Nilanee Murukiah
Toronto
Summary
With over 10 years of experience in client service, compliance, and administrative operations, I am a detail-oriented and customer-focused professional. I excel at managing high-volume inquiries across various channels, including phone, email, and in-person interactions. My expertise lies in CRM systems, payment processing, issue resolution, and data management. I possess a strong ability to de-escalate complaints, interpret legal documents, and provide seamless service while ensuring compliance with policies and regulations. My passion lies in delivering a customer-centric experience that builds trust and fosters community engagement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Enterprise Compliance Analyst
Global Payments Canada
11.2019 - 08.2024
- Serve as a primary contact for customer inquiries, providing accurate and timely support across phone, email, and digital channels
- Interpret and communicate policies, compliance requirements, and regulatory guidelines to customers
- Utilize CRM and customer service management tools to track and document inquiries, ensuring seamless service delivery
- Process and reconcile financial transactions, verifying the accuracy of payments, fees, and reports
- Collaborate with internal departments to escalate and resolve complex issues efficiently
- Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
- Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
- Responded promptly to inquiries from regulators or other stakeholders regarding company practices, demonstrating transparency and commitment to ethical conduct at all times.
- Reviewed audit and monitoring reports related to consumer and client activities.
- Evaluated third-party vendors for compliance with applicable laws and regulations, minimizing potential exposure to penalties or sanctions.
- Supported and trained customers on compliance-related issues.
Relationship Management Analyst
Chase Paymentech
03.2015 - 04.2019
- Handled high-volume customer interactions via phone, email, and live chat, resolving account-related inquiries and service requests
- Managed financial transactions, including processing payments, reconciling accounts, and investigating discrepancies
- Applied de-escalation techniques to resolve customer complaints and disputes in a professional and empathetic manner
- Enhanced client satisfaction, developing and implementing tailored solutions based on specific needs assessments.
Relationship Management Specialist
Chase Paymentech
01.2010 - 03.2015
- Served as a key contact for customer service operations, assisting with inquiries related to billing, licensing, and service requests
- Researched and analyzed customer issues, providing accurate resolutions in alignment with policies and regulations
- Processed applications, payments, and documentation while ensuring data integrity and compliance
- Coordinated with multiple departments to streamline service delivery and improve customer satisfaction
- Delivered successful projects within deadlines through effective time management and resource allocation.
Merchant Service Representative III
Chase Paymentech
01.2009 - 01.2010
- Managed customer inquiries related to billing, transactions, and service changes, ensuring accurate and timely resolutions
- Processed and balanced financial transactions, reconciled accounts, and maintained detailed financial records
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Utilized excellent communication skills to resolve customer complaints promptly and professionally.
Education
Bachelor of Arts - Women’s Studies
Queen’s University
Kingston, ON06.2007
Skills
- Customer Service & Inquiry Management
- Call Centre & CRM Systems
- Payment Processing & Financial Transactions
- Issue Resolution & De-escalation Techniques
- Compliance Interpretation & Policy Guidance
- Data Entry
- Records Management
- Cross-Departmental Collaboration
- High-Volume Work Environments
- Microsoft Office Suite
- Report Writing
- Internal auditing
- Operations support
Certification
- Customer Service & Conflict Resolution Training
- Compliance & Regulatory Affairs Training
- Advanced Excel for Data Management
Awards
Queen’s University Entrance Award, 2002
Timeline
Enterprise Compliance Analyst
Global Payments Canada
11.2019 - 08.2024
Relationship Management Analyst
Chase Paymentech
03.2015 - 04.2019
Relationship Management Specialist
Chase Paymentech
01.2010 - 03.2015
Merchant Service Representative III
Chase Paymentech
01.2009 - 01.2010
- Customer Service & Conflict Resolution Training
- Compliance & Regulatory Affairs Training
- Advanced Excel for Data Management
Bachelor of Arts - Women’s Studies
Queen’s University
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