Kiran Boddepalli

BGC Adjudication, Canada:

• This role involves in reviewing and evaluating background check information for potential Uber drivers in Canada. We ensure that earners meet Uber's safety and compliance standards before being allowed to drive for the platform.
• Analyzing background check results, including criminal history, driving history, and any other relevant information.
• Making decisions on whether to approve or deny drivers based on their background check results, considering factors like the severity of the offense, by following the SOPs of the particular regions of Canada.
• Gathering and analyzing data to understand current inefficiencies, and providing actionable insights for process development.

• Facilitated payroll and leave policy support for Amazonians in USA.
• Resolved employee issues through effective communication via chats, emails, and calls.
• Updated Knowledge Base with the latest information and resources.
• Built employee trust through personalized interactions and tailored case management plans.
• Provided exceptional service by addressing daily inquiries from employees and managers.
• Audited employee documentation to ensure compliance with leave policies.
• Processed leaves of absence according to corporate policies and procedures.

• Worked for PAM, Florida which is a management company for over 30+ properties.
• Connecting with vendors to get quotes for works to be done in the associations.
• Inbound/outbound calls from unit owners, BODs to get the issues they are facing and getting them resolved with the associated vendors.
• Attending BOARD meetings and creating meeting minutes.
• Created Notices whenever needed and got them posted at the property with the help of maintenance people or property managers.
• Met and exceeded daily service quality and performance goals.
• Worked for payments for the vendors once the work is done by the on.

• Conducted research and document checks for anti-money laundering compliance.
• Performed financial crime risk assessments using internal and external data sources.
• Executed transaction monitoring processes through comprehensive screening activities.
• Reported suspicious activities, including predicate offenses and terrorist financing.
• Escalated red flags and potential risks to escalation team for thorough investigation.
• Provided assurance for safeguarding customer funds against financial crimes.

• Job lost due to COVID-19 Layoff.
• Conducting regular training sessions for new and existing employees.
• Managing and maintaining call quality records and data.
• Conducting regular quality assurance meetings with team members.
• Assisting with the development of call centre performance metrics.
• Tracking and reporting on key performance indicators (KPIs).
• Identifying and addressing patterns of poor performance.

• Providing feedback and coaching to employees to improve performance.
• Identifying and addressing customer complaints and concerns.
• Creating and maintaining call scripts and guidelines.
• Identifying and reporting potential quality issues to management.
• Participating in process improvement initiatives.
• Provided scores and areas of improvement to the newly hired employees.

• Conducted regular call audits to ensure compliance with company standards.
• Trained and coached employees on call handling best practices.
• Developed and implemented call quality metrics and reporting systems.
• Monitored and analysed call data to identify trends and areas for improvement.
• Collaborated with cross-functional teams to resolve call quality issues.
• Communicated call quality results and recommendations to management.