Gayatri Vadlamani

Transition team leader - Royal bank of canada (RBC) -

• Played a key role in the transition from HSBC to RBC, providing continuous support to the cards team for 36 hours.
• Developed comprehensive transition plans, outlining roles, responsibilities, timelines, and milestones for successful implementation.
• Provided regular status updates to senior leadership, highlighting progress, challenges, and key accomplishments during the transition period.
• Managed internal and external client-facing relationships through transitional periods.
• Ensured seamless integration of new systems and processes by effectively communicating expectations and requirements to all relevant parties.
• Managed team of 40 members and owned over all cards process BAU activities for all business, commercial and personal customer.
• Prepared decision trees and verified & updated SOPM's for 150 + activities with in cards team.
• Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
• Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
• Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
• Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes.
• Incorporated best practices in service delivery management into daily routines, resulting in better decision making.

BOT - Automation team member (PEX team):

• Implemented and provided bluebot Ideas in automating the process and played a key role in BOT running on daily basis within SLA's.
• Created decision trees and helped automation team in designing & developing macros.

• Joined Flutter Entertainment as Diligence & AML Analyst / Player Protection and got promoted as Team Leader.
• Strong knowledge of anti-corruption regulations, investigation techniques and affiliated technology with the ability to plan, organize and produce results
• Analytical and investigative experience
• Capable of handling multiple stakeholders at different levels of the organization and meet deadlines Handling multiple projects within the CDD process like CRA (customer risk assessment), Periodic review on High-risk customers, Legal cases, FR- CDD process and Ontario license
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Performed customer due diligence, including validation and verification of customer documentation to align with Group's licensing and risk requirements in various jurisdictions in which we operate
• Excellent knowledge and Hands-on Experience in I Gaming Regulatory Licenses & Compliance of multiple countries (.UK, .EU, .IT, .FR, BG, .BE, .SE, .IN, .PT, .CZ, licenses.) Developing and maintaining a good understanding of anti-money laundering and financial crime legislation, and a comprehensive understanding of client due diligence requirements
• Conduct required due diligence on persons, accounts, or activities in accordance with AML regulations, including high-risk countries and entities, OFAC sanction entities, politically exposed people, watch-list entities, and money services businesses
• Mentoring new joiners in our team as part of their onboarding process Serving as a backup for Line Manager for key deliverables in his absence
• Approves high risk customer KYC forms at initial on-boarding and/or periodic review and escalates to the Senior AML Risk Manager as needed.

• Fraud Mitigation: The Senior fraud associate has decision making ability which directly affects the customer experience and risk to HSBC, made decisions based on transaction characteristics and account changes with indicators of extremely complex issues related to all fraud types including electronic transactions, identity theft and account takeover
• Reviewed and analyzed online banking/ ACH transactions to determine fraud activity
• Executed and performed client services which included: detecting fraud on the account, issuing refunds, account closure, listening to fraud calls and client calls, transaction processing, inquiry response/ research, account maintenance and analyzing customer questions, requests and problems
• Establishing new customer debit/credit cards and handle customer inquiries, complaints, fraud related questions and payment extension/service requests
• Handled confidential information in accordance with privacy policies
• Processed fraud risk analysis and detected fraud on retail and commercial customer bank accounts/cards
• Adhered to HSBC security and audit procedures
• Received recognitions and certified as “Senior fraud analyst” for outstanding performance and started at brand 8 and promoted to brand 7.

• In GENPACT and supporting, Process
• Effectively Answer Inbound / Outbound Telephone Calls from Clients and
• Provide Client Support Through the use Of an Online Knowledge Base and Benefits Administration System / Information System
• Document Calls and Issues in Case Management Tools
• Involved in Non-Voice operations – customer queries and complaints handled through emails and letters
• Handled queries like placing an order, providing status of an order and invoice information to customers
• Dealing with discrepancies and reporting damages/shortages to distribution
• Maintaining the accuracy as per the standards set up by the customer processing different kinds of invoices like Purchase Order, Vendor Added & Non-US Vendor invoices consistently with accuracy on Six Sigma quality
• Ensuring the given target is achieved without compromising with the quality.

• Brand Developers Limited is Australia leading Direct Response Television Company specializing in product development, infomercial shopping and multi-channel retail distribution
• Operating from offices in Auckland New Zealand and Melbourne Australia, Brand Developers Limited continues to push the boundaries of traditional home-based TV shopping
• Taking inbound calls and retrieving information into the database and making outbound sales
• Responsible of achieving KPI for every three months
• Technically helping to solve customer queries
• Assisting the customers about the quality of the products
• Dealing with the customers from both Australia and New Zealand
• Key Accomplishments:
• Managed a high-volume workload within a deadline-driven environment
• Resolved an average of 1500 case volume fort nightly and consistently met performance benchmarks in all areas (AHT, Accuracy, Quality, Call scores, Volume)
• Became the lead “go-to” person for new representatives and particularly challenging calls as one of the company's primary trainers of new and established employees
• Helped company attain the highest customer service ratings earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.