience in transaction monitoring, fraud detection, and customer support operations. Skilled in handling customer queries through written communication channels, resolving account-related issues, and ensuring compliance with regulatory standards. Proficient in CRM tools and case management systems with a strong focus on accuracy, SLA adherence, and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Senior Associate - Operations & Transaction Monitoring
Genpact
12.2024 - Current
- Performed transaction monitoring to identify suspicious patterns and potential unauthorized activities across customer accounts
- Investigated customer-reported transaction issues and supported dispute-related analysis and resolution
- Conducted CDD & EDD reviews for accurate risk assessment and escalation of high-risk cases
- Utilized CRM tools for case documentation, tracking, and workflow management
- Analyzed customer transaction behavior to detect anomalies and inconsistencies
- Prepared STR/SAR reports ensuring compliance with AML/KYC regulations
- Maintained SLA timelines, accuracy, and compliance standards in high-volume environments
Senior Customer Service Associate (SME)
Teleperformance
08.2022 - 07.2024
- Delivered customer support through written communication channels (email/chat-based systems) handling account-related queries efficiently
- Assisted customers with billing concerns, account updates, and transaction-related issues
- Handled customer queries related to payments, discrepancies, and service requests with high accuracy
- Maintained high CSAT scores while meeting AHT, quality, and productivity metrics
- Documented customer interactions and resolutions in CRM systems for audit and tracking purposes
- Performed KYC verification and customer due diligence ensuring compliance with regulatory standards
- Trained and mentored new hires on processes, tools, and quality standards
Education
MBA - Operations Management
Dr. D.Y. Patil Vidyapeeth
01-2025
BA (Hons) - English
Delhi University
01-2022
Skills
- Customer Support (Chat & Email)
- Credit Card Operations (Basic Understanding)
- Dispute Handling & Query Resolution
- AML/KYC Compliance (CDD & EDD)
- Transaction Monitoring & Fraud Detection
- CRM Case Management
- SLA & KPI Management (AHT, CSAT, Quality)
- Strong Written Communication
- Data Analysis & Problem Solving
- Salesforce (CRM)
- SAS (Transaction Monitoring)
- Control Center
- MS Excel
Additional information
- Strong analytical and problem-solving skills
- Excellent written and verbal communication
- Ability to work in night shifts and international processes
- Quick learner with adaptability to new tools and processes
Timeline
Senior Associate - Operations & Transaction Monitoring
Genpact
12.2024 - Current
Senior Customer Service Associate (SME)
Teleperformance
08.2022 - 07.2024
MBA - Operations Management
Dr. D.Y. Patil Vidyapeeth
BA (Hons) - English
Delhi University