Dhwani Kothari
Windsor,Canada
Summary
Experienced Customer Experience Specialist with over 3 years of success in omnichannel support environments including email, phone, and chat. Adept at managing escalated cases, resolving complex customer issues, and maintaining high-quality standards in regulated industries. Skilled in cross-functional collaboration, documentation, and performance tracking. Strong communicator with proven ability to thrive in fast-paced, KPI-driven environments.
Overview
4
4
years of professional experience
Work History
Customer Service & Operations Analyst – AML
National Westminster Bank PLC
Warsaw, Poland
08.2021 - 12.2022
- Responded to and resolved escalated customer service inquiries via email and phone in a financial compliance environment.
- Used strong product and regulatory knowledge to investigate and resolve cases related to money laundering and suspicious activity.
- Collaborated with compliance and legal teams to manage investigations and communicate findings clearly.
- Participated in internal audits and training sessions to support service excellence and regulatory compliance.
- Managed personal email queue and schedules to meet daily performance goals and productivity metrics.
Customer Support Representative
Sitel Polska Sp. z o.o.
Warsaw, Poland
09.2018 - 10.2019
- Delivered professional support to customers in high-volume call and email environments, with a focus on resolving complaints and enhancing customer satisfaction.
- Escalated unresolved issues while documenting case details thoroughly for future reference.
- Participated in quality assurance initiatives and consistently exceeded performance targets.
- Adapted to new tools and procedures quickly, contributing to a team environment focused on service excellence.
Education
Postgraduate Certificate - Strategic Project Management
St. Clair College
Windsor, Ontario, Canada05-2025
Bachelor’s Degree - Architecture and Urban Studies
Vistula University
Warsaw, Poland03.2022
Skills
- Customer Service & Support
- Escalation Handling
- Complaint Resolution
- Financial Services
- Anti-Money Laundering (AML)
- Google Workspace
- CRM Software
- Key performance indicators (KPIs) tracking
- Documentation
- Procedural Updates
- Cross-functional Team Collaboration
- Schedule Management
- Workflow Management
- Problem Solving
- Active Listening
- Written Communication
- Mac/iOS Platforms
- Microsoft Office Suite
- Remote Work Tools
Certifications And Recognition
- Top Performer – CDDR Conversion Project, 04/01/22
- Best Employee Award, 05/01/19, Received highest positive customer feedback
Timeline
Customer Service & Operations Analyst – AML
National Westminster Bank PLC
08.2021 - 12.2022
Customer Support Representative
Sitel Polska Sp. z o.o.
09.2018 - 10.2019
Postgraduate Certificate - Strategic Project Management
St. Clair College
Bachelor’s Degree - Architecture and Urban Studies
Vistula University
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