Somya Baa
Gurugram
Summary
Compliance professional with experience in regulatory compliance, risk management, and audit oversight. Skilled in implementing compliance policies, conducting audits, and ensuring adherence to legal and regulatory standards. Proficient in identifying operational and regulatory risks, recommending corrective actions, and safeguarding organizational integrity. Detail-oriented and results-driven, with top skills in customer relations, problem-solving, recordkeeping, and conflict resolution. Adept at resolving service and product issues, delivering high-quality customer experiences, and providing creative solutions to complaints.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Interim Compliance Analyst
Airbnb
01.2026 - 02.2026
- Monitored short-term rental, AML/KYC, and GDPR regulations impacting host onboarding, listings, bookings, and payouts.
- Conducted CDD and EDD reviews to identify high-risk hosts, fraudulent listings, and suspicious transactions.
- Performed compliance audits and risk assessments, reducing regulatory gaps by 25%.
- Investigated fraud, discrimination, and policy breaches, preparing detailed reports for Trust & Safety and Legal teams.
- Strengthened platform integrity by implementing compliance controls across onboarding and payment workflows.
CS Resolution Specialist
Airbnb
06.2018 - 12.2025
- Handled 60–80 inbound calls daily, maintaining a 95% CSAT score and meeting 100% SLA targets.
- Achieved 85% First Contact Resolution (FCR), reducing repeat calls and improving operational efficiency.
- Resolved 100+ account inquiries weekly with 98% accuracy, reducing complaint turnaround time by 20%.
- Maintained 99% CRM documentation accuracy to ensure compliance and quality standards.
- Managed escalations with a 90% resolution rate without supervisor intervention, strengthening customer retention by 15%.
- Served as Subject Matter Expert (SME) for a 10-15-headcount team, delivering training, monitoring performance metrics, and coaching advisors to improve KPIs and service quality.
Associate
Fidelity International
02.2016 - 06.2018
- Ensured compliance with Financial Conduct Authority (FCA) Client Money (CASS) rules within the Control & Settlement function.
- Performed daily cashbook and general ledger reconciliations, resolving breaks with 99% accuracy and reducing outstanding discrepancies by 30%.
- Investigated and settled non-standard tax transactions, strengthening financial controls and regulatory adherence.
- Produced monthly P&L reports and compliance dashboards for senior management, improving reporting efficiency by 25%.
- Conducted risk assessments and compliance monitoring to maintain audit readiness and mitigate financial exposure.
Senior Executive
Concentrix
12.2013 - 02.2016
- Managed workflow and assigned Google ad review cases to team, ensuring quality through weekly evaluations.
- Provided on-the-job training for new reviewers, delivering constructive feedback to enhance performance.
- Conducted team huddles to discuss updates and address member concerns regarding ad reviews.
- Delivered email and chat support via ‘gCases’ platform for high-value clients related to ad reviews.
- Resolved customer queries by addressing issue-based tickets within specified turnaround times.
- Reviewed Google AdWords advertisements across 40 languages, adhering to policies for diverse countries.
- Assessed various ad formats, including text, image, video, and mobile ads, ensuring compliance.
Education
M.Com -
School of open learning (DU)
Delhi01.2016
B.Com -
Shaheed Bhagat Singh College
Delhi01.2013
12th - English
CBSE
01.2010
10th - English
CBSE
01.2008
Skills
- Customer due diligence facility
- Regulatory compliance
- Risk assessment
- KYC procedures
- Anti-Money laundering understanding
- Suspicious Matter Reporting (SAR, STR)
Certification
- PRO AML
- Six Sigma Green Belt Certification Training -SIMPLILEARN
- PMP: The Complete PMP - Course & Practice Exams -PMI
LANGUAGES
ENGLISH
HINDI
Hobbies and Interests
- Gyming
- Travelling
Websites, Portfolios and Profiles
https://www.linkedin.com/in/somya-baa462a06156/
Timeline
Interim Compliance Analyst
Airbnb
01.2026 - 02.2026
CS Resolution Specialist
Airbnb
06.2018 - 12.2025
Associate
Fidelity International
02.2016 - 06.2018
Senior Executive
Concentrix
12.2013 - 02.2016
M.Com -
School of open learning (DU)
B.Com -
Shaheed Bhagat Singh College
12th - English
CBSE
10th - English
CBSE