Sadeesha Jay

Subject Matter Expert

Jan 2024 - Dec 2024 • 11 mos

𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽, 𝗖𝗹𝗶𝗲𝗻𝘁 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 & 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁: • Acted as a Subject Matter Expert (SME), guiding and training new team members while providing ongoing supervision, feedback, and performance support. • Managed high-volume customer support operations, ensuring SLA compliance and maintaining service quality across multiple queues. • Handled complex client issues, providing timely resolutions and improving overall customer experience and satisfaction. • Collaborated with cross-functional teams to resolve escalations and ensure smooth operational workflows. • Contributed to process improvements by identifying gaps, proposing solutions, and enhancing efficiency and service delivery. • Maintained and updated process documentation, ensuring accuracy, consistency, and alignment with business requirements. • Built strong client relationships by delivering reliable support and continuously improving service standards.

Customer Service Executive

Jul 2021 - Jan 2024 • 2 yrs 6 mos

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗮𝗻𝗱 𝗔𝗰𝗰𝗼𝘂𝗻𝘁 𝗠𝗮𝗶𝗻𝘁𝗲𝗻𝗮𝗻𝗰𝗲 : •Manage account openings & Closures for First Direct (UK), handling various products & account types, including sole and joint accounts, Regular Savers, Mortgages, isa's, etc. •Deliver efficient customer service by proactively contacting customers and providing timely updates throughout the account opening, closure and maintenance process. •Resolved conflicts and retained customers by offering tailored solutions aligned with their needs. 𝗤𝘂𝗲𝘂𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝗦𝗟𝗔 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲: •Maintain Service Level Agreements (SLA) by consistently achieving daily and monthly targets. •Manage and monitor critical queues such as FDRE1A, FDOSTY, FDER1A, FDCM1A, FDOA1A, FDAOPE, IFDSDA, VBACOP, and FDAS1A. Experienced in handling Diva queues, tailored to specific customer types and account needs. 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗮𝗻𝗱 𝗦𝘆𝘀𝘁𝗲𝗺 𝗘𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲: •Proficient in using company tools such as Browser Main Menu (BMM), EDGE, UK HUB, Experian, JUMIO, Hooyu, Oracle - EMS, and HM Land Registry (DLR) alongside the Microsoft Office Suite. •Extensive experience with Customer Due Diligence (CDD) for account openings, including creating, validating, amending, and submitting CDD profiles. •Efficiently resolve technical issues using platforms like ServiceNow, Jira, and Oracle Fusion. 𝗖𝗿𝗼𝘀𝘀 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗮𝗻𝗱 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗦𝗵𝗮𝗿𝗶𝗻𝗴: •Conducted process training sessions for Indian and Sri Lankan team members across various processes. •Provided critical support and guidance during training sessions to ensure smooth onboarding and ramp-up. •Actively participated in training programs to stay up-to-date with internal processes and regulatory requirements. •Assisted in resolving issues and troubleshooting when team members faced challenges, ensuring seamless workflow.

Data Processing Executive

Dec 2020 - Jun 2021 • 6 mos

𝗧𝗮𝘅 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 𝗮𝗻𝗱 𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴: •Conducted tax validations and KYC processes for clients in the Bermuda and Canada markets, ensuring strict compliance with CRS (Common Reporting Standard) and FATCA (Foreign Account Tax Compliance Act) regulations. •Prepared and validated detailed CRS and FATCA reports by aligning processes with Lines of Business (LOBs) data and internal compliance requirements, ensuring accuracy and completeness. 𝗦𝘆𝘀𝘁𝗲𝗺 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: •Utilized internal systems such as HUB, iReg, and CRS Portal to perform efficient tax validations and update customer records while supporting the Customer Due Diligence (CDD) process. •Utilized internal systems such as HUB, iReg, and CRS Portal to perform efficient tax validations and update customer records while supporting the Customer Due Diligence (CDD) process. •Managed updates and maintenance of CDD profiles to mitigate compliance risks and support accurate reporting across markets. 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 𝗧𝗮𝘀𝗸 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: •Collaborated effectively with cross-border teams to address tax-related inquiries and regulatory discrepancies, ensuring smooth communication and prompt issue resolution. •Successfully delivered high-priority compliance tasks within tight deadlines, contributing to the timely and accurate annual reporting for regulatory authorities. 𝗧𝗮𝘅 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 𝗮𝗻𝗱 𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴: •Conducted tax validations and KYC processes for clients in the Bermuda and Canada markets, ensuring strict compliance with CRS (Common Reporting Standard) and FATCA (Foreign Account Tax Compliance Act) regulations. •Prepared and validated detailed CRS and FATCA reports by aligning processes with Lines of Business (LOBs) data and internal compliance requirements, ensuring accuracy and completeness. 𝗦𝘆𝘀𝘁𝗲𝗺