Meena Sharma

Client-focused Customer Support Professional delivering high-quality service. Proven expertise in achieving key client targets including CSAT, Net Resolution Rate, Reopen Reduction, and Escalation Management . Skilled in issue resolution, empathy-driven communication, and process improvement to enhance customer satisfaction and operational efficiency.

RESPONSIBILITIES

• Customer Service & Support
• CSAT Improvement Strategies
• Net Resolution Rate Optimization
• Reopen Analysis & Prevention
• Escalation Handling & De-escalation
• Ticket Management (Zendesk)
• Root Cause Analysis (RCA)
• Process Improvement
• Quality & Compliance
• Communication & Problem Solving
• Feedback through coaching method.

RESPONSIBILITIES

• Daily business review with clients - Developing & maintaining Client relationships
• Strategic exposure to risk & Fraud operations
• Operating within agreed business SLAs and confidentiality standards
• Drive Domain depth with knowledge transfer through trainers within the team.
• Oversight of plan rollouts, scorecard, training, metrics and responsible for performance evaluation.
• Attending weekly & monthly HR/Operations executive meetings
• Performing quality checks and validating output to ensure the required quality level and SLA is achieved.
• Experience in due diligence and investigations; knowledge of screening, due diligence tools, and data aggregators; research skills.
• Training and mentoring new hires for the entire process and making them ready for production and managing their queries and escalations.

RESPONSIBILITIES

• Experience using the Dante transaction monitoring application
• Proposes creative and pragmatic solutions for risk and control problems
• Maintain and enhance the Firm's automated surveillance programs designed to detect potential money laundering transactions, suspicious money movements, potential insider trading, potentially problematic transactions in unlisted low-priced securities, as well as other areas of potential market manipulation
• Ensure good processes are in place regarding the team's operating procedures. Ensure the team the timely documents and resolves all alerted transactions
• Managing and investigating AML
• Client Screening and reviewing of Sanctions
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.

RESPONSIBILITIES

• Developed procedures to monitor and detect suspicious activity.
• Assisted with the investigation of potential money laundering activities (Individual/Company/PEP).
• Provided training and guidance to new staff members on AML compliance regulations.

RESPONSIBILITIES

• Filling of GSTR-1 & 3B every month for 24 states.
• Filing of Annual GST Returns (GSTR-9) & (GSTR-9C) for 24 states.
• Preparation of Stock statement as per bank requirement.
• Preparation of Monthly report as required by CFO, such as Sales analysis, Debtors aging, Creditors aging, Advance to vendor, Receipt and payment details, Bank guarantee details, Cases pending details.

RESPONSIBILITIES

• Checking the reportable and Non reportable transactions, worked on TTR.
• Identification and verification of Customer's Details (Individual & Organization).
• Sharing daily internal audit report with the client.

RESPONSIBILITIES

• Conducted Enhanced Due Diligence on High risk customers and entities.
• Worked Experienced as Support Lead of AML/KYC team wherein key task is to conduct due diligence on the bank's on-boarding and existing customers.
• Quality audit on PEP (Political Explore Person)/CTF (Counter Terrorism Financing) screening for Australian, UK & US Customers.
• Performed KYC and KYB-Know your customer and Beneficiary for all the customers.
• Performed various screening activities like: Criminal records, PEP screening & Web searches.