Open to opportunities

Urusha Joshi

@urushajoshi

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Experienced in remote support, compliance & team ops across global industries.

Nepal

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What I'm looking for

I am seeking a role that fosters collaboration, values compliance, and offers growth opportunities.

I am a dedicated Compliance and Customer Support professional with over 6 years of experience, including 4 years in remote roles. My expertise lies in streamlining support operations, resolving complex client issues, and ensuring regulatory compliance across banking, fintech, and biotech sectors. I have a proven track record of enhancing customer satisfaction and team performance through effective training and process improvements.

In my current role as a Senior Customer Care Associate at Axiom Real-Time Metrics, I have successfully implemented knowledge-based documentation and a rigorous task review process, resulting in a 40% reduction in customer support response time and a 25% increase in customer satisfaction ratings. My experience also includes leading global talent acquisition initiatives and training team members to deliver high-quality support consistently.

My academic background includes an MBA in Finance, where I graduated with a GPA of 3.95 and was recognized as a class topper in multiple trimesters. I am committed to continuous learning and professional development, as evidenced by my participation in various training programs and certifications related to compliance and customer support.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Care Associate

Current

Axiom Real-Time Metrics

May 2023 - Present (2 years 2 months)

Designed and implemented knowledge-based documentation, streamlining processes and improving team efficiency. Implemented a rigorous task review process for the Customer Care team, ensuring 100% adherence to industry standards: reduced customer support response time by 40% and increased customer satisfaction ratings by 25%.

Knowledge Management Process Improvement Customer Satisfaction Team Leadership Quality Assurance

Customer Care Associate

Axiom Real-Time Metrics

Nov 2021 - Present (3 years 8 months)

Actively engaged in cross-departmental functions, fostering collaboration and synergy between different teams to achieve organizational goals. Provided vital support to clients and subjects, facilitating a seamless onboarding process with the ePRO and Fusion systems.

Cross Functional Collaboration Onboarding Data Collection

Senior Compliance Executive

Machnet

Jan 2021 - Present (4 years 6 months)

Played a key role in the Due Diligence process for international clients, ensuring thorough assessments and adherence to regulatory standards. Conducted comprehensive Compliance Audits for websites and applications, identifying areas for improvement and ensuring alignment with regulatory requirements.

Due Diligence Compliance Audits Regulatory Compliance Risk Mitigation Process Improvement

Compliance/CS Executive

Machnet

Oct 2018 - Present (6 years 9 months)

Responsible for handling client queries and resolving them within the resolution period. Monitored transactions, recorded suspicious and threshold activities, and took applicable actions to prevent them.

Transaction Monitoring Regulatory Compliance Risk Mitigation

Associate Compliance

Everest Bank Limited

May 2018 - Present (7 years 2 months)

Handled queries of customers and provided information on new rules under Nepal Rastra Bank to customers. Maintained records on compliance checks.

Customer Service Record keeping Compliance Banking Operations

Education

Degrees, certifications, and relevant coursework

Uniglobe College

Master’s in Business Administration, Finance

Grade: 3.95

Completed a Master's in Business Administration with a focus on Finance. Achieved a GPA of 3.95, earning Dean's List recognition for six trimesters and ranking as class topper for four trimesters. The thesis focused on the impact of risk management on the profitability of Nepalese Commercial Banks.

People’s campus

Bachelor’s degree, Business Administration

Grade: 3.72

Obtained a Bachelor's degree with distinction, achieving a GPA of 3.72. The curriculum provided a strong foundation in business administration principles.