SONAM SINHA

Miramar

Summary

7+ years of customer service and banking experience, combined with recent experience in AI content evaluation and quality rating. Skilled in applying structured guidelines, fact-checking, and maintaining high accuracy. Seeking a remote role in content review, data annotation, or customer support.
I hold a BBA in Banking & Finance, completed in 2015.
Evaluated video and online content using structured guidelines and rating criteria.
Reviewed AI-generated content for quality, accuracy, and relevance.
Performed fact-checking and basic research to verify information.
· Earned an active Intuit Academy badge after completing Intuit Tax Level 1 and Level 2 certifications with hands-on tax preparation training, which helps demonstrate my skills and build 2 years of practical U.S. tax preparation experience.
· Seeking a remote customer support or operations role where I can apply my strong communication skills, problem- solving ability, and experience in email/chat processes to deliver high-quality service and support business growth.
· Dedicated and detail-oriented professional seeking a challenging position where I can contribute my communication skills, process knowledge, and customer-focused mindset to support organizational goals.
· To obtain a Customer Support (Email/Chat) position where I can utilize my strong communication skills, problem- solving ability, and customer-centric approach to deliver high-quality service and enhance customer satisfaction.
· Excellence in improving branch productivity and driving consistent & efficient delivery of services by streamlining operations, conducting surprise audit checks and identifying & mitigating risks.

Overview

years of professional experience

Work History

AI Content Rater /Quality Assurance Evaluator

TELUS International AI, Remote (USA)

Florida City

02.2025 - 01.2026

.Evaluating video, text, and online content using structured AI guidelines.
Reviewed AI-generated content for accuracy, relevance, and safety, contributing to improved user trust and content integrity.
Analyzed various sources to identify misleading or low-quality content, enhancing overall content reliability.
Applied consistent judgment to assess and improve AI performance, ensuring higher content quality.
Performing fact-checking and online research.
Maintaining high accuracy and attention to detail

Senior Assistant Manager

PNC BANK

New York

05.2020 - 01.2023

Managed compliance with regulatory standards to ensure legal adherence.
Developed strategies to enhance business growth and market presence.
MS EXCEL / MS Word
Fast typing-50+ WPM with high accuracy
Ensured confidentiality and data security while handling sensitive customer information.
Responded via chat and email while simultaneously updating system records.
Followed internal workflow and escalation matrix to handle complaints professionally.
Handles high-volume chat/email cases and accurately record customer data in internal systems.
Maintained a calm, friendly tone in all written communication to ensure a positive customer experience.

Assistance Manager

AXIS Bank Ltd.

New York

09.2018 - 01.2020

Performed KYC verification by reviewing government IDs, proof of address, and customer declarations.
Updated customer profiles and case records in CRM systems.
Fast typing speed (50+WPM) with high data accuracy.
Analyzed customer issues to identify root causes and provided effective long-term solutions.
Handling core and constructive activities for the Customer Service & Customer Relations unit.
Validated customer information against internal systems and external databases to ensure regulatory compliance.
Responded to customer queries via email and live chat with accuracy, professionalism, and quick turnaround time.
Maintained high customer satisfaction scores (CSAT) by resolving issues with empathy and clarity.
Assessed customer profiles to evaluate risk levels based on geography, occupation, transaction behavior, and industry.
KYC/Customer Due Diligence (CDD) helps prevent money laundering, fraud, financing of illegal activities, and ensures that banks know who their customers really are.
Administered portfolio of Resident, NRI, clients & constantly updated them regarding new rules & regulations set by RBI and FEMA with respect to transactions.
Escalated complex cases to senior teams while ensuring complete case ownership.
Conducting Root Cause Analysis (RCA) on complaints and request received every month.
Provided insights about the fluctuations in currency due to micro-economic factors.
Monitored NRI client's Inward & Outward Remittances, FCNR Deposits, Banking and Investments Needs.
Supported clients in regulatory aspects of their account and conducted timely update of KYC and Visa Details.
Performed cross-selling of Assets, Liability and Investment Products like Life Insurance, Mutual Funds, Credit Cards, FCNR Deposits, Forward Contracts, Health Insurance, and General Insurance to the customers.
Creating management dashboards to ensure month on month reduction in number of top complaints every month.
Fixing the gaps highlighted in audits on an accurate and timely manner.
Submitting various reports like Compliance Metrics, Top and Emerging Risk Product Improvement reports every month to different stakeholders.

Jr. Relationship Manager

Muthoot Finance LTD

Mumbai

09.2015 - 09.2018

Managed a portfolio of HNI Clients and advised them on their Investments.
Handled a team of dealers to drive business numbers.
Increased the client base through references from existing customers.
Motivated team members to achieve their sales target.
Keeping track to branch cashflow and requirement.
Ensured zero-error communication by proofreading messages and following communication guidelines.
Resolved customer problems on first contact, achieving a high First Contact Resolution (FCR) rate.
Ensured confidentiality and data security while handling sensitive customer information.
Offers foreign exchange services, Money transfers and tourism services and sells gold coins.
Having good knowledge of creating new & old database in multiple of customers.
Handling software developed by company for core banking.
Assisted clients to identify their short term and long term financial needs through Personal Financial Review and provided customized solutions through suitable product offerings.
Increased the client base through references from existing customers.
Helped in risk management.
Handling cash counter.

Skills

Content Evaluation & Annotation
Fact-checking & Online Research
Strategic Planning & Leadership
Data entry and verification
MS Excel / MS Word / Google Docs

Fast Typing (50 WPM)
Strong problem-solving ability
Customer Relationship Management
CRM/chat systems

Timeline