Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Kuldeep Singh

Kuldeep Singh

Customer Service & Operations Analyst / SME
New Delhi

Summary

Dynamic and results-driven professional with a degree from Delhi University, dedicated to achieving milestones in competitive environments. A systematic and organized approach complements strong analytical skills and a collaborative team player mentality. Proven track record of efficiently managing multiple tasks while consistently meeting tight deadlines in high-pressure situations. Detail-oriented with exceptional communication skills, poised to leverage expertise and experience to drive organizational success.

Overview

15
15
years of professional experience
3
3
Certifications

Work History

Sr. Senior Analyst & SME

NatWest Group
03.2017 - Current
  • Doing audits for colleagues' conversations with customers to improve quality for an overall great customer experience, walk through colleagues with the changes, and take OJT training along with mentorship.
  • I have achieved Employee of the Month multiple times over the years for having great customer attributes, NPS scores, and have received LOV awards for raising process improvement ideas.
  • Responsible for the achievement of one goal: great customer behaviors with quality feedback, from time to time, to colleagues.
  • Along with team management, mentorship for individuals and team activities (like huddles on changes in process, refreshers, and getting access to all required tools) whenever required.
  • Analyzing and responding to financial queries and complaints from customers through secure messaging and electronic mail within our SLAs.
  • Skilfully identifying cases of anti-money laundering and preventing financial and reputational damage by raising IMLSR and FSR.
  • Monitor real-time queries and identify high-risk transactions by analyzing accounts and transaction patterns.
  • Collecting and examining the financial statements and documents in identifying unusual transaction patterns.
  • Performing a wide range of financial checks before customer onboarding, and ensuring KYC/AML and Customer Due Diligence (CDD) norms always comply.
  • Ensure confidentiality of all information collected during the investigation, and monitor transactions by reviewing transaction alerts, spotting inconsistencies, and escalating accounts with financial crime concerns.
  • Preparing and sharing the daily performance report for the team, with key attributes to be followed to improve team performance.

Sr. Senior Travel Sales Consultant

Domestic Holidays At Yatra online Pvt Ltd
10.2014 - 02.2017
  • Consulting of all kinds of domestic holiday packages offered by the company for various destinations across India, including group departures offered by the company.
  • Customized tour plans.
  • The job involves a consultative approach for travel packages, as per the requirements of the guest.
  • Responsible for the achievement of the monthly target set by the organization, along with team management.
  • I was the top performer for the lob on multiple occasions, due to which I was sent to multiple destinations for holidays from the company and also sent on group tours.

Operation Executive

Policy bazaar.com
10.2011 - 10.2014
  • Consulting of all kinds of health insurance from leading companies like Max Bupa Health Insurance, Apollo Munich Health Insurance, Star Health & Allied Insurance Co., etc., to customers who visit the websites from all over India.
  • The job involves a consultative approach for health insurance.
  • Responsible for the achievement of the monthly target set by the organization.

Tele Sales Officer

Serco BPO India
12.2010 - 06.2011
  • Selling health insurance through telemarketing for the Delhi and NCR region.
  • Undertaking market research and sales promotion.
  • Handle the whole database of team performance on a daily basis, as well as monthly.

Tele Marketing Executive

Intouch Solutions Pvt. Ltd
04.2010 - 09.2010
  • Selling life insurance through telemarketing for the Delhi and NCR region.
  • Interact with clients on the phone, as well as meet them face to face.
  • Innovate new ideas and thoughts according to the market conditions.

Education

Secondary School Certification -

CBSE Board
01.2010

B.Com -

Delhi University
04.2001 -

Higher Secondary School Certification -

CBSE Board
01.2008

Skills

Effective team collaborator

Certification

Anti-Money Laundering & Counter-Terrorist Financing (2022)

Timeline

Sr. Senior Analyst & SME

NatWest Group
03.2017 - Current

Sr. Senior Travel Sales Consultant

Domestic Holidays At Yatra online Pvt Ltd
10.2014 - 02.2017

Operation Executive

Policy bazaar.com
10.2011 - 10.2014

Tele Sales Officer

Serco BPO India
12.2010 - 06.2011

Tele Marketing Executive

Intouch Solutions Pvt. Ltd
04.2010 - 09.2010

B.Com -

Delhi University
04.2001 -

Secondary School Certification -

CBSE Board

Higher Secondary School Certification -

CBSE Board

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Kuldeep SinghCustomer Service & Operations Analyst / SME