Rajesh Pandey
London
Summary
Experienced compliance professional specializing in BPSS-style checks, client onboarding, and case management in regulated environments. Demonstrated success in pre-employment screening and resolving clearance issues while maintaining effective communication with HR and project teams. Skilled in handling confidential data, adhering to data protection standards, and consistently meeting SLAs. Committed to supporting secure UK Government projects with a quality-driven and collaborative approach.
Overview
18
18
years of professional experience
4035
4035
years of post-secondary education
Work history
Customer Service Specialist II
HireRight Ltd
London
2024.09 - Current
- Took full ownership of screening cases from initiation to resolution, ensuring accurate documentation and compliance with internal policies.
- Administered high-volume background screening cases, managing 35-40 enquiries daily through phone, email, and chat channels.
- Guided candidates through applications, clarifying requirements and resolving issues to ensure a smooth clearance journey.
- Delivered clear status updates to stakeholders, enhancing transparency and minimising repeat enquiries.
- Identified data discrepancies and missing documentation, escalating sensitive cases to senior teams for informed decisions.
Retail Assistant (Part-Time)
Primark Stores
London
2024.05 - 2024.08
- Resolved customer complaints, enhancing customer satisfaction through effective communication.
- Handled high-pressure situations calmly whilst serving a large number of customers during holiday season.
- Ensured smooth operations by maintaining a clean and orderly till area.
- Administered cash drawer, demonstrating strong financial responsibility.
- Maintained shop floor presentation standards by restocking shelves.
- Adhered strictly to company policies regarding refunds or exchanges.
Quality Assurance Manager
HireRight Background Screening India LLP
Bangalore
2021.10 - 2023.09
- Oversaw quality assurance for background screening operations, ensuring compliance with internal standards and client-specific requirements, which supported security and regulatory expectations.
- Identified process gaps and authored improvement recommendations, enhancing screening accuracy and operational excellence.
- Conducted root-cause analysis on failed or delayed checks, collaborating with operations, HR, and project teams to resolve clearance issues promptly.
- Supported complex and escalated screening cases, contributing to improved clearance turnaround times and enhanced client satisfaction.
- Reviewed sensitive screening data and reports with a high level of accuracy, maintaining strict confidentiality and data protection standards.
Quality Coach
Sterling Talent Solutions
Thane
2015.07 - 2021.09
- Streamlined quality assurance processes, reducing rework and improving first-time-right screening results.
- Analysed quality metrics and generated reports to inform management decisions and drive continuous improvement initiatives.
- Coached screening teams on employment verification and background checks, enhancing consistency and compliance across cases.
- Collaborated with cross-functional stakeholders to address quality issues affecting client deliverables and clearance outcomes.
Customer Service Representative
Silgate Solutions Pvt. Ltd.
Thane
2009.09 - 2015.01
- Achieved 100% customer satisfaction scores in post-interaction surveys through consistent, professional service delivery.
- Delivered comprehensive case support to clients, resolving issues through effective communication and structured problem-solving.
- Managed sensitive customer information, ensuring compliance with service standards and internal procedures.
Sales Executive
Vijay Sales
Thane
2008.06 - 2009.07
- Identify opportunities for upselling and cross-selling additional products to maximize sales.
- Monitor and manage inventory levels to ensure product availability for customers.
Education
Master of Business Administration - Operations Management
ITM University
Navi Mumbai, IndiaBachelor’s Degree - Commerce
University of Mumbai
Mumbai, IndiaSkills
- Case management
- Stakeholder communication
- Data protection and confidentiality
- Microsoft Office proficiency
- Quality assurance
- Process improvement
- Regulatory compliance
- Background screening and checks
Work Placement
Internal Auditor, Step into the city programme with Sompo International – London, UK
- Assisted in auditing internal compliance reports and investigating discrepancies within regulated operational frameworks.
- Reviewed AML and counter-terrorist financing documentation, developing exposure to governance and risk controls relevant to security-focused environments.
Timeline
Customer Service Specialist II
HireRight Ltd
2024.09 - Current
Retail Assistant (Part-Time)
Primark Stores
2024.05 - 2024.08
Quality Assurance Manager
HireRight Background Screening India LLP
2021.10 - 2023.09
Quality Coach
Sterling Talent Solutions
2015.07 - 2021.09
Customer Service Representative
Silgate Solutions Pvt. Ltd.
2009.09 - 2015.01
Sales Executive
Vijay Sales
2008.06 - 2009.07
Master of Business Administration - Operations Management
ITM University
Bachelor’s Degree - Commerce
University of Mumbai