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
Gurugram
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
Gurugram
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
Gurugram
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
New Delhi
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
New Delhi
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
Cross-functional team collaboration
Effective communication
Proficient time management
Team motivation skills
Client management
Performance monitoring
Data analysis
Financial modeling
Analytics program experience
Client relationship management
MS Excel
Team collaboration and leadership
Decision-making
Analytical thinking
Process improvements
Time management
Project management
Continuous improvement
Issue identification
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