Apr 2023 – Present · 3 yrs 2 mos

• Monitoring Framework
• Audit Essentials (Chat & Email)
• Audit Financial ans other KPI related categories
• Real time alerts on the suspicious transactions
• Highlight Non-compliance for actions
• Daily audit target to be met
• Communication and Collaboration
• Publish daily, weekly, monthly Dashboards
• Weekly/Monthly Governance meeting with clients/ business
• Calibrations with Business /Client to stay updated for any changes/additions
• Incidents Investigation
• Due Diligence on suspicious/ confirmed frauds
• Complete details to be provided for confirmed frauds to help business take it forward
• Monitor additional audits for the perpetrator to determine other frauds

Oct 2022 – Present · 3 yrs 8 mos

• Fraud transaction
• Call monitoring and call auditing.
• Auditing financial and non-financial category
• Reviewed customer data logs to investigate suspicious transaction
• Conducted risk assessment on individual customer accounts and transactions and find the fraudulent activity.
• Refund in accounts
• Manual refunds
• Repeated / multiple refunds

Aug 2022 – Oct 2022 · 2 mos

• Sharing daily productivity report, login & adherence repot with the consults and team.
• Auditing responses and sharing the feedback to respective consultants.
• Being proactive in identifying learning and development needs to the team members.
• Responsible for sharing feedback and coaching advisors on area of opportunities to meet operational metrics and overall development.
• Maintain accuracy of all data and verify same for all customer services
• Analyze all issues and recommend alternative responses to ensure effective resolution
• Escalated all issue to management if required
• Handled Flipkart partners NHT batches and have trained for SOCIAL MEIDA FRT process Flipkart Backoffice
• Took part in training and other learning opportunities to expand knowledge of the company and position

Jul 2021 – Present · 4 yrs 11 mos

Sep 2021 – Present · 4 yrs 9 mos

Jul 2021 – Aug 2022 · 1 yr 1 mo

• Handling Facebook, twitter, Instagram and Linked
• Non voice
• handling social media Hight escalation

Aug 2019 – Dec 2021 · 2 yrs 4 mos

Mar 2018 – Aug 2019 · 1 yr 5 mos

• BT:
• · Perform troubleshooting of telecommunications or data equipment
• · Operates telecommunications networks equipment
• · Use solutions or develop reusable components that address common customer requirements to comply with BTs
• Maruti Nexa:
• · Proven ability to lead a team in an operational environment
• · Effectively expresses ideas and information both verbal and written to individuals
• · Email Drafting
• · Meeting Service Levels
• · Achieving targets set by the client
• · Handling chat
• · Handling Escalations
• · Constant follows up with team members/clients and monitoring team’s performance
• · Directly lead/monitor all aspects of performance for a team

Sep 2012 – Dec 2021 · 9 yrs 3 mos