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Work Background
Questrade Financial GroupCustomer Service Team Lead
Nov. 2020 - Nov. 2024Toronto, Ontario, CanadaLed and mentored a team of 10+ agents, ensuring SLA adherence and customer satisfaction.
Designed and delivered training programs for onboarding and professional development.
Managed escalations, identified process gaps, and implemented solutions to prevent recurrence.
Monitored team workload and KPIs, ensuring contract review quality and efficiency.
Spearheaded process improvements, enhancing customer satisfaction metrics.
Assisted in recruitment, selection, and onboarding of new team members.
Provided coaching and performance feedback, helping team members reach their full potential.
Wipro Digital Operations and PlatformsFinance Analyst
Aug. 2016 - Apr. 2018Mumbai Area, IndiaConducted compliance checks and analyzed financial transactions to mitigate risks.
Provided detailed guidance on global sanctions policies, ensuring compliance for clients.
Delivered accurate analysis of payment workflows, maintaining alignment with bank and global policies.
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