Sravankalyan Kunapuli

• FINCRIME SUPPORT SPECIALIST: Conducted comprehensive KYC/AML processes by verifying and extracting data from global documents to ensure compliance with regulatory standards.
  Maintained accuracy and efficiency in document verification, contributing to streamlined identity verification processes for international clients.
• Led on- and off-site customer support teams across multiple time zones.
• Answered customer inquiries via phone, email, and chat.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

MONITORING SPECIALIST:

• Led expertise in FinCrime investigations, focusing on specific areas, such as anti-money laundering (AML), fraud prevention, transaction monitoring, etc.
• Led the team in the absence of the team lead, managing workflows, delegating tasks, and ensuring targets were consistently met.
• Optimized transaction monitoring systems result in specific measurable outcomes, such as reduced false positives and improved detection rates.
• Conducted detailed reviews and escalations for high-risk cases, collaborating with stakeholders to ensure effective resolutions.
• Delivered training sessions and created documentation to enhance the team's understanding of emerging FinCrime trends and best practices.
• Acted as a key liaison between the team and senior management during critical projects, ensuring seamless communication and project alignment.

• Provided dedicated support for UK and US customers, guiding them through the onboarding process, ensuring smooth account setup, and assisting with trip completion for up to 25 trips.
• Delivered high-quality assistance for in-app support issues, troubleshooting customer concerns, and resolving technical difficulties to enhance the user experience.
• Verified customer documents, ensuring compliance with regulatory standards and company policies, to guarantee a secure and smooth onboarding process.
• Worked closely with customers to address inquiries related to account management, payments, and trip-related issues, improving satisfaction rates.
• Collaborated with the onboarding team to streamline processes, reduce onboarding time, and increase customer retention.
• Tracked and documented customer feedback, identifying trends and areas for improvement in the support process.

• Utilized the Onfido tool to perform Know Your Customer (KYC) verification tasks, ensuring global document verification compliance across multiple regions worldwide.
• Verified customer documents, including ID and address verification, adhering to regulatory standards and enhancing security across the global platform.
• Assisted customers from all over the world with onboarding, troubleshooting issues, and guiding them through the verification process to ensure smooth account setup.