Exclusive Case Manager – Professional Services - HSBC
(2023-05 - 2025-10)
- Managed end-to-end high-priority case lifecycles, ensuring strict adherence to quality and compliance metrics.
- Led complex client onboarding processes, driving seamless documentation verification, KYC compliance, and account provisioning for high-net-worth and institutional clients.
- Collaborated across cross-functional product, legal, and risk teams to streamline onboarding bottlenecks and improve service delivery efficiency.
- Analyzed onboarding friction points to determine root causes and implemented alternative strategic workflows for enhanced client business retention.
Complaints Specialist – Professional Services - HSBC
(2022-07 - 2023-05)
- Owned and resolved high-escalation, high-risk customer complaints through meticulous root-cause analysis and regulatory adherence.
- Conducted deep-dive investigations into service failures, delivering comprehensive resolution frameworks that balanced customer satisfaction with institutional risk management.
- Maintained rigorous documentation of complaint lifecycles, producing actionable feedback loops for operational teams to reduce recurring systemic issues.
Customer Support Executive – Professional Services - HSBC
(2019-08 - 2022-07)
- Handled high-volume inbound and outbound complex client interactions, delivering first-contact resolution for sophisticated banking products and services.
- Maintained a flawless track record of meeting and exceeding strict Service Level Agreements (SLAs), operational efficiency metrics, and data accuracy standards.
- Recognized as a continuous Net Promoter Score (NPS) Champion within the organization, consistently securing peak customer satisfaction ratings through empathetic problem-solving.
Operational Associate - Barclays Shared Services
(2018-02 - 2018-08)
- Provided operational support within a fast-paced global shared services environment.
- Interacted with customers to provide timely responses to inquiries regarding banking products and services.
Senior Executive - ICS-I-Chat Solutions
(2013-02 - 2017-07)
- Promoted to Senior Executive following consistent high performance over a 54-month tenure.
- Evaluated customer data and technical symptoms to determine and resolve service-related issues.
