Karan Kapoor
Banking
Greater Noida West
Summary
As a Team Leader at Bank of America, I spearheaded initiatives that significantly enhanced service delivery, leveraging problem-solving and communication skills. My leadership fostered a culture of teamwork and continuous improvement, achieving operational efficiencies and surpassing client expectations, without specifying a numerical percentage of success.
Overview
10
10
years of professional experience
Work History
Team Leader - Service Delivery
Bank of America
02.2018 - Current
- Working for APAC Platinum and Gold corporate clients, resolving all their banking queries related to payments, swift copies, KYC, account opening, bank statements, billing queries, account maintenance etc.
- Perform Workflow Coordination for APAC region being the single point of contact for all assignment related queries.
- Maintaining daily, weekly and monthly reports for the team.
- Direct interaction with clients and in country DSD’s via email.
- Provided training to new joiners, arrange TP sessions for offshore team.
- Led a team of professionals to deliver high-quality services within strict deadlines.
- Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
- Enhanced team performance by implementing efficient service delivery processes and procedures.
- Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
- Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
- Delivered results-driven solutions that improved operational efficiency while meeting or exceeding client expectations.
Senior Associate
FIS Global Business Solutions
08.2014 - 01.2018
- Worked for American Express clients handling their credit card disputes.
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Increased customer service success rates by quickly resolving issues.
Education
Bachelor Of Commerce -
Apeejay College of Fine Arts
Jalandhar, Punjab2008
Diploma - Editing, Animation
Multimedia Creations
Jalandhar, Punjab2008
Skills
Problem-Solving
Notable Credits
- Received the award for Best Performer (4 times in last 2 years – Quarterly Award)
- Received “APAC Award” for achieving more than 90% targets assigned in all matrices in Bank of America.
- Won Silver and Bronze awards (2 each) in six consecutive quarters.
Learning from the past
- With my background in backend operations, I bring a strong understanding of how the frontend and backend interact, allowing me to create seamless client experiences.
- My backend experience ensures that I can bridge the gap between what the backend offers and what the frontend needs.
- I often worked closely with frontend teams , ensuring that the data I was providing was easy to consume. I understand the importance of clear communication between teams and am excited to bring that collaboration into a frontend-focused role.
- Backend work requires a high level of attention to detail, whether it’s ensuring data integrity or handling complex queries. I can bring that same level of precision and focus to the frontend.
Timeline
Team Leader - Service Delivery
Bank of America
02.2018 - Current
Senior Associate
FIS Global Business Solutions
08.2014 - 01.2018
Bachelor Of Commerce -
Apeejay College of Fine Arts
Diploma - Editing, Animation
Multimedia Creations
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