KAJA SHERIF
Summary
Quality control analyst with 8+ years of Total experience in Banking operations sector and e-commerce with major focus on Quality Control, Dispute, Support operations, Reconciliation and Payments Investigation. Seeking for challenging job opportunities in a fast-paced environment.
Overview
8
8
years of professional experience
Work History
Quality control analyst
Citi Corp Services India Private Limited
12.2019 - Current
- Responsible for Quality Control activities to make the business run effectively
- Performing L1 and L2 Sanction screening review for the Fund transfers
- Performed reconciliation for screening activities and maintenance source validation for various products in Mortgage account
- Identified more number of errors in funds transfers sanction screening and parameter maintenance/daily rates
- Got appreciation from onshore process manager James Allan for the identified critical error in daily rates/parameter maintenance
- Quality Control comprises Audit for Onboarding Customers & Account Maintenance, Mortgage, Deposits and Fund Transfer and Compliance reporting the results to the Management for providing Effective solutions
- Responsible for team management for assigned daily routine works (Daily Allocation Planning to team, EOD Results Monitoring)
- Sharing Daily MIS and Weekly MIS to Stakeholders
- Took ownership for daily operations, including scheduling shifts, tracking error rates and ensuring adequate staffing to meet business demands.
- Always paid attention to detail and provided high quality of work and no controls missed.
Operations Support Specialist
Citi
- Worked in dispute and retail banking process with, US operations to help clients in dispute process for the fraudulent transactions in the account
- Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints.
- Enhanced customer satisfaction by resolving issues promptly and providing excellent communication throughout the resolution process.
Customer Service Executive
BookMyShow
11.2017 - 12.2019
- Responded promptly and solved customer inquiries and complaints via calls/email/chat on first call itself
- Mentored new joiners as “On Job Trainer” from October 2019 and trained them to excel in process
Customer Service Executive
HCL Technologies
11.2015 - 08.2017
- Chat support
- Client : Office depot
Education
B.Tech - Information Technology
Kalasalingam Institute Of Technology
Srivilliputhur04.2015
Skills
- Performance Improvement
- Procedure Implementation
Strengths:
Ø Proficient in MS-Office Excel and Power point.
Ø Ability to take additional responsibilities and lead from the front.
Ø Ability to learn fast with an excellent grasping capacity.
Ø Self-motivated, Can-Do attitude & performance driven.
Timeline
Quality control analyst
Citi Corp Services India Private Limited
12.2019 - Current
Customer Service Executive
BookMyShow
11.2017 - 12.2019
Customer Service Executive
HCL Technologies
11.2015 - 08.2017
Operations Support Specialist
Citi
B.Tech - Information Technology
Kalasalingam Institute Of Technology
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