Sofiya Tasleem
Hyderabad
Summary
Data driven Team Lead with a strong track record in leadership and strategic planning, consistently delivering high-quality products within tight deadlines. Expertise in employee training and motivation, fostering skill development to achieve ambitious targets. Recognized for building robust relationships and optimizing vendor operations, ensuring exceptional customer experiences. Proficient in resolving complex challenges, managing cross-functional teams, and leveraging CRM systems for enhanced supply chain efficiency.
Overview
2026
2026
years of professional experience
Work History
Team Lead
Conduent India
Visakhapatnam
08.2024 - Current
- Provide leadership and mentorship across key areas, like performance management, learning and development, and leadership skills.
- Collaborate cross-functionally with Program, Quality, and Training teams to improve existing workflows and processes.
- Handled escalations and resolved complex issues with professionalism and empathy, consistently maintaining a high customer satisfaction (CSAT) rating.
- Raising awareness of unusual trends in performance.
- Seeking to go above and beyond the role by taking ownership of difficult problems, resolving ongoing issues, and being a leader in the workplace.
- Negotiated with vendors to gain optimal pricing on products, resulting in a substantial increase in profit margin. Led end-to-end vendor coordination, onboarding, and performance tracking across multiple global partners.
- Managing the daily performance of employees, ensuring productivity, quality, and adherence to SLA expectations.
- Collaborated with internal stakeholders and cross-functional teams to improve vendor SLAs and optimize service workflows.
- Trained junior agents on CRM usage, communication skills, and escalation processes.
- Personalized client experience, identifying unique needs and providing information and services to match.
Senior Specialist / Deputy Team Leader
Revolut India
04.2022 - 03.2024
- Providing customers with an extremely high-level, personalized service to manage their issues end-to-end.
- Investigating sentiment variations to derive insights, and partnering with teams across the business to identify and drive actions.
- Reporting on key root causes and remediation actions in progress.
- Conducting thorough investigations and reports on the root causes of escalations, suggesting actions to be taken to improve end-to-end customer service.
- Problem-solving customer issues to ensure outcomes are optimized for both customers and the business.
- Collaborating with other teams internationally to tackle any customer issues.
- Coordinated team resources to achieve project goals.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Researched solutions using available resources including internal databases and external sources.
Fincrime Analyst
Tide Financial Services
03.2021 - 03.2022
- Performed KYC due diligence for new and existing corporate and retail clients, including beneficial ownership checks, and UBO verification.
- Reviewed PEP and sanctions alerts using FircoSoft, and escalated true positives to the compliance team.
- Supported periodic reviews of high-risk accounts, and documented enhanced due diligence (EDD) procedures.
- Supported the AML team in the data collation of SAR filings, and helped refine red flag indicators in the transaction monitoring system.
- Assisted in preparing compliance reports for internal audits and regulatory reviews.
AML Investigator
PWC
08.2020 - 02.2021
- Led on- and off-site customer support teams across multiple time zones.
- Developed positive relationships with customers through friendly interactions.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided regulatory compliance training to employees.
- Reviewed and analyzed customer transactions for suspicious activity in accordance with AML regulations.
- Prepared reports, metrics and research to support fraud initiatives and projects.
- Performed customer due diligence reviews, including risk assessments of customers and their related entities.
- Developed reports summarizing investigation results for review by senior management team.
- Assisted in developing new procedures to ensure compliance with AML regulations and guidelines.
Customer Service Executive
HSBC
- Learn Client Connect navigation, customer communication, and case handling best practices.
- Gained hands-on experience in customer retention and service recovery processes.
- Supporting the clients by assisting and managing the policy information and updates over calls, analyzed the specific needs of customers.
- Working with strict deadlines and performing the administrative procedures required for the group.
- Build strong relationships with customers and strategic associates to elevate brand awareness.
- Verification of the information in the client policy.
- Checking accruals and provisions and processing.
Education
Bachelors - Electronics And Communications Engineering
Andhra University
Visakhapatnam10-2017
Skills
- Performance management
- Vendor negotiation
- Customer satisfaction
- Root cause analysis
- Zendesk and CRM platforms
- Complaint resolution
- Customer Relationship Management
- SLA/KPI Tracking
- Multichannel support (phone, email, chat)
- Project coordination
- Data analysis
- Team leadership
Languages
English
First Language
Urdu
Upper Intermediate (B2)
B2
Telugu
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Timeline
Team Lead
Conduent India
08.2024 - Current
Senior Specialist / Deputy Team Leader
Revolut India
04.2022 - 03.2024
Fincrime Analyst
Tide Financial Services
03.2021 - 03.2022
AML Investigator
PWC
08.2020 - 02.2021
Customer Service Executive
HSBC
Bachelors - Electronics And Communications Engineering
Andhra University
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