Ravi Chaudhary

Conducted call audits and calibrations to ensure adherence to quality assurance standards.

• Analyzed transaction data to identify suspicious patterns and reduce fraud risk.
• Performed comprehensive assessments of customer due diligence and risk evaluations.
• Reviewed customer identification documents for regulatory compliance.
• Updated KYC policies to reflect changes in regulations.
• Monitored customer accounts, flagging suspicious activities for further investigation.
• Investigated alerts from AML transaction monitoring systems for prompt resolution.
• Maintained thorough documentation of investigations and findings to ensure legal compliance.
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• Maintain the highest standards of customer service, for both inbound and outbound calls.
• First Call resolution for Executive club members, Premium Customers, Preferred Partners.
• PNR servicing and redemption of AVIOS points.

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain jovial relationships with clients.