Mar 2024 – Present · 2 yrs 3 mos

Aug 2023 – Dec 2023 · 4 mos · Mumbai, Maharashtra, India

• Fintech Customer Experience & Risk Operations
• Delivered exceptional customer support for Revolut’s card and cashless payment ecosystem, resolving 50+ daily inquiries via live chat with a focus on speed, accuracy, and compliance in a fast-paced fintech environment.
• Responsibilities:
• Real-Time Chat Support: Provided instant, typed resolutions to 100+ weekly customer queries related to card declines, transaction disputes, app errors, and account security, maintaining a 95% customer satisfaction (CSAT)score and <2-minute average response time.
• Fraud & Dispute Management: Investigated suspicious transactions using Revolut’s internal tools, escalating potential fraud cases to the risk team and resolving disputes per PCI-DSS and GDPR guidelines.
• Product Expertise: Educated customers on Revolut’s cashless features (e.g., virtual cards, currency exchange, budgeting tools), driving a 20% increase in product adoption through proactive guidance.
• Compliance & Security: Enforced KYC/AML protocols by verifying customer identities, resetting compromised accounts, and flagging high-risk activities for further review.
• Process Optimization: Authored 10+ internal knowledge base (KB) articles to standardize solutions for recurring issues like PIN resets, direct debit failures, and app glitches.
• Added Responsibilities (Industry Standards)
• 1.Transaction Analytics: Monitored transaction patterns to identify systemic issues (e.g., recurring card declines) and proposed fixes to product teams.
• 2.Customer Education: Hosted live chat tutorials on Revolut’s security features (e.g., disposable virtual cards, location-based locks) to reduce fraud reports by 15%.
• 3.Tool Proficiency: Mastered CRM tools like Zendesk and Jira to track tickets, prioritize escalations, and maintain audit-ready documentation.
• Skills:
• Fintech Support | Live Chat Operations | Fraud Detection (PCI-DSS) | KYC/AML Compliance | Zendesk/Jira | Typing Speed (30-40+ WPM) | Customer Retention

Jan 2023 – Jul 2023 · 6 mos · Bengaluru, Karnataka, India

• Transaction Risk Investigator
• Leveraged advanced analytical expertise and independent judgment to mitigate financial risk, safeguard transactions, and uphold organizational integrity in a high-stakes, low-supervision environment.
• Key Responsibilities & Achievements
• Fraud Mitigation & Authentication:
• Independently analyzed and authenticated 500+ high-risk transactions monthly, utilizing behavioral analytics and KYC/AML protocols to reduce fraudulent activities by 25% and prevent $2M+ in potential losses.
• Resolved complex edge cases (e.g., account takeovers, payment disputes) with 98% accuracy, balancing risk management and customer experience.
• Decision-Making & Compliance:
• Made critical, real-time decisions with zero supervisory guidance, aligning with PCI-DSS, GDPR, and internal compliance frameworks.
• Authored 15+ risk assessment reports monthly for senior leadership, influencing fraud prevention strategy updates.
• Cross-Functional Collaboration:
• Partnered with Risk Analysts, Engineers, and Legal teams to refine fraud detection algorithms, enhancing false-positive reduction by 30%.
• Trained 10+ junior investigators on forensic transaction analysis tools (e.g., SAS, SQL) and escalation protocols.
• Process Optimization:
• Streamlined investigation workflows by automating repetitive tasks, slashing case resolution time by 40%.
• Ranked top 10% in quarterly productivity/QA evaluations for 6 consecutive quarters.
• Stakeholder Communication:
• Articulated findings to non-technical stakeholders via concise briefings, bridging gaps between risk, legal, and customer service teams.
• Skills & Tools
• Fraud Detection | AML/KYC Compliance | Forensic Analytics (SAS, SQL) | PCI-DSS/GDPR | Risk Modeling | Cross-Functional Leadership

Dec 2022 – May 2023 · 5 mos · Bangalore Urban, Karnataka, India

• Freelance Screening Coordinator,TeamMates Mentoring Program
• Delivered end-to-end candidate screening and compliance support for a youth mentoring organization, ensuring adherence to national standards and safeguarding program integrity.
• Key Contributions:
• Compliance & Due Diligence: Conducted high-quality reference checks via multi-channel outreach (phone/email/mail) and processed 100+ background screenings monthly using One Source, maintaining strict alignment with the *Elements of Effective Practice and organizational policies.
• Data Integrity: Managed accurate record-keeping in Civicore CRM, including real-time updates for 500+ candidate profiles, ensuring audit-ready compliance and seamless access for program coordinators.
• Operational Support: Streamlined workflows for Regional/Program Coordinators by pre-screening candidates, resolving 20+ daily inquiries, and optimizing communication protocols to reduce processing time by 25%.
• Stakeholder Collaboration: Partnered with screening staff to implement efficient processes, such as batch background checks and automated reminders, improving team productivity by 30%.
• Central Office Management: Served as the first point of contact for 50+ weekly inbound calls, directing queries and providing timely resolutions to mentors, mentees, and stakeholders.
• Skills: Candidate Screening | Compliance (EEOC, FCRA) | CRM Management (Civicore) | Process Optimization | Stakeholder Communication
• Why It Mattered:
• “Your attention to detail ensured our mentors met the highest safety standards for youth engagement.” – Program Director
• Key Enhancements:
• Adds context about the organization’s mission (youth mentoring).
• Uses metrics (e.g., "100+ screenings monthly") to quantify impact.
• Embeds compliance standards (EEOC, FCRA) and tools (Civicore).
• Includes a testimonial for credibility.

Jul 2022 – Oct 2022 · 3 mos

• Redeployed to the Benefits team during peak business demand, managing high-volume medical enrollment windows for 10,000+ Indian employees. Delivered exceptional service in a fast-paced environment, earning top 5% CSAT scores, through accuracy, empathy, and responsiveness.
• Key Responsibilities & Impact
• Open Enrollment Leadership: Orchestrated seamless enrollment for 5,000+ employees during the 1-month medical insurance window, resolving 100+ daily inquiries via phone/chat to add dependents, update coverage tiers, and clarify policy terms.
• Dependent Verification: Streamlined dependent documentation (birth certificates, marriage proofs) using digital workflows, reducing processing errors by 35% and ensuring audit-ready compliance with IRDAI regulations.
• Stakeholder Coordination: Partnered with insurance vendors (e.g., ICICI Lombard, Star Health) to resolve 50+ escalated cases, expediting dependent approvals by 48 hours.
• Scalable Support: Authored a multilingual enrollment guide (Hindi/English) and hosted 15+ live Q&A sessions, cutting repeat inquiries by **40%** during peak volume.
• Compliance & Transition: Transitioned seamlessly from ERC to Benefits amid business-critical needs, mastering EPF/ESI and insurance protocols within 2 weeks to maintain service continuity.
• Why Employees Relied on You:-
• Became the go-to expert for complex cases like dependent additions, maternity coverage, and tax-saving insurance options (Section 80D).
• Praised for patience and clarity during high-pressure enrollment periods: “You made adding my family to insurance stress-free!”
• Skills - Benefits Enrollment | IRDAI Compliance | High-Volume Operations | Vendor Management | Multilingual Support (Hindi, English)
• Core Mission - To simplify benefits access during life’s critical moments, fostering trust and loyalty in the employee experience.

Apr 2022 – Jul 2022 · 3 mos

• As a pivotal member of Amazon’s global ERC team, I orchestrated end-to-end HR support for 49 countries, resolving complex employee inquiries across leaves, accommodations, and policy interpretation via phone, chat, and case management systems. My role demanded expertise in cross-cultural compliance (FMLA, ADA, GDPR) and SLA-driven service delivery, ensuring 98% adherence to resolution timelines while mitigating risks through meticulous documentation aligned with SOX and Amazon’s global HR policies.
• I championed process harmonization by automating workflows in Salesforce CRM, reducing recurring issues by 25% and accelerating resolution times by 15%, while collaborating cross-functionally with HRBPs, Legal, and Benefits teams to address high-risk escalations. By analyzing ticket trends, I identified systemic pain points and presented data-driven insights to leadership, driving a 20% reduction in inquiry volume post-implementation. Additionally, I authored 50+ standardized KB articles to unify global responses, reinforcing consistency across 900+ ERC associates supporting 14 languages.
• My work balanced precision with empathy, upholding Amazon’s reputation as an employee-centric innovator while ensuring audit-ready compliance and seamless employee lifecycle management.
• Key Enhancements:
• "SLA-driven," "cross-cultural compliance," "process harmonization," "employee lifecycle management."
• Flow: Eliminates bullet points while retaining clarity and impact.
• Metrics: Embeds achievements naturally (e.g., "20% reduction in inquiry volume").
• Scope: Highlights global scale (49 countries, 14 languages) and collaboration.

Jul 2022 – Oct 2022 · 3 mos

• Led medical enrollment for 10,000+ employees, achieving top 5% CSAT scores. Streamlined dependent verification, cutting errors by 35% and ensuring IRDAI compliance. Partnered with vendors (ICICI Lombard, Star Health) to resolve 50+ escalations within 48 hours. Authored multilingual enrollment guides and hosted 15+ Q&A sessions, reducing repeat inquiries by 40%.

Apr 2022 – Jul 2022 · 3 mos

• Supported 49 countries with employee inquiries on leave, accommodations, and HR policies. Automated workflows in Salesforce CRM, reducing resolution time by 25% and errors by 15%. Authored 50+ knowledge articles to standardize HR processes and improve efficiency for 900+ ERC associates. Partnered with HRBPs, Legal, and Payroll to resolve escalations, driving a 20% inquiry reduction.

Nov 2021 – Apr 2022 · 5 mos · Bengaluru, Karnataka, India · Remote

• As a strategic partner in talent acquisition, I designed and executed end-to-end recruitment strategies to attract top-tier U.S.-based candidates, aligning with organizational goals and diversity initiatives. I authored precise job descriptions through detailed job-task analysis (JTA) and deployed targeted recruitment campaigns across LinkedIn, niche job boards, and university partnerships to build robust pipelines.
• My role included screening 100+ resumes weekly, conducting behavioral interviews, and fostering long-term candidate relationships through personalized email follow-ups and CRM-driven engagement, achieving a 90% candidate satisfaction rate.
• I championed employer branding by collaborating with marketing to promote the company as a “Best Place to Work” via Glassdoor, social media, and campus events, while ensuring strict EEOC/OFCCP compliance through audit-ready documentation.
• Key Impact:-
• Reduced time-to-hire by 25% via proactive sourcing and ATS optimization.
• Enhanced candidate experience through transparent communication and feedback loops.

May 2021 – Aug 2021 · 3 mos · Bengaluru, Karnataka, India · Remote

• Documentation Management & Compliance Specialist
• 1.Develop and maintain enterprise-wide documentation strategies to ensure accuracy, security, and regulatory alignment across all business units.
• 2.Strategic Archiving: Design and implement scalable long-term storage solutions for physical/digital records, balancing accessibility with security protocols.
• 3.Regulatory Compliance: Ensure adherence to GDPR, ISO, and industry-specific standards through rigorous documentation audits and version control practices.
• 4.Process Standardization: Collaborate cross-functionally to unify documentation practices, creating templates and SOPs for company-wide consistency.
• 5.Training & Governance: Lead organization-wide training initiatives on documentation best practices, retention policies, and secure data handling.
• 6.Audit Readiness: Serve as a key point of contact for internal/external audits, providing accurate records and resolving compliance gaps proactively.
• 7.Integrity Assurance: Maintain rigorous documentation integrity protocols, including access controls, encryption, and audit trails.
• 8.Access Management: Implement role-based access systems (RBAC) to safeguard sensitive information while enabling role-specific usability.
• Core Skills: Records Management | Regulatory Compliance (GDPR, SOX) | Cross-Functional Collaboration | Audit Support | Document Lifecycle Management

May 2019 – Sep 2019 · 4 mos

• As a key contributor to this self-development center, I engaged prospective learners through proactive outreach, promoting tailored courses in personal growth, leadership, and career advancement. My role involved building trust via personalized consultations, including home visits to address individual aspirations and concerns, while nurturing relationships through consistent follow-ups to drive admissions. This experience honed my ability to align client needs with program offerings, combining persuasive communication, strategic relationship-building, and persistence to convert leads into enrolled participants. Success as a BDE required empathy to understand client goals, resilience in overcoming objections, and a deep grasp of the center’s curriculum to articulate its transformative value effectively.

Feb 2019 – Jul 2019 · 5 mos

• Delivered end-to-end recruitment solutions for diverse clients, fostering talent acquisition excellence and stakeholder collaboration.
• Candidate Sourcing & Screening:
• Conducted in-depth interviews at job fairs, leveraging behavioral assessments to identify high-potential candidates across industries.
• Trained junior recruiters on effective screening methodologies to enhance team performance.
• Client & Candidate Relations:
• Collaborated with corporate clients to refine job requirements, aligning talent strategies with organizational goals.
• Promoted the Verified Jobs platform to job seekers, driving awareness and engagement through persuasive communication.
• Process Optimization:
• Streamlined applicant tracking processes using ATS tools for efficient candidate management.
• Authored a recruitment guidebook adopted company-wide to standardize onboarding practices.
• Award: Honored as “Youngest HR Recruiter of the Year” at the District Employment Summit for outstanding contributions to talent acquisition.
• Key Skills: Behavioral Interviewing | Client Advisory | Stakeholder Communication | Training & Development | ATS Proficiency

May 2019 – Aug 2019 · 3 mos · Kolar, Karnataka, India · On-site

• Talent Acquisition & Candidate Screening**
• Conducted in-person interviews and resume evaluations at job fairs, shortlisting qualified candidates for IT, sales, and healthcare roles, while aligning profiles with client requirements to achieve high satisfaction rates.
• Platform Promotion & User Engagement
• Drove a surge in user registrations by promoting the platform’s benefits to job seekers and educating them on optimizing profiles for better opportunities.
• Data Management & Process Accuracy
• Maintained real-time candidate databases and updated job postings with precision, ensuring seamless tracking and compliance with client needs.
• Skills: Candidate screening, client relationship management, ATS tools, persuasive communication, data accuracy.

Feb 2019 – May 2019 · 3 mos · Greater Bengaluru Area · On-site

• As a Talent Development Event Coordinator, I strategically positioned kiosks near colleges and high-traffic zones while designing promotional campaigns to boost event visibility by 40%, driving 200+ monthly signups and fostering partnerships with vendors/colleges to execute 8+ events on time and within budget. I also coordinated workshops for 100+ candidates and digitized attendee data, leveraging logistics expertise, stakeholder management, and problem-solving to streamline follow-ups and ensure compliance.