Customer Process

NISHANT SHARMA

Email: *****************@*****.***

Mobile: +91 - 981-***-****

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Seeking assignments in Operations/ Operations Analyst / Branch Operation

Management / General Administration with a growth oriented organization,

preferably in Banking or financial industry.

Professional Summary

< 8 months calling experience with Optimal solution (International BPO) as

Customer Care Representative.

< Presently working with Bank of America Continuum India, Currently working

in the Sales Fullfilment process under DPOM as a Sr. Team Member.

< Handled Customer Requests related to New Accounts Openings & Transferring

fund one account to another, Name Address Change Etc.(All Activities in

Accounts)

< Performing customer due diligent policy to support and improve KYC and

AML activities.

< Leading, mentoring and motivating teams for extracting best performance

from them.

< Motivating the team members for enhancing their performance through

sharing of compliance supportive techniques.

< Possesses effective communication, analytical, interpersonal &

negotiation skills with an ability to work under pressure.

Employment History

BA Continuum India Private Limited (BACI) Sr. Team Member

Key Deliverables:

> Opened Saving Account, Checking Account IRA(Individual retirement

Accounts),CD(certificate of deposit) and SafeBox accounts for Boa

customers by following AML, KYC and CIP programmes.

> Managing the transfer of funds,open and maintenance of these

accounts as per customer's request.

> Reviewing account activity as per Anti Money Laundering, KYC, Bank

Secrecy Act and US Patriot Act guidelines and go through the balance

sheet and profit and loss accounts.

> Complex and extensive review of Transaction History and Pattern.

> Validating beneficiary of all debits and credits, to determine that

transactions are not involved in any suspicious activity.

> Interaction with Banking Centers Stateside, Teller Operations

Specialist and Tellers to ensure smooth branch operations on mails as

well as on calls with team lead.

> Review and analyze performance reports against targets on

weekly/monthly basis.

> Working with team to ensure the completion of work on time to meet

SLA.

> Managing the presence of number of required FTEs in order to keep the

work efficiency unaffected.

> Filling transaction review memo for all the suspicious activities.

> Reporting all suspicious activities to IRS (Internal Revenue System)

Key Deliverables:

> To prepare and allocate the daily volume in entire team.

> To share the updates within the team to deliver error free work

> Interact with the onshore clients for updates and queries.

> Up gradation of Standard Operating Procedure & Monitoring Compliance

> Delegated suggestions and duties to other team members regarding

opportunities for improvement in

> work-related tasks and processes.

Area of Expertise

Process management

> Undertaking responsibilities of removing non value adds procedures in

process for efficient functioning.

> Implementing six sigma projects and standards for better efficiency

with increased margins.

> Ensuring uniformity in the process understanding at the client's and

the organization's end.

> Assisted, trained and mentored new hires and junior personnel on

procedures to streamline repetitive work and improve productivity,

efficiency and accuracy.

Quality and Compliance

> Conducting continuous audits for process to ensure compliance and

smooth functioning of the process.

> Handling monthly performance review and reports to fill in the loop

holes if any for the team.

> Ensuring that the teams adhere to all the quality tool and procedures.

> Scheduling process trainings, update sessions and coaching of

associates to adhere with the quality and productivity of the SLA's.

Accomplishments

> Accredited as SME (subject Matter Expert) for the entire process.

> Recognized as most improved associate in the process..

> Recognized by client for higher productivity in entire process,

adhering with accuracy level.

> Awarded numerous times for performing beyond the par level.

Educational Brief

. Passed 12th from Bhiwani Board.

. B.Com with Computer Application from Kurukshetra University in 2005.

Personal Vitae

Date of Birth: 5th Feb 1985, Male.

Nationality: Indian.

Language known: English and Hindi.

Contact this candidate