Oct 2024 – Nov 2025 · 1 yr 1 mo · Pune · Remote

• As a Customer Support Specialist at Multiplier, I played a crucial role in ensuring a seamless experience for global clients using our Employer of Record (EOR) and global employment platform. I acted as the frontline representative, providing timely, empathetic, and solution-oriented support across multiple channels including email and chats.

May 2022 – Present · 4 yrs · On-site

• Working for the US-based Client Morgan Stanley as a Subject Matter Expert (SME), addressed knowledge gaps within the team by providing regular training sessions, resolving queries, and ensuring smooth daily task execution.
• Managed the transfer of financial assets to other banks and fund companies according to client requirements, ensuring accuracy and meeting deadlines by validating documentation and addressing queries.
• Effectively solved branch queries regarding transfers, offering appropriate solutions to enhance operational efficiency and client satisfaction.
• Analyzed reports on undelivered financial assets, identified root causes of transfer failures, and implemented corrective measures such as documentation verification and account balance checks to ensure successful receipt of assets.
• Conducted thorough investigations into failed asset transfers, removing obstacles and ensuring smooth asset receipt by addressing issues such as insufficient documentation and account balances.
• Maintained continuous communication with other financial institutions via emails and calls, ensuring successful settlement of asset transfers through proactive coordination and follow-ups.

Jun 2020 – Apr 2022 · 1 yr 10 mos · On-site

• Worked for UK-based client PwC, Conducted comprehensive data management and business process analysis to identify opportunities for improving efficiency and effectiveness.
• Acted as a liaison between business stakeholders and technical teams to ensure the successful implementation of solutions.
• Monitored and managed personal and team performance targets to meet Turnaround Time (TAT) as per Service Legal Agreements (SLA).
• Made proactive recommendations to enhance customer satisfaction and improve operational effectiveness by providing various resolutions to clients.
• Managed multiple subprocesses to maintain high-quality control and ensure optimal process performance.
• Developed clear documentation, including business requirements, functional specifications, and process flow diagrams, to support team operations and facilitate communication.

Jun 2019 – May 2020 · 11 mos · On-site

• Managed client data with MDM tools, ensuring accurate billing processes in global financial services.
• Provided tailored solutions to client queries, enhancing satisfaction and fostering strong relationships.
• Collaborated effectively in a team to streamline operations and optimize service delivery.
• Gained hands-on experience supporting PwC client operations with data management and financial services expertise.