Shalini Ghosh
Kolkata
Summary
Customer-focused Financial Crimes Specialist with superb organizational and verbal communication skills. Successfully monitors account activity and performs general account handling functions. Independent and honest to balance multiple projects at once.
Personable and dedicated customer service representative with extensive experience in industry. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Financial Crimes Specialist
Revolut
Bangalore
02.2024 - Current
- Evaluated customer profiles against established criteria to identify potentially suspicious activities or transactions.
- Assisted in developing strategies to mitigate risk associated with money laundering activities.
- Monitored customer accounts for changes in behavior that could indicate criminal activity.
- Investigated customers' backgrounds through public records searches, credit checks.
- Conducted investigations of suspected fraudulent activity by gathering data from various sources.
Customer Success Analyst
Nymble
Bangalore
06.2023 - 02.2024
- Maintained accurate records of all interactions with customers including emails, phone calls, and meetings.
- Documented common problems encountered by users and worked closely with development team to find solutions.
- Developed customer success strategies to increase user engagement and retention rates.
- Conducted onboarding sessions with new customers to ensure successful implementation of products and services.
- Analyzed customer data to identify areas of improvement in the customer experience.
Escalation Resolution Specialist (ERT)
Amazon
09.2022 - 04.2023
- Investigated customer complaints and identified root cause of the issue.
- Monitored ongoing escalations for resolution progress.
- Worked closely with other teams to identify trends in escalated cases.
- Managed multiple customer accounts simultaneously while providing superior service.
- Researched, analyzed, and resolved complex customer inquiries.
- Provided technical support to customers with escalated issues.
Seller Support Associate
Amazon
Bangalore
01.2021 - 09.2022
- Provided customer service and technical support to Amazon sellers via phone, email, and chat.
- Analyzed root cause of seller complaints and developed strategies to improve the overall customer experience.
- Ensured compliance with applicable laws and regulations related to selling activities on Amazon platform.
- Performed daily audits of seller accounts for compliance with Amazon policies.
- Developed process improvements to increase efficiency when responding to customer inquiries.
Operations Advisor
Concentrix Daksh Pvt. Ltd
Kolkata
08.2020 - 01.2021
- Monitored performance metrics to ensure compliance with organizational standards.
- Assessed operational processes and identified areas for improvement.
- Provided technical support when needed to troubleshoot operational problems.
Education
Master of Business Administration (MBA) -
Amity Business School
Kolkata12-2021
Bachelor of Business Administration (BBA) -
The Heritage Academy
12.2017
XII (Senior Secondary), Commerce -
ISC Board (Salt Lake School)
X (Secondary) -
ICSE Board (Salt Lake School)
Skills
- MS-Excel - Advanced
- MS Office - Advanced
- Problem-Solving
- Analytical Thinking
- Fraud Detection
- Accounting knowledge
- Compliance Training
- Complaint Handling
- Quality Control
Certification
- Udemy Certification - 08/01/22
- CBAP Certification on Business Analyst
- Data Visualization Certification from Analytix Labs
- Have knowledge on Excel, SQL and Tableau software.
Internshiptraining
- Apeejay Surrendra Group, Kolkata, 2 months, Human Resource Information System and Recruitment Process, To have practical hands on experience in human resource field and gain knowledge in the areas of Human Resource operations.
- Linkruit, Ahmedabad, 2 months, Human Resource Executive
Timeline
Financial Crimes Specialist
Revolut
02.2024 - Current
Customer Success Analyst
Nymble
06.2023 - 02.2024
Escalation Resolution Specialist (ERT)
Amazon
09.2022 - 04.2023
Seller Support Associate
Amazon
01.2021 - 09.2022
Operations Advisor
Concentrix Daksh Pvt. Ltd
08.2020 - 01.2021
Master of Business Administration (MBA) -
Amity Business School
Bachelor of Business Administration (BBA) -
The Heritage Academy
XII (Senior Secondary), Commerce -
ISC Board (Salt Lake School)
X (Secondary) -
ICSE Board (Salt Lake School)
- Udemy Certification - 08/01/22
- CBAP Certification on Business Analyst
- Data Visualization Certification from Analytix Labs
- Have knowledge on Excel, SQL and Tableau software.
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