Neeraj Kumar

• Mentored and guided employees to foster proper completion of assigned duties.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Responsible to manage shrinkage , attrition and all operational metrics.

• ATO Investigation LOB Management, Manual Send Review for hacked/compromised accounts of Crypto users, well versed knowledge of money laundering, Card Payments , wallet transaction e.t.c
• Currently handling LOBs are ATO Investigation, Manual Send Review, Manual account recovery, Identity and policy, CPPW (Payments and Wallets), Australia/ Brazil/ German Ques . Handling a control span of 150 FTEs along with 10 Supervisors
• Hands on experience in shrinkage and attrition management along with different conflict and situation management skills.
• Well versed experience on data analytics by preparing different data views to convert into insights.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Devised processes to boost long-term business success and increase profit levels.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Working for a fintech account and responsible to handle the resolution rate, FCr, Transfer rate, work Flow RCAs
• Interacted well with customers to build connections and nurture relationships.
• Trained and guided team members to maintain high productivity and performance metrics.
• Reported issues to higher management with great detail.
• Assisted in recruiting, hiring and training of team members.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

• Defined and implemented quality initiatives to reduce risk.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Participated in departmental meetings to establish short- and long-term strategy.
• Created and revised procedures, checklists and job aids to reduce errors.
• Analyzed quality and performance data to support operational decision-making.
• Monitored KPIs to proactively address bottlenecks and quality issues.
• Developed and maintained quality assurance procedure documentation.

• Created and collaborated in implementation and maintenance of customer complaint log.
• Addressed non-conformance issues, pausing production to correct errors.
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Analyzed quality and performance data to support operational decision-making.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Defined and implemented quality initiatives to reduce risk.
• Liaised with vendors and end-users to uncover system optimization opportunities.
• Monitored KPIs to proactively address bottlenecks and quality issues.

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Monitored KPIs to proactively address bottlenecks and quality issues.
• Defined and implemented quality initiatives to reduce risk.

• Applied effective time management techniques to meet tight deadlines.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Resolved problems, improved operations and provided exceptional service.

Taking calls

Adhere to shift time