Naveena Nair

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Developed strong working relationships with staff, fostering a positive work environment.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Identify training needs for the entire department according to process requirement.
• Scheduling call monitoring and soft skill training for all colleagues.
• Recruit Trainers and Onboarding new employees and complete Training (new hire & existing).
• Identifying and Conducting Certification as per Business requirements.
• Supporting and helping to improve the Quality and Productivity of the teams.
• Creating and updating Standard Operating Procedures.

• Verifying and approving transactions, like Xpress Money & Xpress Telex.
• Checking the call quality of Australia Operations and providing feedback to agents.
• Handling Inbound and Outbound teams (voice & non-voice process).
• Coordinating with Sydney Head Office and reporting the daily activities.
• Preparing Reports, Auditing & managing escalation helpdesk.
• Providing training for New Joiner.
• Maintained detailed tracking of Know Your Customer file status and other customer record activities to ensure completion within required timeframes.
• Know Your Customer & Enhanced Due Diligence is applied in cases that were warranted to mitigate AML.
• Support to improve the efficiency of the business processes.

• Case preparation for Non H-1B cases, CAP cases, IV cases.
• Gathering documents, reviewing documents, analyzing cases, and drafting cases.
• Uploading foreign national documents in sharepoint.
• Cross Supporting other team for handling the volume.

• Promoted within 2 years for achieving goals.
• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Reviewed associate performance to identify training needs.
• Greeted customers and listened closely to problems described to determine solutions.
• Motivated teams by recognizing and rewarding excellence.
• Managing Quality and Training Team.
• Handling India Operations product - Forex/Travel & Tour and Gold Loan.
• Identifying practices within the organization that contribute to increased financial risk.
• Resolved customer service issues using company processes & policies (Escalation Helpdesk Management).
• Conducting process audits internally to ensure the process runs within the industry regulations—supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
• Report Preparation and Publishing.

• Handling money transfers & coordinating Forex transactions.
• Handling TT & Draft Queries raised by overseas customers.
• Coordinating with banks to sort out the issues raised by customers.
• Cross-selling of all company products. Marketing of Tour Packages.
• Experience providing ultimate customer service and financial solutions.
• Well-equipped at analyzing clients' creditworthiness and helping them decide on the right loan.

• Followed up with each customer to ensure appropriate actions were taken.
• Kept accurate records of all customer interactions and transactions and provided customers with information about products and services.
• Walk in customers complaint handling and resolving.

• Consistently met deadlines and requirements for all production work orders.
• Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
• Coordinated with systems partners to finalize designs and confirm requirements.