At Firstsource Solutions Limited, I support Lloyd’s Banking Group across Personal Banking and Fraud. I was promoted to Subject Matter Expert/Floorwalker within six months, providing real-time support and helping maintain process compliance and service delivery.
I facilitated a performance improvement program for 40+ colleagues, using data-driven analysis, coaching, and targeted development plans to achieve a 90.5% success rate. I also contributed to three operational transformation initiatives and helped establish a pilot fraud operations process, including transaction monitoring, Customer Due Diligence, and process documentation.
