+ Driving best in class Net Promoter Score & Top Box transactional rating for customer experience for Global Fraud & New Accounts division.+ Leading a team of 18 Transaction Service Analysts remotely servicing new account opening operations for potential clients globally.+ Overseeing team adherence to established fraud management processes & acting as an escalation point for Analysts.+ Mentoring & training Analysts on a one-on-one basis to establish KPIs, generate account results and improve performance-to-goal.+ Collaborating with cross-functional teams, including workforce & MIS for planning, scheduling, and reporting. + Implementing guidelines for employee evaluations, recruitment, and promotions.

+ Analyzed & processed transactions in compliance to aspects of corporate fraud lifecycle policies including prevention, detection & recoveries.+ Engaged in fraud prevention & management of global accounts for premium clients in USA, UK, Singapore, Australia, New Zealand, and India.+ Conducted systematic analysis of transactions to minimize credit and fraud risk while enabling spend and revenue.+ Highlighted and recommended changes in workflows, procedures, based on customer demands to meet their needs and always ensure best-in class customer experience.

+ Handled customer requests pertaining to personal accounts, loans, insurance, credit cards and bonds of UK Retail Banking (UKRB) clients.+ Dealt with customer queries and ensured appropriate resolution was offered with the support of clearly defined scripts and processes.+ Acknowledging customer complaints, dealt with dissatisfaction to assuage customer concerns and resolved them using knowledge & expertise.+ Assisted Team Leader in administration of the section, including organizing workflow, queue management and query resolution.

+ Managed the routine inbound and outbound sales calls, for orders and quotes to meet daily targets.+ Analyzing the customer needs and providing options that correspond to their budget.+ Delivered unrivaled support and assistance to existing and potential customers regarding service inquiries, plan trials, and ensured a high level of client satisfaction.+ Sales order processing including promo requests, quotes, running reports, customer follow-up and open order.