Swati Verma
Rewa
Summary
Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Team Leader
NSB BPO Solutions Pvt. LTD
09.2022 - 09.2023
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
Financial Analyst
Taskus India Private Limited
03.2021 - 08.2022
- Performed EDD and analysis of individual customer's accounts.
- Undertaking research and investigations, documents check, location, nature of business, transaction pattern, etc.
- Financial crime risk assessment via internal and external sources.
- Monitored Business Transactions of the customer' accounts in the Fin crime Process.
- Handled KYC documents of the customer's, worked on SAR/UAR related transaction and high volume in bound (HVI) transactions as well.
- Found account patterns (sneakers & top-up transfer), crowd funding.
- Worked with Source of found (SOF) & source of wealth (SOW).
Customer Service Representative
Teleperformance India
06.2018 - 10.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Back Office Coordinator
Kohli Associates
04.2016 - 06.2018
- Interacted with customers by phone, email, or in-person to provide information.
- Managed office activities by maintaining communication between clients, tracking records, and filing all documents.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
Education
Bachelor of Commerce - Accounting And Business Management
Govt. Girls P.G. College
Reaw07.2010
Skills
- Team Handling
- Managed team shrinkage and team attrition
- SLA and AHT maintenance
- Handling Complains and Grievances
- Good in KYC procedure
- Transaction pattern
- Investigation Tactic
- Team Work
- Business transaction monitoring
- Arrange Briefings and Refreshers on a timely basis to the agents
- Escalation handling and build customer relationship
- People management
Interest
- Making New friends
- Travelling
- Singing & dancing
Permanent Address
Ward No. 08, Chelwa Tola Boda Bagh Colony
Rewa, Madhya Pradesh (India) Pin Code:-486001
Additional Information
Achievements:-
- Reward for escalation handling Team Lead in NSB BPO.
- Employee of the month in March-April at NSB BPO in 2023.
- Quality performer of the month awarded by “Task Us” during 2021.
- Star Performer of the month of July 2019 in “Tele performance.”
- Star Performer in the “Adherence & Punctuality” at “Task Us.”
- Best quality performer rewarded by “Tele performance” during 2018.
Timeline
Team Leader
NSB BPO Solutions Pvt. LTD
09.2022 - 09.2023
Financial Analyst
Taskus India Private Limited
03.2021 - 08.2022
Customer Service Representative
Teleperformance India
06.2018 - 10.2019
Back Office Coordinator
Kohli Associates
04.2016 - 06.2018
Bachelor of Commerce - Accounting And Business Management
Govt. Girls P.G. College
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