• Direct and manage team of 30+ KYC Officers & Concurrent Auditors, setting clear goals and expectations• Ensure all procedures comply with relevant laws and regulations• Monitor and analyze customer feedback to identify areas for improvement for customer satisfaction• Publish daily and weekly reports on employee performance metrics to Amazon leadership team.• Conduct regular training to enhance team skills and knowledge• Identifying process gaps and finding ways to optimize… Show more • Direct and manage team of 30+ KYC Officers & Concurrent Auditors, setting clear goals and expectations• Ensure all procedures comply with relevant laws and regulations• Monitor and analyze customer feedback to identify areas for improvement for customer satisfaction• Publish daily and weekly reports on employee performance metrics to Amazon leadership team.• Conduct regular training to enhance team skills and knowledge• Identifying process gaps and finding ways to optimize the resources & KYC process to get better results Show less

• Develop and implement policies to improve customer satisfaction• Monitor and analyze customer feedback to identify areas for improvement• Conducted training programs to enhance team skills and knowledge• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis• Track key performance indicators (KPIs) and report on departmental performance• Data mining and Root cause analysis of complaints and requests• Identifying process gaps and… Show more • Develop and implement policies to improve customer satisfaction• Monitor and analyze customer feedback to identify areas for improvement• Conducted training programs to enhance team skills and knowledge• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis• Track key performance indicators (KPIs) and report on departmental performance• Data mining and Root cause analysis of complaints and requests• Identifying process gaps and finding ways to optimize the resources to get better results Show less

• Perform research for all complaints and recommend required action for the same and assist CS Executives to resolve all issues efficiently• Receives and handles incoming escalated contacts from external customers requiring additional assistance and immediate resolution

• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance• Establish and maintain good rapport with customers by using positive language and anticipating their needs

• Respond promptly and professionally to incoming customer inquiries• Document customer interactions when necessary, compiling documents and forwarding information to interested parties