Divya Koul
Toronto,Canada
Summary
Senior Operations Associate with over 4 years of experience in US backend operations, including expertise in AML (Anti-Money Laundering), financial crimes investigations, and customer service. Adept at conducting investigative analysis, identifying fraud, and implementing process improvements. Demonstrated ability to manage complex workflows, mentor teams, and maintain compliance with regulatory standards. Certified in Business Administration and Project Management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support
Real Estate and Mortgage Institute of Canada
05.2023 - 08.2023
- Conducted data entry and responded to customer queries via phone, chat, email, and in person
- Assisted with shipment coordination, stock reordering, and general administrative tasks
- Enhanced customer satisfaction by providing clear communication about new features and functionalities
- Provided customer support and technical support to 50+ customers daily.
Senior Operations Associate
Flyhomes Residential Pvt. Ltd.
09.2021 - 12.2022
- Managed high-level investor communications and provided detailed reports and paperwork for Wells Fargo, US Bank, Flagstar Bank, and others
- Acted as the sole point of contact (SPOC) for investors, ensuring seamless processes in purchasing loans
- Conducted fraud detection, analyzed financial records, and maintained compliance with policies
- Devised and implemented processes and procedures to streamline operations.
Operations Associate
Ameriprise Financial
08.2018 - 09.2021
- Conducted thorough fraud verifications and escalated suspicious activities
- Processed customer support calls, addressing queries about annuity policies, money transfers, and account updates
- Handled 50+ daily calls with professionalism and a focus on efficiency and compliance
Education
Business Management And Project Management -
Toronto Metropolitan University
Toronto, ON12.2024
Master of Business Administration - International Business
Jamia Millia Islamia University
New Delhi, India05.2018
Bachelor of Commerce - Honours
University of Delhi
New Delhi, India05.2016
Skills
- Anti-Money Laundering (AML) Investigations
- Data Analysis & Pattern Recognition
- Financial Crime Detection
- Regulatory Compliance
- Project Management & Team Leadership
- Communication & Stakeholder Engagement
- Reporting & Process Optimization
- Customer Service Excellence
- Project management
Certification
- Business Administration
- Project Management
Languages
English
Hindi
Timeline
Customer Support
Real Estate and Mortgage Institute of Canada
05.2023 - 08.2023
Senior Operations Associate
Flyhomes Residential Pvt. Ltd.
09.2021 - 12.2022
Operations Associate
Ameriprise Financial
08.2018 - 09.2021
- Business Administration
- Project Management
Business Management And Project Management -
Toronto Metropolitan University
Master of Business Administration - International Business
Jamia Millia Islamia University
Bachelor of Commerce - Honours
University of Delhi
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