Heena Grewal
Summary
Dedicated finance professional with five years of senior finance analyst experience in the compliance, regulatory sector, risk analysis, AML, Financial Crime, Loan and underwriting assessment. Adept at data analysis, I bring a results-oriented approach to operations and client management. My background encompasses strategic planning, business development, customer engagement, process enhancement, risk mitigation, and quality assurance. I have an extensive understanding of financing rules and laws, making me a valuable asset to any organization. Also more than 5 years of experience in the retail industry & Investment banking, Proven track record of exceeding sales targets, managing teams, and optimizing operational processes. Skilled in customer service, inventory management, and staff training. Adapt at fostering a positive work environment to drive team motivation and productivity. Strong leadership abilities combined with a passion for delivering exceptional customer experiences. clients and stakeholders.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Concentrix Ltd AU/NZ
12.2024 - Current
- Respond to customer inquiries via phone, email, live chat, or other communication channels.
- Provide timely and accurate information about products, services, policies, and procedures.
- Address and resolve customer complaints or issues with empathy and professionalism.
- Adhere to company policies and procedures to ensure consistent service quality and compliance with legal or regulatory standards.
- Follow up on customer issues in a way that aligns with company protocols.
- Work with other team members, departments, or teams to resolve customer issues or provide support where necessary.
- Participate in team meetings to discuss common customer issues, share best practices, or improve service.
- Record customer interactions in the company's customer management system, keeping detailed notes of any issues, inquiries, or solutions.
- Maintain accurate customer accounts and update any relevant information.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Store Manager
Foot Master
09.2024 - 12.2024
- Staff Management: Hiring, training, and supervising staff. Conducting performance evaluations and addressing any personnel issues.
- Sales Management: Setting sales goals and monitoring performance. Implementing strategies to drive sales and improve customer satisfaction.
- Inventory Control: Managing inventory levels, ordering stock, and ensuring products are displayed attractively. Conducting regular inventory audits.
- Customer Service: Ensuring a high level of customer service is maintained. Addressing customer complaints and resolving issues effectively.
- Financial Management: Managing budgets, overseeing cash handling, and ensuring accurate financial reporting. Monitoring expenses and profitability.
- Visual Merchandising: Creating and maintaining appealing product displays to attract customers and enhance sales.
- Marketing Initiatives: Assisting in promotional campaigns and events to increase foot traffic and brand awareness.
- Store Maintenance: Ensuring the store is clean, organized, and safe for both customers and employees.
- Compliance: Adhering to company policies, as well as local, state, and federal regulations.
- Reporting: Preparing regular reports on sales, inventory, and employee performance for upper management.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed inventory control, cash control, and store opening and closing procedures.
Manager
Kathmandu
01.2023 - 07.2023
- Build strong interdepartmental partnerships based on the pursuit of common goals, with the understanding that teamwork is the key component of success
- Recruiting, training, supervising and appraising staff
- Managing budgets and maintaining statistical and financial records
- Dealing with customer queries and complaints
- Maintaining high standards of customer service
- Overseeing pricing and stock control
- Maximizing profitability and setting/meeting sales targets, including motivating staff to do so
- Ensuring compliance with health and safety legislation
- Preparing promotional materials and displays and liaising with head office
- Improved safety procedures to create safe working conditions for workers.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Store Manager
Wild South
05.2022 - 01.2023
- Recruiting, training, supervising and appraising staff
- Managing budgets and maintaining statistical and financial records
- Dealing with customer queries and complaints
- Maintaining high standards of customer service
- Overseeing pricing and stock control
- Maximizing profitability and setting/meeting sales targets, including motivating staff to do so
- Ensuring compliance with health and safety legislation
- Preparing promotional materials and displays and liaising with head office
- Train all hires on POS System & customer service techniques, delegate daily duties to staff members.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
Senior Financial Analyst
Deutsche Bank
03.2017 - 03.2022
- Checking the authenticity and authorization of payments
- Deal with swift messages, Embargos, Review and release of payments
- Work as a gateway of payment system which consist financial management
- Risk compliance, Regulatory filtering (OFAC, Trades, EU Sanctions,)
- Filtering of transactions against risk entities in Hot scan
- Implementing and transitioning process in line with the guidelines specified by the client
- Managing critical reports i.e., MIS report, Audit trail, Error Report
- Downloading and uploading- list upload activity (internal as well as external list)
- Manage internal audit records, escalations and client queries
- Managing payroll and administration work
- Deal with traders, financial products and different types of payments
- Investigation of payments
- All swift and non-swift transactions (All Message Types)
- Send hourly flash to the entire team to update them regarding the status
- Having a good customer service experience
- Handling the front office work as well as backend work
- Working for weekends as well including Saturday and Sundays for 11-12 hours shift.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- · Meticulously validated all incoming and outgoing payments through Deutsch Bank, ensuring strict compliance with embargoes and sanctions checks, alongside rigorous KYC verification.
Customer Service Specialist
Amazon
01.2016 - 01.2017
- Customer Interaction: Engaging with customers over the phone to assist with inquiries about products, services, and account issues.
- Problem Resolution: Identifying and resolving customer issues or complaints effectively, ensuring a positive experience.
- Order Assistance: Helping customers with order placements, modifications, cancellations, and tracking.
- Product Knowledge: Staying informed about Amazon’s product offerings and services to provide accurate information and recommendations.
- Documentation: Accurately logging customer interactions and updating records in the customer relationship management (CRM) system.
- Feedback Collection: Gathering customer feedback to identify trends and areas for improvement.
- Collaboration: Working closely with other departments to resolve customer issues and improve service quality.
- Performance Metrics: Meeting key performance indicators (KPIs) such as call resolution time, customer satisfaction scores, and adherence to schedules.
- Training and Development: Participating in ongoing training to stay updated on policies, procedures, and product knowledge.
Education
BBA - Banking And Finance
IIS
Jaipur 05-2016
Associate of Arts - Event Management
IIS
Jaipur01.2015
Skills
- Customer Relations
- Sanctions Knowledge (OFAC, EU)
- Anti-Money Laundering (AML)
- Correspondent Banking MIS (Management Information System)
- CFT (Counter Financing of Terrorism) Regulations
- SWIFT Messages
- Financial Service
- Microsoft Office Suite (Word, PowerPoint, Team, Outlook)
- Risk Analysis and Management
- Teamwork
- Customer Service
- Time Management
- Analytical and Critical Thinking
- Communication
- Accuracy & Quality
Language
ENGLISH
Accomplishments
- Worked as Team Leader in various assignments.
- Independently managed several assignments of work allotted.
- Top performer of the year in 2019 Early Promotion Quarterly awards.
Applications Used
JIRA, Workday, Throttle, Citrix, OKTA, AWS, Slack, NETR Online, ARELLO, Hot scan Case Management, TINMAN, CaseMan, Vision-Net, ARM-NET, Lexis Nexis Risk Management, Bridger.
Timeline
Customer Service Specialist
Concentrix Ltd AU/NZ
12.2024 - Current
Store Manager
Foot Master
09.2024 - 12.2024
Manager
Kathmandu
01.2023 - 07.2023
Store Manager
Wild South
05.2022 - 01.2023
Senior Financial Analyst
Deutsche Bank
03.2017 - 03.2022
Customer Service Specialist
Amazon
01.2016 - 01.2017
BBA - Banking And Finance
IIS
Associate of Arts - Event Management
IIS
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