Rahul Singh
Banking/Fintech
Banglaore,Karnataka
Summary
Dynamic Banking and Fintech professional with 9 years of experience focused on delivering exceptional customer service and driving process improvements. Demonstrated expertise in operational efficiency, escalation management, and solution implementation, resulting in enhanced customer satisfaction. Recognized for strategic problem-solving abilities and effective communication skills, fostering collaboration across teams to achieve organizational goals. Committed to ongoing growth and contributing to team success in a fast-paced environment.
Overview
9
9
years of professional experience
2
2
Certification
Work History
Flywire Payments Corporation
Banglaore
2022.02 - Current
- Manage escalations and critical escalations, ensuring timely resolution and customer satisfaction.
- Train and coach Payment Experience Associates, enhancing team performance and efficiency. Monitor and evaluate team performance, providing performance management support to drive continuous improvement.
- Stakeholder management involves collaborating with internal teams and external partners to streamline processes.
- Work across multiple departments to ensure seamless customer satisfaction and issue resolution.
- Handle customer queries via chat, calls, and emails, maintaining high service quality and professionalism.
- Process improvement initiatives, identifying inefficiencies, and implementing solutions for optimized workflows.
Processor Trading Operations, GTRF
HSBC
Banglaore
2021.02 - 2022.02
- Risk management: Identify potential risks associated with trade transactions.
- Transaction/Sanction Screening: Using WOLF screening.
- Regulatory Compliance: To ensure all transactions adhere to international regulatory standards and cross-border guidelines.
Customer Service Executive
HSBC
Banglaore
2016.07 - 2021.01
- Delivered phone support to customers within the retail liabilities segment. Oversaw and reviewed customer complaints submitted by the team, ensuring compliance with quality.
- Managed and resolved retail banking inquiries, providing timely and accurate assistance to customers.
- Identified and flagged activities in accordance with Anti-Money Laundering (AML) guidelines and policies.
- Fraud prevention – Identified and mitigated potential risks to safeguard customer accounts from fraudulent activities.
- Ensured high-quality communication and customer service delivery, meeting established productivity and service benchmarks.
- Trained and mentored new hires to improve call quality, complaint recording processes, and effective customer handling techniques.
Fashion Consultant
Diesel Fashion India
Banglaore
2015.06 - 2016.05
- Communicate with clients: Help clients discover their fashion and image goals.
- Offer styling advice.
- Visual merchandising.
Education
Bachelor of Arts - Psychology
Dr Bhimrao Ambedkar University University
Uttar Pradesh, India2014-05
Diploma in Aviation, Hospitality And Travel Management. - Aviation
Frankfinn Institute of Air Hostess Training
Uttar Pradesh2010-05
Higher Secondary - Science
Kendriya Vidyalaya
Kendriya Vidyalaya, Assam, India2008-03
High School - Science
Kendriya Vidyalaya
Uttar Pradesh, India2006-03
Skills
- Customer service
- Team management
- Stakeholder Management
- Training and coaching
- Process Improvement
- Multitasking Abilities
Certification
- Strategic Leadership and Management
- The Project Management Course: Beginner to PROject Manager
Languages
Hindi
First Language
English
Proficient (C2)
C2
Accomplishments
- Governor's Medal for Best Cadet, National Cadet Corps (NCC)
- Mr, Frankfinn title
- Effectively managed the highest number of critical escalations
- Performance Improvement Project - CSAT and Quality Improvement- 15% average improvement in Teams monthly quality score.Reduced DSAT % from 16% to 11%.
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Sports
Fitness
Work Preference
Work Type
Full TimeImportant To Me
Career advancementCompany CulturePersonal development programsTimeline
Flywire Payments Corporation
2022.02 - Current
Processor Trading Operations, GTRF
HSBC
2021.02 - 2022.02
Customer Service Executive
HSBC
2016.07 - 2021.01
Fashion Consultant
Diesel Fashion India
2015.06 - 2016.05
Bachelor of Arts - Psychology
Dr Bhimrao Ambedkar University University
Diploma in Aviation, Hospitality And Travel Management. - Aviation
Frankfinn Institute of Air Hostess Training
Higher Secondary - Science
Kendriya Vidyalaya
High School - Science
Kendriya Vidyalaya