Kartikey Singhal
Global Support Leader
Ahmedabad
Summary
Experienced Customer Service leader with over 13 years of experience in different verticals of service industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing revenue. Multi-talented and consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Overview
18
18
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Reconciliation Specialist
Admirals
05.2023 - Current
- Performed daily reconciliation of clients' funds, bank accounts and payment system providers.
- Daily reconciliation of equity on platforms.
- Identified and resolved discrepancies.
- Actively participated in team meetings, sharing insights on best practices to enhance overall department performance.
- Improved communication between departments through regular collaboration on reconciliation matters.
- Reduced financial discrepancies by consistently monitoring and resolving account variances.
- Enhanced reconciliation accuracy by streamlining processes and implementing automated tools.
- Managed high volumes of transaction data efficiently while maintaining attention-to-detail necessary for accurate reconciliations.
- Provided training for new team members on department procedures, fostering a supportive work environment and promoting skills development.
- Safeguarded company assets by promptly identifying and resolving any unauthorized transactions or discrepancies.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Compliance Analyst
Admirals
12.2021 - Current
- Stayed current with latest changes to applicable regulatory standards and company procedures.
- Reviewed audit and monitoring reports related to consumer and client activities.
- Assisted investigation and risk management teams with fraud investigations and risk identification.
- Developed improvement and corrective action plans to bring operations in line with requirements.
- Helped create training programs to handle system-wide issues and maintain compliance.
- Prepared documentation and records for upcoming audits and inspections.
- Enforced compliance with complex state and federal laws, rules and regulations for industry.
- Assisted with development of compliance objectives and strategies.
- Completed field checks to verify licenses and permits for various business.
Global Support Leader
Admirals
03.2012 - 11.2021
- Currently handling chat operations, email support and technical support team.
- Managing critical queries and negotiating with internal and external clients.
- Handling legal queries alongside Compliance team.
- Deciding upon compensation and processing refunds.
- Preparation of training module for sales team globally and writing articles on various topics of trading platform and order execution methodology.
- Preparing user manuals for different products.
- Worked with team to resolve operational problems, improvement of processes and provide exceptional customer service.
- Developed team communications and information for periodic meetings.
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
- Monitored social media and online sources for competitive customer service strategies.
Recruitment Support Leader
Etech Inc
10.2011 - 03.2012
- Identifying hiring needs for onshore team.
- Pulling data and assigning information of prospective candidates to recruitment specialists.
- Managing performance of recruitment support specialists.
- Sending daily, weekly and monthly reports to executive team and other stakeholders.
- Planning job fairs.
- Handling critical situations during prescreening.
- Managing requirements and maintenance of company's job portal.
Business Development Executive
Etech Inc
07.2011 - 10.2011
- Filling of RFI and RFP.
- Creating company profile.
- Making presentations on different business verticals.
- (click to chat, sales, customer services, monitoring solutions etc).
- Creating business plan.
- Cold calling and maturing the leads.
Trainer
Etech Inc
12.2009 - 07.2011
- Process training, sales training, soft skills training, application training.
- Conducting TNI/TNA and conducting refresher training programs.
- Preparing training modules.
- On the Job leader for novices.
- Attending calibration calls with client and development of novices as well as tenured representatives.
Customer Service Representative
Etech Inc
01.2009 - 12.2009
- Inbound - assisting students with queries and fixing appointments with admissions counselors for a US based university.
- Continuously learn more and more about education structure in the US.
Telesales Representative
Apcons Infotech
10.2007 - 12.2008
- Outbound - Upgrading DSL for business line customers of a leading telecommunications provider in the US.
- Outbound - SEO sales team member.
- Outbound - Organizational marketing team member.
- Outbound - Mortgage modification team member.
Telesales Representative
Etech Inc
04.2006 - 09.2007
- Outbound - Selling AT&T long distance service plans.
- Inbound - Selling DSL internet services for AT&T Leadership Experience (current to previous).
- Increased sales by 7% with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
Education
Bachelor of Commerce - Advanced Accountancy & Statistics
Gujarat University
Ahmedabad 08.2004 - 04.2013
S.S.C -
Kendriya Vidyalaya Sangathan
Ahmedabad, GJ 06.2003 - 05.2004
Skills
Leadership Ability
Operations leadership
Workflow support
Previous Technical Support ExperienceStrong Leadership AbilitiesClient Service and SupportTeam leadership skills
Supporting AuditsTelephone support
Leadership experience
Training and support
Team leadership and coaching
Financial services support
User technical support
Certification
International Advanced Certificate in Regulatory Compliance
Proficiency In Software
MetaTrader 4 & 5
MetaTrader Manager 4 & 5 (MTM) - Trading, History, Reporting
NAV
JIRA
CRM
Various Reporting Modules
Accomplishments
- Worked with clients from different cultures to understand requirements and provide exceptional customer service.
- Saved thousands of dollars by researching and implementing compensation costs and creating fresh new approaches to long-standing problems.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Managed quality assurance program, internal audits and customer surveys.
- Conducted a recruitment project for onshore team at Etech Inc. that resulted in 57% conversion.
- Rewarded with the best quality and top performer for 7 months consecutively.
- Promoted as a Trainer in 9 months of joining ETech Inc.
Interests
Swimming, Diving, Biking and Music
Timeline
ISO 37301:2021 Certified Internal Auditor for Compliance Management Systems
10-2023
International Advanced Certificate in Regulatory Compliance
07-2023
Reconciliation Specialist
Admirals
05.2023 - Current
Compliance Analyst
Admirals
12.2021 - Current
Global Support Leader
Admirals
03.2012 - 11.2021
Recruitment Support Leader
Etech Inc
10.2011 - 03.2012
Business Development Executive
Etech Inc
07.2011 - 10.2011
Trainer
Etech Inc
12.2009 - 07.2011
Customer Service Representative
Etech Inc
01.2009 - 12.2009
Telesales Representative
Apcons Infotech
10.2007 - 12.2008
Telesales Representative
Etech Inc
04.2006 - 09.2007
Bachelor of Commerce - Advanced Accountancy & Statistics
Gujarat University
08.2004 - 04.2013
S.S.C -
Kendriya Vidyalaya Sangathan
06.2003 - 05.2004