Oct 2025 – Mar 2026 · 5 mos · Gurugram · On-site

May 2019 – Aug 2025 · 6 yrs 3 mos · Gurugram, Haryana, India

• Conducted CDD/EDD reviews for 200+ high-risk clients across multiple jurisdictions, ensuring compliance with global AML regulations.
• Led sanctions and PEP screening using NICE Actimize, Dow Jones, World-Check, and LexisNexis, mitigating regulatory and reputational risk.
• Spearheaded global KYC remediation campaigns, successfully releasing $2.1M+ in held funds and improving client experience.
• Strengthened compliance framework by implementing audit recommendations, enhancing internal controls by 10%.
• Acted as Subject Matter Expert (SME) for KYC/AML policy; trained and mentored junior analysts to improve accuracy and consistency.
• Managed high-priority investigations involving fraud, chargebacks, and payment disputes, supporting timely resolutions and risk mitigation.

May 2019 – May 2020 · 1 yr · Gurugram, Haryana, India

• Interacted with Airbnb Hosts & Guests and community members through all current and future channels, both inside and outside of Airbnb tools.
• Took end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Became a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Negotiated & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipated users expectations regarding case resolution and worked towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Managed highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Operated in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Aug 2016 – May 2019 · 2 yrs 9 mos · Gurugram, Haryana, India · On-site

• Managed client onboarding and service provisioning for broadband and telecom accounts, ensuring a seamless experience.
• Conducted KYC verification to validate customer documentation and maintain compliance standards.
• Collaborated with backend teams to resolve service activation delays, enhancing client satisfaction.
• Supported compliance audits and data integrity efforts, contributing to regulatory adherence.

Jun 2015 – Aug 2016 · 1 yr 2 mos · Gurugram, Haryana, India · On-site

• Delivered exceptional technical support for EE and T-Mobile customers, enhancing user satisfaction across multiple service lines.
• Supported the KYC onboarding process, ensuring accurate identity checks and seamless activation setups.
• Collaborated with compliance and fraud prevention teams to escalate discrepancies, minimizing potential risks.
• Educated customers on secure service usage and digital support channels, promoting safe online practices.

Jun 2014 – Nov 2014 · 5 mos · Chandigarh, India · On-site

• Promoted Citibank credit card products to a diverse customer base through effective inbound and field sales strategies.
• Conducted KYC screening and supported documentation verification to ensure compliance during the onboarding process.
• Collaborated with backend teams for timely processing, consistently exceeding sales targets and earning recognition as a top performer.
• Maintained thorough post-sale follow-up and documentation to meet regulatory standards, enhancing customer satisfaction.