Kacey Momin

Gurgaon

Summary

Experienced professional with 11.7 years of experience in customer service and support and in quality monitoring. Highly-motivated professional with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

years of professional experience

Work History

Senior Analyst

American Express India pvt Ltd

02.2013 - 03.2020

Performed end to end testing on transactions performed by customer support/Rep to ensure compliance with regulations and internal policies
Drafted recommendations and liaising with the business units to remediate risks, findings, and gaps identified during the testing process
Identified high-risk behaviors/activities, regulatory and procedural errors through account/call/case review
Actively participated in process walkthrough to recommend/highlight process enhancements to senior management
Identified opportunities to drive the effectiveness and efficiency of the Target testing
Captured test results into a system for reporting and for the review by bank compliance, and world services.
Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
Conducted regulatory testing on various applications designed (e.g-call monitoring it is NICE & Verint) for the assigned business unit like KYC and Sanction screening.
Participated in improvement projects at a Team Level and at a departmental Program Level that may include changes in process documents and Regulatory and Procedural testing for the US Merchant Services and US Corresponding Service Team and US dispute team.

Senior Customer Support Representative

American Express India Pvt Ltd

07.2011 - 03.2013

Performed the required KYC screenings on new merchant account documenting the information obtained on the SE(Service Establishment) accounts as required by global KYC procedures
Ensured compliance with all AML laws, regulations, guidelines, written procedures
Assisted in the handling of informational requests submitted by new merchants at American Express under the USA Patriot Act the Bank Secrecy Act and OFAC.
Helped team in work distribution to the team by allocating Merchant's fax requests via email's
Participated in ongoing training to enhance my skills and to optimize customer support delivery.
Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
Served as a subject matter expert within the team to help new team members with process knowledge and to help them in improving CSAT score.
Identified needs of customers promptly and efficiently
Maintained updated knowledge through continuing education and advanced training
Reduced customer complaints by providing consistent and high-quality support services.

Senior Customer care officer

Convergys

07.2006 - 05.2009

Responsible for providing new customers with customer support and customer satisfaction by ensuring that all questions and concerns are taken care of the first time they call in for new registration
Identified opportunities to improve the customer experience, delivered training to new hires on service standards, and achieve to excellent customer satisfaction score
Served as the escalation point for customer issues per week
Presented quarterly reports to executive management detailing the performance and success of the team
Kept and shared monthly data on WTD(weekly) or MTD(monthly) scores of attendance and monthly AHT, CSAT, etc in the team
Met customer satisfaction goals month over month.
Mentored junior staff members, fostering an environment of growth and skill development within the department.

Education

Bachelor of Science -

Tura Government College

Meghalaya

01.2005

Skills

Effective Communication
Active Listening
Complaint Handling
Customer Relationship Management (CRM)
Customer Service
Problem-solving abilities
Critical Thinking
Microsoft Office Suite
Know Your Customer (KYC)
Anti-Money Laundering
Enhanced Due Diligence
Sanctions Screening

Account verification
Policy Adherence
Risk Assessment
Functional Testing
Audit processes
Sampling and monitoring
Adaptability and Flexibility
Corrective Actions/ Remediation
Stakeholder Management
Time Management
Regulatory and Compliance
Strategic thinking

Accomplishments

CONVERGYS INDIA SERVICES LTD: RNR FOR QUARTERLY CSAT CHAMPION ORANGE (JAN'08-MARCH'08)
ACE(AWARDS FOR CONVERGYS EXCELLENCE) DEC'2008 ORANGE
BRILLIANT CUSTOMER SERVICE FOR THE MONTH OF APRIL'2009(ORANGE)
AMERICAN EXPRESS: Magic Of Moment - July 2012
TOP OF THE GUN - Qtr 3 2013 & Qtr 4 2013 TOP OF THE GUN -Qtr 1 2014

Timeline