Usama Rajpoot

I am looking to secure a position within a growth-oriented department where I can effectively contribute to the organization's success. I am committed to continuous professional development and I am eager to apply my technical competency to help the team achieve its objectives while advancing my career.

FinCrime Analyst at Mindbridge (2026-04 – 2026-07)

• Pre-Onboarding Screening: Conduct rigorous identity and background checks using Dante software to screen customer data against global sanctions, PEP (Politically Exposed Persons), and adverse media lists.
• Risk Mitigation: Analyze complex risk profiles and detect financial crime threats early to ensure only compliant clients are successfully onboarded.
• Multichannel Live Chat Support: Deliver real-time customer support using chat tools, efficiently managing 3–4 concurrent chats while resolving issues related to Revolut card payments, top-ups, and card issuance.
• Transaction & Payment Investigation: Review and resolve pending and declined payments, failed top-ups, ATM withdrawals, card orders, merchant-blocked transactions, and card credits.
• Account Risk & Restriction Monitoring: Continuously monitor accounts for FinCrime-related restrictions, ensuring prompt detection and handling of suspicious activities during live chat support.

Mentor, Quality Auditor & CSAT Analyst at Mindbridge (2025-08 – 2026-04)

• Multichannel Quality Monitoring: Execute comprehensive quality evaluations for voice and emails using SpeechMiner, Exotel, Zendesk, and Apollo Recorder to ensure strict SLA and compliance adherence.
• Data Analytics & Reporting: Manage and automate complex quality databases in Excel and Google Sheets, leveraging Pivot Tables and Vlookups to identify performance trends and deliver actionable insights to leadership.
• DSAT Scrubbing & RCA: Spearhead the Dissatisfied Customer (DSAT) scrubbing process and perform deep-dive Root Cause Analysis (RCA) to uncover and fix systemic process issues rather than isolated errors.
• Performance Coaching & Alignment: Facilitate targeted corrective feedback sessions with agents to close quality gaps, while leading weekly reviews with management to align on CSAT enhancement strategies.

Customer Service Representative at Mindbridge (2020-09 – 2025-07)

• Multichannel Campaign Management: Delivered high-volume support across Email, Phone, Chat, and Social Media for major regional and international campaigns, including Uber Eats (UKI), Uber Rider/Driver (UKI & PK), and Careem (UAE).
• Performance Excellence & Recognition: Thrice honored with the "Best Performance Award" for consistently exceeding key performance indicators (KPIs), maintaining strict SOP compliance, and securing exceptional satisfaction ratings.
• Technical Workflow Optimization: Handled complex ticket resolutions and data logging by leveraging advanced CRM tools (Sprinklr, Zendesk, Genesys, Bliss) and managing data integrity within Microsoft Excel and Google Sheets.

Sales Agent at IGILifeTakaful (2020-01 – 2020-06)

• Promoted and sold company products and services by generating outbound sales, developing relationships with prospects, and conducting rigorous follow-ups.
• Negotiated pricing structures and agreement terms with customers, finalized sales contracts, and accurately maintained tracks of daily sales pipelines.

BS.CS in Computer Science – Global Institute (2019)

F.S.C (Pre-Engineering) in Pre-Engineering – Govt. College of Science (2015)