Rajat Bhatt
Vadodara
Summary
FinCrime, QA, and Customer Operations professional with 7+ years of experience in transaction monitoring and alert investigation. Expertise in quality auditing and customer resolution, ensuring compliance and risk assessment. Proven ability to enhance operational efficiency through meticulous documentation and adherence to regulatory standards.
Overview
8
8
years of professional experience
Work History
QA Analyst
Viking Cloud
Vadodara
11.2024 - Current
- Established QA protocols to ensure secure and compliant operations.
- Collaborated with development teams to identify and resolve defects.
- Audited interactions to verify compliance with established standards.
- Documented findings and coordinated corrective actions for continuous improvement.
- Developed enhanced quality scorecards to improve compliance accuracy.
- Ensured SLA compliance and maintained service delivery quality standards.
Assistant Team Lead
EGS Contact Center Solutions
Vadodara
09.2020 - 10.2024
- Supervised 10-member team, achieving 95% customer satisfaction through effective leadership.
- Optimized training procedures, reducing onboarding time by 20%.
- Increased customer retention by 15% via proactive engagement strategies.
- Assisted in resolving customer inquiries and escalated issues effectively.
- Conducted performance reviews, delivering constructive feedback to enhance team development.
Technical Support Executive
Kochar Infotech
Vadodara
12.2018 - 02.2020
- Resolved over 50 technical cases daily while maintaining high-quality standards.
- Identified recurring issues and contributed to enhancements in knowledge base.
- Provided support through calls, chat, and email, ensuring timely responses.
- Trained new personnel on support protocols and customer service best practices.
Customer Support Executive
ISON BPO India Pvt Ltd
Vadodara
04.2018 - 12.2018
- Achieved 25% reduction in escalations through effective issue diagnosis.
- Increased customer retention by 15% through proactive concern resolution.
- Managed queries across multiple channels while adhering to service level agreements.
Education
Diploma - Mechanical Engineering
Gujarat University
Bhavnagar05-2014
Skills
- AML case management systems
- FinCrime platforms
- Transaction monitoring
- Quality assurance
- Risk assessment and mitigation
- Suspicious activity review
- Fraud detection and prevention
- Customer due diligence and KYC
- Case review and escalation
- Compliance auditing
- Root cause analysis
- Customer support operations
- Training and leadership
- Excel proficiency
- CRM tools (Salesforce, Zendesk)
- Alert triaging
- Pattern recognition
- Suspicious activity escalation
Timeline
QA Analyst
Viking Cloud
11.2024 - Current
Assistant Team Lead
EGS Contact Center Solutions
09.2020 - 10.2024
Technical Support Executive
Kochar Infotech
12.2018 - 02.2020
Customer Support Executive
ISON BPO India Pvt Ltd
04.2018 - 12.2018
Diploma - Mechanical Engineering
Gujarat University