Vivek Kumar
Ahmedabad
Summary
Detail-oriented Team Lead experienced in fraud and AML investigations in high-volume regulated environments. Expertise includes EDD reviews and risk-based decision-making aligned with regulatory standards. Improved transaction integrity and reduced fraud losses through effective monitoring and complex investigations. Focused on advancing financial crime reporting and risk mitigation in FIU operations.
Overview
9
9
years of professional experience
Work History
Team Lead, Service delivery
TTEC
Ahmedabad
07.2024 - Current
- Led team meetings to discuss project updates and address team concerns.
- Mentored new employees on company policies and effective communication techniques.
- Facilitated training sessions to enhance staff skills and improve service delivery.
- Coordinated daily operations to ensure smooth workflow across departments.
- Developed process improvements to streamline customer service interactions.
- Monitored team performance and provided constructive feedback regularly.
- Collaborated with management to align team goals with organizational objectives.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Data Science Masters
PW Skills
02.2023 - 06.2024
- Developed AI model for credit card fraud prevention to enhance security measures.
- Created AI model to assess diamond quality, improving evaluation accuracy.
- Engineered wafer fault detection model to identify manufacturing defects efficiently.
CATI Manager
Polstrat
08.2022 - 02.2023
- Guided a 25-member team handling large-scale data verification projects.
- Identified anomalies and inconsistencies in high-volume datasets, enhancing overall data accuracy.
- Ensured data confidentiality and compliance for projects involving 500,000 records, safeguarding sensitive information.
- Maintained data integrity and confidentiality during project workflows.
- Generated data quality reports by analyzing high-volume datasets, facilitating informed decision-making.
Team Leader - Operations
voizworks
08.2020 - 08.2022
- Led 20-member team in fast-paced e-commerce support environment to ensure timely resolution of customer inquiries.
- Managed escalations, risk-related cases, and complex customer issues to maintain service quality and customer satisfaction.
- Achieved a 10% increase in CSAT and a 7% improvement in Quality Score through targeted coaching, performance tracking, and structured feedback.
- Improved CSAT by 10% and Quality Score by 7%.
Junior Analyst
eClerx
06.2017 - 12.2017
- Conducted structured analysis that enhanced first-time resolution rate by 40%.
- Analyzed client data to identify trends and insights for decision-making.
- Streamlined case resolution for US telecom client, managing 800 operational cases, resulting in 10% efficiency increase.
- Collaborated with cross-functional teams to improve process efficiency and effectiveness.
- Developed reports using data visualization tools to present findings clearly.
Education
B.Tech - EEE
Uttarakhand Technical University
Dehradun08-2016
Skills
- Service delivery
- Team leadership
- Project management
- Cross-Functional Collaboration
- Regulatory compliance
- Risk-Based Decision Making
- Case management
- Case Documentation & Reporting
- Financial crime investigation
- Know Your Customer – KYC
- Enhanced Due Diligence – EDD
- Anti-Money Laundering – AML
- Suspicious Activity Identification
- Transaction Monitoring
- Data Analysis
- Excel (Filters, Pivots)
- Performance monitoring
- Data analysis
Accomplishments
- Boosted transaction integrity by 20% and reduced fraud losses by 10% annually.
- Led a 25-member team on high-scale data verification projects with 99% accuracy.
- Trained team to improve customer satisfaction by 10% and quality score by 7%.
- Implemented structured analysis, enhancing first-time resolution rate by 40%.
Languages
English, Advanced
Timeline
Team Lead, Service delivery
TTEC
07.2024 - Current
Data Science Masters
PW Skills
02.2023 - 06.2024
CATI Manager
Polstrat
08.2022 - 02.2023
Team Leader - Operations
voizworks
08.2020 - 08.2022
Junior Analyst
eClerx
06.2017 - 12.2017
B.Tech - EEE
Uttarakhand Technical University