Ajay Patel
Glasgow,UK
Summary
Results-oriented professional with expertise in analytical and problem-solving skills, adept at navigating complex financial systems and identifying anomalies. Proficient in data analysis and regulatory compliance, facilitating effective collaboration with cross-functional teams. Committed to preventing financial crime and enhancing organizational integrity.
Overview
7
7
years of professional experience
Work history
Everyday Banking Executive
HSBC UK Plc
Glasgow
11.2024 - 01.2026
- Resolved customer queries while ensuring full compliance with internal policies and UK regulations.
- Analysed customer issues to identify root causes and recommended solutions, promoting fraud prevention and risk management.
- Detected and escalating red flags, potential risks, impersonation fraud activities to the relevant team.
- Continuously analyzing financial transactions to detect, report and manage potentially suspicious activity.
- Resolved customer quires in – line with policy and guidelines and have confidence and a good ability with technology.
Care and Support Worker
THRIVEPLUS RECRUITMENT
Wolverhampton, (UK)
08.2022 - 01.2023
- Improved customer satisfaction by creating individualised support programmes, empowering customers to pursue leisure options to improve their overall well-being.
- Facilitated customer independence by providing thorough personal care support catered to each person's needs.
- Created a supportive environment and provided emotional assistance, which raised customer morale.
- Simplified processes and increased accountability by recording and updating caseload records and reports.
- Proactively communicated to anticipate and meet requirements, enabling improved customer satisfaction.
Quality Assurance Analyst
ALTRUIST PRIVATE LIMITED
, INDIA
01.2022 - 04.2022
- Carried out extensive scoring and evaluation of processes and outcomes, making sure that quality standards were met and identifying areas for improvement.
- Significantly contributed to maintaining compliance with internal policies and regulatory standards by working on audits and evaluations.
- Collaborated with the Operations and Training departments to implement improvement strategies.
- Made recommendations and implemented changes to current practices based on data-driven insights, maximising
- Continuously met quality assurance metrics and performance indicators to ensure improved process efficiency.
- Conducted cross-functional audits and reviews to ensure alignment with organisational standards and goals.
Quality Assurance Analyst
TELEPERFORMANCE Limited
, INDIA
07.2020 - 12.2021
- Led detailed audits of communications to ensure compliance with service quality and regulatory standards.
- Provided investigative insights and recommendations to improve fraud detection and reporting processes.
- Consistently met and exceeded SLAs, handling confidential customer data and identifying anomalies.
- Supported continuous improvement initiatives and delivered feedback to enhance compliance and service excellence.
- Managed meetings, huddles, and feedback sessions to support efforts for continuous improvement and match team performance with customer service and quality targets.
Customer Support Executive
TELEPERFORMANCE Limited
, INDIA
07.2019 - 12.2020
- Efficiently handled client enquiries, ensuring that problems were resolved in alignment with company policies and that all details were communicated.
- Resolved customer questions, provided detailed product/service information, and promoted understanding and trust in company products.
- Prioritised tasks, managed workloads, and maintained high standards of customer satisfaction to consistently meet and exceed SLAs and KPIs.
- Solved technical problems for customers, using techniques to locate the sources of problems and quickly fix them.
- Delivered and maintained high levels of customer satisfaction through proactive communication, follow-up, and individualised support, helping build enduring customer relationships and brand loyalty.
Education
Master of Science - Finance
University of Wolverhampton
Wolverhampton 04.2001 -
Bachelor of Science - Biotechnology + Pharmaceutical Chemistry
D.A.V.V
INDIA 04.2001 -
Skills
- Transaction monitoring and KYC
- Communication skills
- Quality assurance and auditing
- Attention to detail
- Regulatory compliance
- Resilience
- Analytical thinking
- Accountability
- Technical writing
- Risk analysis
Timeline
Everyday Banking Executive
HSBC UK Plc
11.2024 - 01.2026
Care and Support Worker
THRIVEPLUS RECRUITMENT
08.2022 - 01.2023
Quality Assurance Analyst
ALTRUIST PRIVATE LIMITED
01.2022 - 04.2022
Quality Assurance Analyst
TELEPERFORMANCE Limited
07.2020 - 12.2021
Customer Support Executive
TELEPERFORMANCE Limited
07.2019 - 12.2020
Master of Science - Finance
University of Wolverhampton
04.2001 -
Bachelor of Science - Biotechnology + Pharmaceutical Chemistry
D.A.V.V
04.2001 -