Monalisa Sinha
KYC Specialist
Bengaluru,Karnataka
Summary
Highly capable, hard-working and motivated with 10+ years of experience in Banking and Telecom sectors. My areas of expertise are helping me to deal customer’s issues or queries in a more efficient manner. Looking to apply my current experience and knowledge to enhance the skills in order to achieve both professional and organizational goals.
Overview
13
13
years of professional experience
3
3
Languages
Work History
KYC Specialist
ANZ
8 2023 - Current
- `Ongoing Customer Due Diligence.
- Review and evaluate documentation for existing Individual customer accounts.
Fraud Specialist
JP Morgan Chase
04.2021 - 08.2023
- Fraud detection in Debit card, ACH and check transactions
- Handling customer’s transactional queries over the phone
- Researching claims and taking decisions on the basis of the same, if applies
Business Associate – Operations
BT E-serve India Pvt. Ltd.
05.2018 - 04.2021
- Placing broadband, fixed line and BT TV orders
- Handling customer’s order related queries over chat, emails
- Dealing with on-shore BT and Plusnet employee’s broadband, fixed line and TV related orders
- Outbound calls to the customers or employees only if required
- Calculating and applying refunds or compensations
- Handling difficult conversations or escalations
Senior Associate
Wipro
02.2011 - 02.2018
- Dealing with queries as technical support for BT process
- Handling queries regarding broadband and fixed line issues
- Worked as Tier 2 associate dealing with customer’s complaints
- Handled complaints over outbound calls, chats and emails
- Help customers configure their gaming consoles with BT’s broadband
- Helping customers troubleshoot the broadband and wireless issues
Education
Bachelors in Commerce -
Jogamaya Devi College
Skills
Active listening
Good communication
Critical Thinking
Decision making
Time management
Analytical skills
Dealing with complaints
Ability to work under pressure
MS Office
Accomplishments
- Participated and won a Gold medal in GCS Covid-19 Virtual Taekwondo Championships, organized by the GCS Portland USA, US World Class Taekwondo and MASTKD. Results: [link]
- Felicitated by His Excellency Governor of West Bengal, Shri Keshari Nath Tripathi for the success in 2017 Mumbai Korean Consul General Cup in Taekwondo in Raj Bhawan.
- Participated and won a Gold medal in National Level in 2017 Mumbai Korean Consul General Cup in Taekwondo held in Dharavi, Mumbai.
- Participated in State Level Taekwondo Championship in 2nd Bengal Taekwondo Hanmadang 2017 and won Gold and Silver Medals.
References
Available upon Request
Timeline
Fraud Specialist
JP Morgan Chase
04.2021 - 08.2023
Business Associate – Operations
BT E-serve India Pvt. Ltd.
05.2018 - 04.2021
Senior Associate
Wipro
02.2011 - 02.2018
KYC Specialist
ANZ
8 2023 - Current
Bachelors in Commerce -
Jogamaya Devi College