Harpreet Kaur

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Assisted VIP customers with account inquiries, maintaining a high level of professionalism.
• Identified, researched, and resolved customer complaints, escalating issues to the appropriate level when necessary.
• Provided floor chat support to customer service agents.
• Monitored calls of customer service agents to ensure adherence to daily procedures.
• Contributed to performance reviews by providing feedback on agent performance.
• Demonstrated a thorough understanding of security procedures and bank policies.
• Engaged with back-office teams and fraud and dispute departments professionally.

• Served as a subject matter expert, providing guidance and support to colleagues on AML regulations and best practices.
• Reduced operational risk with regular monitoring and auditing of customer account activities for compliance adherence.
• Collaborated effectively with cross-functional teams to ensure seamless coordination and communication during AML investigations.
• Played an instrumental role in identifying complex fraud schemes through meticulous analysis of client behavior patterns and transaction history.
• Mitigated financial risks, performing periodic reviews of existing clients'' profiles to validate their continued compliance with established policies.
• Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.

• Answered phones and respond to customer’s request
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Utilized strong problem-solving skills to quickly identify and address customer issues.
• Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
• Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.

Collaborated with Google to enhance the accuracy of voice command recognition for "Hey Google" in Google Nest and Google Mini devices. Analyzed data from various accents, including British and Australian, to improve response time and overall precision.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.