Salesforce
Rahul Kumar Sharma
Indore
Work Preference
Summary
Dynamic professional with extensive experience in cross-border payments and compliance at ICICI Bank. Proven expertise in AML/KYC processes and SWIFT operations, complemented by strong analytical skills. Successfully managed high-value transactions while ensuring zero errors and strict adherence to regulatory standards, demonstrating exceptional attention to detail and problem-solving abilities.
Overview
7
7
years of professional experience
Work History
Customer Technical Services
Teleperformance
06.2023 - 11.2025
- Delivered B2B technical and transaction support for Mastercard’s 3D Secure (Identity Check) program to banks, financial institutions, payment gateways, PSPs, and merchants.
- Handled authentication and authorization processing for 3DS transactions, ensuring correct flow logic, protocol alignment, and validating where failures occurred.
- Investigated and resolved transaction failures, guiding clients through technical troubleshooting, configuration validation, and error-code analysis.
- Managed acquirer onboarding for Identity Check, including sandbox setup, certification steps, test transaction execution, and pre-production validation.
- Assisted customers during BIN attacks and first-party fraud, sharing best practices on rule creation, merchant blocking, velocity controls, and full/partial transaction blocking.
- Organized and led live technical bridge calls during high-impact incidents such as mass outages, bulk failures, and performance degradation.
- Guided customers through full IDC onboarding compliance, including LOA/LOC document requirements, certificate setup, compliance testing, and production readiness.
- Utilized Salesforce, Splunk, Confluence, and Mastercard internal tools for case management, investigation, and protocol analysis.
- Mastercard – B2B Support
Customer Care Executive
Airtel
Indore
01.2022 - 02.2023
- Managed inbound support for Airtel Black customers (DTH, Postpaid, Wi-Fi), resolving billing issues, service disruptions, plan inquiries, and technical support cases.
- Performed cross-selling and up-selling of Airtel Black bundled services as part of customer engagement.
- Coordinated technical engineer visits, tracked service workflows, and ensured smooth issue closure.
- Handled outbound follow-up and feedback calls to verify complaint resolution and assess customer satisfaction.
- Conducted post-resolution quality checks, ensuring customers were fully satisfied and concerns were genuinely resolved.
- After 6 months, assigned to manage Level-2 and Level-3 escalation calls, handling high-priority and complex cases requiring faster response and deeper investigation.
- Worked closely with backend and technical teams to expedite escalations and ensure superior customer experience.
- Airtel Black Support
Deputy Manager – Outward Remittance, AML/KYC & Cross-Border Payments
ICICI Bank
11.2015 - 09.2019
- Processed cross-border outward remittances from NRE, NRO, and FCNR accounts to international beneficiaries across multiple currencies.
- Performed full AML and compliance checks, including beneficiary screening, country risk evaluation, bank-level due diligence, and customer profile review as per RBI/FEMA guidelines.
- Conducted sanctions screening against OFAC, UN, EU lists through Amlock/FCRM and validated alerts with the internal compliance/product team.
- Assessed Source of Funds (SOF), verified purpose of remittance, and ensured adherence to regulatory norms for all outward transfers.
- Executed forex deal booking using Credence, followed by account debits using the Maker–Checker authorization workflow.
- Performed SWIFT message verification for outgoing payments, including MT103, MT202, MT202 COV, and handled cancellation/return cases via MT192, MT199, MT103 Return.
- Managed return of funds, rejection cases, compliance clarifications, and communication from correspondent banks.
- Processed and validated large-value transactions, including single remittances up to ₹450 Crore INR, ensuring zero errors and strict compliance.
- Coordinated with branch teams, compliance, treasury, and internal product teams to resolve escalations and ensure smooth end-to-end processing.
- Utilized multiple payment and compliance systems including Finacle, Amlock, FCRM, Credence, SWIFT interface, and Excel for high-accuracy operations.
Education
PGDBM - Business Management
Manipal University
Bengaluru01.2016
M.Com - Master of Commerce
Devi Ahilya Vishwavidyalaya (DAVV)
Indore05.2013
B.Com - Bachelor of Commerce
Devi Ahilya Vishwavidyalaya (DAVV)
Indore05.2011
Skills
- Wire Transfers & Cross-Border Payments
- SWIFT (MT103/202) / Forex operations
- AML /KYC/CDD/EDD
- Sanctions screening /Transaction & name screening
- 3D Secure (Identity Check)
- Authentication & authorization processing
Tools
- Finacle / Amlock / FCRM / Credence /SWIFT Interface
- Salesforce / Splunk / Confluence
- Zendesk / G Suite / Excel
Soft Skills
- Strong Compliance Orientation
- Attention to Detail
- Analytical & Risk-Based Thinking
- Problem Solving & Decision Making
- Ability to Work in High-Control Environments
Hobbies and Interests
- Music
- Movies
- Cooking
Personal Information
- Title: Fintech & Payment Operations Specialist
- Date of Birth: 01/03/92
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Zendesk
Google Workspace
Interests
Music, Music and Movies
Quote
Everything in this world happens twice — first in your mind, and then in reality. Whatever you can imagine, you have the power to achieve.
Rahul Sharma
Timeline
Customer Technical Services
Teleperformance
06.2023 - 11.2025
Customer Care Executive
Airtel
01.2022 - 02.2023
Deputy Manager – Outward Remittance, AML/KYC & Cross-Border Payments
ICICI Bank
11.2015 - 09.2019
PGDBM - Business Management
Manipal University
M.Com - Master of Commerce
Devi Ahilya Vishwavidyalaya (DAVV)
B.Com - Bachelor of Commerce
Devi Ahilya Vishwavidyalaya (DAVV)