Conducted detailed reviews of high-risk customer profiles and financial transactions to identify and mitigate AML risks. Worked closely with Fraud and Risk Management teams to support investigations and implement corrective actions. Designed and implemented robust Customer Due Diligence (CDD) procedures to verify identities and assess risk levels. Developed and updated AML policies and compliance frameworks to align with evolving regulatory requirements. Led the monitoring of transactional activities, identifying patterns of suspicious behavior and initiating further investigations. Established performance goals for the compliance team and ensured continuous process improvements. Delivered in-depth training sessions on AML, KYC, and compliance regulations to new and existing employees. Analyzed large datasets to uncover potential risks related to money laundering and fraudulent financial activities. November 2016 – April 2021 Acted as a key resource in onboarding and mentoring new customer service professionals, enhancing their proficiency in compliance and customer handling. Developed training materials and provided real-time coaching to improve service quality and operational efficiency. Ensured continuous adherence to company policies by disseminating regular process updates and regulatory changes. Built strong relationships with customers by addressing their concerns efficiently and ensuring high levels of satisfaction.

Designed and conducted customer service training programs, significantly improving representatives' problem-solving capabilities. Developed standardized response scripts to ensure a consistent and high-quality customer service experience. Handled and resolved customer complaints with a professional approach, reducing escalation rates and enhancing customer loyalty.

Maintained excellent quality scores and consistently met productivity performance targets. Provided customer support to US-based clients, ensuring timely and effective resolution of inquiries and complaints. Implemented proactive customer feedback mechanisms to address issues before escalation. Generated and analyzed customer feedback reports, providing valuable insights for service improvements.

I have bachelor's degree in computer application