Rashmi G.

Operations Associate

Pune City, Maharashtra, India16 yrs 3 mos experience

Highly Stable

Key Highlights

9+ years in Banking & Financial Services
Expert in AML/KYC and Compliance Monitoring
Proven track record in process improvement initiatives

Stackforce AI infers this person is a Fintech professional with strong expertise in compliance and operational efficiency.

Contact

welcomerworld@gmail.com LinkedIn

Skills

Core Skills

Operations ManagementCompliance MonitoringQuality AssuranceClient Relationship ManagementBusiness AnalysisProcess ImprovementCustomer Relationship ManagementProblem SolvingCustomer SupportService Delivery

Other Skills

SubsidyMicrosoft ExcelData PrivacyDelivery PerformanceService-Level Agreements (SLA)Handle Confidential InformationEasily AdaptablePerformance OrientedDelivery OperationsOperations ProcessesMiddle Office OperationsOrganization SkillsCustomer Service RepresentativesCustomer ServiceEscalation Resolution

About

• Senior Process & Quality Analyst with 9+ years of experience in Banking & Financial Services, specializing in AML/KYC, Transaction Monitoring, Mortgage and Insurance Operations. • Experienced in Quality Assurance, Process Audits, Compliance Monitoring and Root Cause Analysis, ensuring adherence to SLA, KPI and TAT targets. • Proven ability to improve operational efficiency, reduce process errors and strengthen compliance frameworks through data-driven insights and continuous process improvement initiatives. • Skilled in banking operations management, quality monitoring, audit support and regulatory compliance, contributing to high-performing operational teams.

Experience

Tata consultancy services

4 roles

Benefits Claims Analyst

Jul 2025 – Mar 2026 · 8 mos · Remote

Project : TML - Employee Benefits
Process and resolve employee claims accurately and within turnaround time (TAT) standards.
Respond to client inquiries regarding benefit plans, eligibility, claims status and policy details.
Maintain accurate and confidential employee benefits data and documentation.
Ensure compliance with company laws, benefit plan guidelines and client-specific policies.
Generate regular reports on benefits utilization, pending claims, and issue resolutions.
Technical Skills : Quest 2 Travel | RMS | SAP | Microsoft Excel

SubsidyMicrosoft ExcelData PrivacyOperations ManagementCompliance Monitoring

Quality Analyst

Jul 2023 – Jul 2025 · 2 yrs · Remote

Project : AMP Bank Operations - Bank Load & Verify Team | KYC Refresh Team
Followed up with clients to ensure satisfaction with products and services.
Monitored progress of projects related to client accounts.
Created detailed reports for client records and data analysis.
Gathered information from clients to assess needs and provide solutions.
Maintained a positive relationship with clients through regular contact and follow-up calls.
Technical Skills : Apply Online | BPMS | Enlighten | Green ID | Equifax | Valex | Service Level | ORC Azure ID | NTBS
Achievement : Star Of The Month - July 2024
Achievement : Star Of The Month - November 2024

Operations ManagementDelivery PerformanceService-Level Agreements (SLA)Handle Confidential InformationEasily AdaptableData Privacy+7

Business Analyst

May 2021 – Jun 2023 · 2 yrs 1 mo · Remote

Project : Ascential PLC
Responsible for structuring a large amount of information within a process framework.
Gathering and processing data to identify process performance areas.
Creating and presenting process reports for client approval.
Designing workflow and process strategies to improve business performance.
Overseeing the implementation of revised company processes and workflows.
Monitoring the efficacy of updated workflows.
Technical Skills : Jira Dashboard | Admin Portal | Metadata | Squirrel Admin | Zendesk | Edge Digital Shelf | Libra Office.
Achievements : Continuous Feedback Star Certificate | Xcelerate Warrior Certificate

Customer Service RepresentativesCustomer ServiceEscalation ResolutionWritten CommunicationCustomer Service ManagementCustomer Support+6

Subject Matter Expert (SME)

Sep 2016 – Apr 2021 · 4 yrs 7 mos · Remote

Project : Bajaj Finance Ltd Group - SME Back Office Team
Handling SME high ticket cases with various tools knowledge.
Managed customer relations by responding promptly to inquiries, complaints, and feedback.
Identified needs of customers promptly and efficiently.
Maintained up-to-date records of all transactions related to SME activities.
Identified internal problems and recommended solutions to upper management.
Prepared and presented regular reports on inventory status, discrepancies, and replenishment needs.
Technical Skills : FinnOne | SFDC | Microsoft Excel

Customer Service RepresentativesBack Office OperationsCustomer ServiceOperations ManagementCustomer ExperienceEscalation Resolution+6

Tech mahindra

Customer Support Associate

Jul 2015 – Apr 2016 · 9 mos · Pune District, Maharashtra, India · Remote

Handled postpaid customer complaints, service requests and account-related queries with accuracy and efficiency.
Managed customer support through email process for multiple telecom circles (Maharashtra & Goa, Gujarat, Delhi, Mumbai etc) ensuring timely and professional query resolution.
Utilized various internal applications and CRM tools to investigate issues, process requests and provide quick resolutions.
Maintained high accuracy in written communication, ensuring clarity, professionalism and customer satisfaction.
Achieved performance targets for response time, resolution rate and customer satisfaction scores.

Customer Service RepresentativesCustomer ServiceCustomer ExperienceEscalation ResolutionCustomer Escalation ManagementWritten Communication+5

Idea cellular ltd

Customer Care Executive

Aug 2008 – Oct 2014 · 6 yrs 2 mos · Pune District, Maharashtra, India · On-site

Handled Postpaid new connection activation and customer services across Maharashtra & Goa circle.
Processed customer requests using multiple internal applications and ensured error-free activation within TAT (Turn Around Time).
Delivered excellent customer support by resolving queries, providing account-related information, and assisting with service requests.
Coordinated with different teams (Verification, Collection etc) to ensure smooth service delivery.
Consistently achieved customer satisfaction and service quality targets.

Customer Service RepresentativesBack Office OperationsCustomer ServiceWritten CommunicationCustomer Service ManagementCustomer Support+5