Sonal Goud

Effective leader with a strong focus on results and problem-solving. Demonstrated experience in previous roles leading teams, exceeding targets, and implementing successful initiatives. Seeking a challenging opportunity to utilize leadership skills and drive positive change within a collaborative environment.

Operation processor at Wells Fargo (2025-03 – 2025-10)

Payment processing and operations for SWIFT, ACH, wires, and internal transfers

• Receive, verify, and execute payment instructions including SWIFT, ACH, wires, and internal transfers
• Ensure all outgoing payments are properly authorised based on approval matrices and internal controls
• Validate beneficiary information, account details, and banking instructions prior to execution
• Process high-value and time-critical transactions within strict cut-off times and accuracy standards
• Apply appropriate FX rates, fees, and charges in accordance with bank policies
• Investigate missing, delayed, duplicate, or misapplied payments and ensure timely resolution
• Perform end-to-end tracing through correspondent banks and payment networks such as SWIFT, CHIPS, FED, and SEPA
• Review and respond to incoming investigation messages (e.g., SWIFT MT199/MT192) within established SLAs
• Coordinate with branches, counterparties, and clients to obtain supporting documentation and resolve payment-related issues
• Process payment recalls, amendments, cancellations, truncated payments, BCNR, and return-of-payment requests
• Recover or return funds when applicable and ensure all adjustments are fully approved and documented
• Managed end-to-end high-value USD settlements through CHIPS and Fedwire, ensuring real-time processing and regulatory compliance
• Handled cross-border payments using SWIFT MT and ISO 20022 standards, enabling seamless international transactions
• Improved reporting accuracy by 20% through the implementation and reconciliation of CAMT-based cash management reports (camt.052/053/054)
• Supported ISO 20022 migration projects, collaborating with payment operations and IT teams on message transformation and system enhancements

Investigator at HSBC (2021-10 – 2023-06)

Wire transfer support and investigation for Relationship Managers and customers across the Canadian region

• Provided comprehensive wire transfer support to Relationship Managers and customers across the Canadian region
• Processed incoming and outgoing wire transactions, ensuring accuracy and adherence to compliance regulations
• Analysed complex wire inquiries and investigated discrepancies to resolve issues efficiently
• Communicated effectively with clients via phone and email, providing clear and concise information on payment details, MT103 and MT202 messages
• Utilised specialised banking platforms like HUB, Message Basket Gmg, GPS, and GP! to manage wire activity
• Conducted comprehensive training sessions for new staff, equipping them with the knowledge and skills to handle wire transactions independently

Team leader at Karvy Data Management Services Private Limited (2019-04 – 2020-02)

Leadership of customer service team with focus on performance management, quality assurance, and compliance

• Led a team of customer service representatives, providing coaching, mentoring, and performance feedback to drive individual and team success
• Monitored and analysed key performance indicators (KPIs) such as average handle time (AHT), call wrap score, customer satisfaction (CSAT), and shrinkage, implementing strategies to improve metrics and ensure quality service
• Conducted regular team meetings and one-on-one sessions to identify areas for improvement, address challenges, and celebrate achievements
• Evaluated call recordings and identified opportunities for improvement in communication, problem-solving, and adherence to company policies and procedures
• Provided constructive feedback and coaching to team members to enhance their customer service skills and ensure compliance with regulations
• Maintained a high level of quality and accuracy in customer service interactions
• Handled escalated customer inquiries and resolved complex issues effectively
• Contributed to continuous improvement initiatives by analysing customer feedback and implementing effective solutions
• Fostered a positive and collaborative team environment, promoting teamwork and mutual support

Teamleader at Rural shores Business Private Limited (2016-08 – 2019-04)

Team leadership focused on target achievement, coaching, and performance optimization

• Achieved consistent target overachievement by setting data-driven monthly and daily goals aligned with company objectives
• Cultivated a culture of excellence through personalised coaching, rigorous call monitoring, and script adherence enforcement
• Maximised team potential by designing and leading training programs, assigning tasks based on skills, and identifying individual strengths
• Motivated and inspired exceptional performance in each team member, fostering a collaborative and results-driven environment
• Determined the duties and responsibilities of individuals in a team
• Analysed the individual performance of each team member and motivated them to perform even better
• Reported any problem or fault in the project to the project manager or supervisor

Senior Associate at First Source Solutions Limited (2013-10 – 2015-12)

Support to Customer Service Representatives and order processing

• Partnered with management to develop and implement effective strategies for achieving department objectives
• Provided expert support to Customer Service Representatives (CSRs) by resolving complex customer inquiries and issues, ensuring timely and accurate resolution
• Delivered fast and accurate order processing, leveraging strong communication skills to effectively interact with customers and address their needs
• Fostered seamless collaboration across departments to resolve inquiries promptly and exceed customer expectations
• Maintained a high level of customer satisfaction through consistent professionalism and problem-solving skills

B.Tech in Electronics, Communication and Engineering – Jawaharlal Nehru Technological University (JNTU) (2010-03 – 2014-07)