Suvarna Shetty
Summary
With over 7 years of diverse experience in healthcare, customer support, technical support, and quality analysis. In-depth understanding of anti-money laundering procedures and laws. Self-motivated and highly organized with an exceptional work ethic. Known for being timely and professional, this proactive and friendly specialist possesses exceptional communication skills and the ability to establish and nurture relationships to enhance business retention.
Overview
9
9
years of professional experience
Work History
Sr. Associate
Drip Capital
05.2023 - Current
- Worked and managed approximately 20-30 existing and new clients monthly, to understand needs and provide onboarding and KYC service(s). Conducted comprehensive research on client's backgrounds, verifying identities and assessing risks for potential financial crimes.
- Handled both individual and business singular and layered, bi-coastal, multi- million dollar accounts to address outstanding KYC updates and changes in conjunct with customer life event changes, updates, inquiries and concerns.
- Increased customer satisfaction by resolving any AML/KYC issues by resolving outstanding issues internally when applicable.
- Resolved escalated problems, improved communications operation and provided exceptional internal and client support
- Worked closely with legal and compliance teams to address any regulatory concerns or potential sanctions breaches.
- Served as a subject matter expert for colleagues, providing training and support on AML/KYC-related issues, fostering an environment of knowledge sharing and collaboration.
- Participated actively in process improvement initiatives, identifying areas for optimization within the KYC function.
- Ensure upkeeping and accuracy of all administrative duties, including managing of internal trackers and projects
- Support development of procedural improvements to maximize effectiveness.
- Spoke to customers in native language to increase loyalty and establish relationships.
Senior Customer Service Associate
Accenture
10.2019 - 06.2022
- Providing email support, listing improvement plans, and resolutions based on the queries
- Identifying root causes to provide long-term solutions as QA
- Consistently met all the KPIs and quality goals, contributed towards several process improvement initiatives since part of a pilot process to improve customer experience.
- Utilized knowledge of AML laws, including BSA, Patriot Act, and US Treasury guidelines.
- Mitigated financial risks by identifying suspicious transactions and reporting them to relevant authorities.
- Conducted KYC formality reports on questionable accounts and transactions.
- Contributed to risk assessments, assessed compliance with banking laws and reported suspicious entries and actions.
Sr. Client Partner
Mediserv Solutions Pvt. Ltd / Access Healthcare
06.2017 - 09.2019
- Health Insurance (Payer - US) - Providing support to the providers/hospitals with the claim Processing/Appeals status
- Review records for completeness, accuracy, and compliance with regulations
- Monitored daily resolution closures and case aging to ensure timely resolution, ensuring strict adherence to the process parameters/systems as per defined SOPs (HIPAA compliance, etc
- Assisted the Team Lead in maintaining the overall functioning of the team
- Scored over 90% in all External and Internal Calibrations
- Won rewards numerous times for exceeding goals.
Sr. Customer Representative
Aditya Integrated Communication
06.2016 - 04.2017
- Provide quality sales/customer service for entities interested in event management/public relations or other creative services.
Consultant
Sutherland Global Services Pvt. Ltd.
07.2015 - 05.2016
- Symantec US - Norton Antivirus- Providing technical support to Norton Antivirus users (US & UK)
- Prepare evaluations of software or hardware, and recommend improvements or upgrades
- Implemented adequate measures to maximize the customer satisfaction level
- Ensuring achievement of set targets/SLAs along with adherence to SOP.
Education
B.A - Sociology -
IDOL University of Mumbai
05.2019
HSC - PCB -
Swami Ramakrishna Paramhans Junior College
02.2009
SSC -
Chembur Karnataka High School
03.2006
Skills
- Time Management
- Adaptability
- Communication
- Critical Thinking
- Performance monitoring
- Financial statements expertise
- Training and mentoring
- Client Engagement
- Work estimates
- Project Coordination
- Complaint Management
- Team Leadership
- Proficient in Ms Office, Excel (Basic), etc
Languages
Hindi
English
Marathi
Kannada
Timeline
Sr. Associate
Drip Capital
05.2023 - Current
Senior Customer Service Associate
Accenture
10.2019 - 06.2022
Sr. Client Partner
Mediserv Solutions Pvt. Ltd / Access Healthcare
06.2017 - 09.2019
Sr. Customer Representative
Aditya Integrated Communication
06.2016 - 04.2017
Consultant
Sutherland Global Services Pvt. Ltd.
07.2015 - 05.2016
B.A - Sociology -
IDOL University of Mumbai
HSC - PCB -
Swami Ramakrishna Paramhans Junior College
SSC -
Chembur Karnataka High School
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