KARABI ROY

• Managed letter response writing for Advocacy Loss
Resolution team, addressing borrower issues with accuracy and
compliance.
• Oversaw end-to-end process from initial review to drafting
responses, ensuring timely resolution and quality standards.
• Collaborated with team members to support business
objectives and drive continuous improvement through training
and knowledge upgrades.

• Delivered SAP-based financial reporting for real estate and consulting verticals, ensuring accuracy and compliance.
• Collaborated with finance managers to support budgeting, forecasting, and strategic planning initiatives.
• Contributed to finance process transformation and implemented quality control measures to enhance operational
efficiency.

• Identified customer needs and delivered tailored solutions through relationship management and effective verbal and
written communication with internal and external stakeholders.
• Documented account activities accurately and prepared weekly/monthly management reports for senior leadership.
• Conducted client meetings and performance reviews, including regular business updates and strategic discussions.
• Managed team operations: performance reviews, training, KPI setting, and continuous improvement initiatives.

• Delivered exceptional customer experience across service and sales queues for major retail partners (Best Buy, Costco,
Helzberg Diamonds, etc.), ensuring brand value and compliance with internal standards.
• Consistently exceeded KPIs and PLAs, including VOC (Voice of Customer), AHT (Average Handle Time), schedule
adherence, quality scores, and wrap time.
• Built and deepened customer relationships by identifying future needs and achieving annual sales and service targets.
• Maintained strict data security and compliance while meeting revenue goals and closing sales gaps for the business area.

• Managed front office operations, including account opening, locker services, and deliverables, ensuring smooth branch
functioning.
• Resolved customer complaints within defined timelines and led customer service initiatives to enhance satisfaction.
• Maintained compliance with AML guidelines, audit checks, and data security standards across all branch processes.
• Supported wealth management services and cross-sold banking products to existing customers to meet revenue targets.
• Conducted business performance reviews, ensured process adherence, and provided operational support to premier
channels.

• Provided accurate airline ticket quotations based on tariff structures, routing, seasonality, and frequent flyer mileage credits.
• Managed rebooking and cancellations, ensuring smooth travel experiences for passengers.
• Coordinated customer communications, including emails and packages for frequent flyers and corporate clients.
• Issued boarding passes, verified documentation, and explained airline policies on purchases, cancellations, and transfers.
• Oversaw baggage screening, ramp handling, and special assistance for passengers, ensuring compliance with safety and
security standards.