Managed the fast paced queue of support/project requests from sales, marketing, finance, human resources, development, and IT end-users, driving all issues to resolution with a strong focus on customer satisfaction.Analyzed business requirements and resolved case requests including configuration/customization of 80+ profiles, permission sets, public groups, roles, role hierarchy, forecasting, field level security, record types, queues, reports, dashboards, and identification/documentation of bugs.Worked on Custom objects, Static resources, Page layouts, Workflows, Validation rules, Custom settings, Custom labels, etc.Defined lookup and master detail relationships on the objects and created junction objects to establish connectivity among objects.Worked on Sales Cloud & Service Cloud Creating of the Knowledge Base articles for Salesforce.com Customers. Provide the necessary technical training to the team members in resolving critical & complex performance and security issues related to the product.Maintaining test coverage for all the classes and triggers and supporting deployment activities.Worked on custom objects, application and custom report type. Dealt with queues, groups and created assignment rules email alerts and templates for case management.

ERC Senior Process Executive Job Responsibilities:Address and resolve daily queries related to attendance, payments, benefit plans, document requests, and other employee concerns.Maintain integrity and discretion when handling sensitive information, ensuring data privacy at all times.Apply KAIZEN and LEAN methodologies to drive process improvements and implement innovative solutions.Take ownership of query resolution and consistently meet individual performance metrics.Conduct business reviews using CRM programs, ensuring effective communication and follow-up.Troubleshoot and resolve issues for internal employees across multiple queues with varying priority levels.Log and manage all queries received via phone and email using Panorama (Salesforce CRM) and other trouble ticketing tools.Mentor and guide new employees as a Subject Matter Expert, ensuring their smooth transition and competence.Assist employees in troubleshooting the A-Z self-service application, providing comprehensive support.Manage and resolve queries received through the ticketing system, adhering to established processes.Respond to inquiries regarding company policies and programs, including benefits, attendance, and deductions.Ensure adherence to defined processes and maintain high-quality standards in service delivery.Possess thorough knowledge of policies and processes for multiple customer groups, ensuring accurate and efficient support.Consistently achieve Service Level Agreements (SLAs) for Human Resource Services (HRS) processes.

As an associate account management with a wealth of experience at Remitly Inc, specializing in facilitating successful fund transfers from sender market regions (EMEA, NA, LATAM, APAC) to recipient countries. Proficient in addressing and resolving transactional issues within partner banks, ensuring compliance with regulatory requirements, and implementing robust risk management strategies. A key contributor to client satisfaction, known for proactively addressing concerns and implementing effective solutions.Key responsibilities includes : Addressed and resolved transactional issues that occurred within partner banks in recipient countries, ensuring timely and accurate resolution.Played a critical role in client relationships, ensuring high levels of satisfaction by proactively addressing concerns and providing effective solutions.Ensured compliance with regulatory requirements and company policies related to fund transfers and financial transactions.Implemented and maintained quality assurance measures to guarantee the accuracy and integrity of financial transactions.Actively participated in identifying and implementing process improvements to enhance the efficiency and effectiveness of fund transfer operations.Contributed to the training and development of team members, sharing expertise in fund transfer operations and transaction issue resolution to new employees.Responsibilities in Risk and Compliance:Implemented KYC standards guidelines, policies, and procedures for Corporate and Investment banking. Acted as a KYC and B'KYC expert, conducting end-to-end KYC and Enhanced Due Diligence (EDD).Improved procedures to safeguard customer personal information, mitigating fraud using tools such as Lexis Nexis, Sift, Prado, Open Corporates, Google, and identification of fake bank statements.Demonstrated expertise in AML, policy violation, fraud violation, and privacy policy.

Handled end-user complaints, provided appropriate solutions and alternatives within the time limits;follow up to ensure resolution and assisted in troubleshooting networks.Job responsibilities -• Be part of a team of technical experts, motivated by a desire to facilitate customers and beresponsible for providing voice support to Internal End Users and External Commercial AccountEnd Users across the globe.•Handle complex customer scenarios, documenting solutions, and effectively providing dependableand timely resolution to all product related technical issues experienced by customers.•Provide remote infrastructure support delivery and performing problem cause analysis.•Collaborate with fellow support colleagues and other internal organizations to provide superiorcustomer service.•Act as a customer advocate by working directly with customers on high priority issues to delivertimely resolution and capture customer feedback to influence process/product improvements.•Support customers through typing, phone, and computer skills by navigating the internet andwebsite, multiple browsers, e-mail, social media, and instant messenger, or chat tools.•Actively problem solve and innovate on behalf of customers with good judgment to ensure theappropriate customer outcome.•Help a variety of customers by phone, e-mail and/or chat.•Use tools and programs to navigate the website, research accounts, review options and solutions forcustomers, and communicate them effectively.•Responsible for providing Support in L2 Level depending on the priority of the issues to meet SLA's.•Identification of recurring issues and escalation for permanent fix if needed.•Dive deep into customer problems, building the entire history of customer contacts, to determineroot cause•Contact the user directly to gather data for root cause analysis, troubleshooting, and close the casefor the customer•Follow detailed verbal and written instructions