Service Consultant

• Managed a high-volume portfolio of 70+ daily client interactions, delivering timely and accurate resolutions while consistently exceeding SLA, quality, and customer satisfaction metrics in a fast-paced, compliance-driven environment. • Part of the pilot batch that streamlined workflows and improved AHT by about 60–70%, reducing daily email backlog by roughly 70% (from 3,000–4,000 emails per day to around 800–1,200). • Performed detailed KYC and due diligence processes by reviewing, validating, and verifying client documentation (government IDs, selfies, lease agreements, and supporting records), ensuring strict adherence to AML regulations, internal policies, and risk management standards. • Strengthened compliance operations by facilitating secure digital document submission through client specific portals and partnering cross-functionally with compliance and verification teams to accelerate onboarding timelines and reduce processing delays. • Identified process inefficiencies through analysis of client feedback and case trends, driving continuous improvement initiatives that enhanced operational workflows, minimized errors, and improved overall service delivery performance. • Functioned as a subject matter expert (SME) and escalation point within the team, mentoring peers, resolving complex queries, and leading feedback sessions to improve knowledge sharing, team performance, and alignment with compliance and service standards. • Achieved Top 5 Consultant recognition within the offshore India team based on consistent high performance, strong client satisfaction scores, and measurable contributions to team productivity and service excellence.