SHUBHAM SONI

• Facilitated prompt resolution of concerns and queries raised by bank employees, ensuring smooth internal operations.
• Guided users in efficiently navigating banking applications and tools to enhance usability and reduce dependency.
• Monitored financial transactions to proactively identify irregularities and mitigate potential fraud risks.
• Investigated and resolved instances of account data compromises, ensuring data integrity, and customer trust.
• Evaluated banking application performance, and provided feedback on system improvements and technical issues.
• Managed core banking products while supporting business operations for B2B clients across various banking services.
• Conducted knowledge-sharing and training sessions with bank employees to improve service delivery and client interaction.
  
  
• Delivered end-to-end support to business and corporate banking clients for complex queries related to accounts, transactions, and financial services.
• Served as the primary contact for B2B clients through multiple channels, ensuring timely and SLA-compliant issue resolution.
• Coordinated with cross-functional teams, including Risk, Compliance, IT, and Operations, to resolve escalations and critical client issues.
• Analyzed client-reported issues to uncover trends, and recommended process enhancements to boost service efficiency.
• Ensured compliance with regulatory frameworks (KYC, AML, GDPR), and maintained strict adherence to data privacy protocols.
• Maintained comprehensive documentation of client interactions, issue resolutions, and escalation history for quality audits.

• Resolved technical issues with fintech products to enhance customer satisfaction.
• Guided users in navigating digital financial tools to improve the user experience.
• Managed account-related inquiries while ensuring compliance with established protocols.
• Collaborated with product and tech teams to address service improvements.
• Analyzed customer feedback to drive enhancements in service delivery.

As a Quality Analyst:

• Conduct regular call, chat, and email monitoring to assess agent performance and adherence to quality standards.
• Perform performance evaluations using defined scorecards, and provide constructive feedback to enhance service delivery.
• Generate and analyze quality reports to identify trends, root causes, and opportunities for process improvement.
• Collaborate with operations and training teams to drive process enhancements and improve overall customer satisfaction.
• Lead and participate in calibration sessions to ensure consistency and accuracy in quality assessments.
• Monitor and enforce compliance with internal policies and client-specific regulations, ensuring risk mitigation, and service integrity.