Rekha B

• Worked with the BGC Adjudication team for US&C region
• Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
• My goal is to screen partner's payment information in Payment Profile (Vault) against consolidated global sanctions lists
• If we find a true match for a sanctioned party, the partner will be deactivated and banned from the platform within 24 hours after confirmation
• Our tools include sanctions screening tool, sanctions dashboard, WOK
• Additionally worked on Customer due diligence program by performing background checks and other screening on the customers to ensure that they are properly risk assessed before being onboarded.

CDD is at the heart of anti-money laundering and KYC initiatives.

• Evaluated and monitored a high volume of customer interactions, resulting in a 15% increase in customer satisfaction
• Analyzed data trends from ongoing monitoring efforts, utilizing insights gained to improve upon existing compliance initiatives further continually.
• Identified low-performing agents and made recommendations to Team Leaders, resulting in a 20% increase in agent performance
• Co-managed external client relationships, ensuring effective communication and timely delivery of quality targets
• Communicated with key stakeholders, including Operations and Compliance, to ensure consistency and alignment on functional objectives and business goals
• Worked as a Risk Investigations Specialist to mitigate identity fraud etc in regions such as Australia and New Zealand.

• Provided excellent customer service for IN and NA customers and resolved customer queries
• Maintained up-to-date knowledge on Concession abuse prevention team
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
• Resolved customer queries and complaints within a timely manner, achieving a 20% reduction in query resolution time
• Maintained up-to-date knowledge of Delivery timeline, Refund, Replacement and Cash back issues and transaction services, ensuring accurate and effective communication with customers.
• Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
• Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
• Responded proactively and positively to rapid change.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.