● Schedule, track employee attendance and report them (including vacation and sick leave) with schedules and logs. ● Oversee the day-to-day operations of the team, including task assignment, scheduling, and performance management. ● Coordinate with project managers and other stakeholders to ensure the projects’ continuous smooth operation and daily / weekly targets are reached and are completed on time. ● Monitor project progress and identify any issues or obstacles that may arise. ● Facilitate clear and effective communication within the team and with other departments or external partners. ● Maintain transparent and frequent communication with upper management regarding team progress, challenges, and successes. ● Share insights from SAR investigations and seek guidance or approval when necessary. ● Identify training needs and opportunities for professional development within the team. ● Provide management with data-driven insights gleaned from SAR investigations to inform decision making processes. ● Work with management to define clear and objective criteria for evaluating staff performance.

● Handle and review assigned cases within available Service Level Agreement (SLA)s, including completing the Suspicious Activity Reports (SAR) with recommendations to relevant stakeholders on the next steps. ● Participate in internal and external programs related to anti-money laundering (AML)/combating the financing of terrorism (CFT) and other subjects (after appropriate training) that may form part of the day-to-day work requirements. ● Maintain escalation log and ensure all Customer internal escalations to the SAR team are promptly reviewed and resolved.

● Leading a team of CS Agents and conducting performance reviews. ● Creating and tracking KPIs, conducting training sessions, and onboarding new employees. ● Being a point of escalation from employees as well as supervisors. ● Drafting daily and weekly performance reports for both internal and external stakeholders. ● Participating in daily and weekly meetings with the relevant stakeholders as well as clients. ● Reviewing and remediating any end-user accounts if escalated. ● Reviewing and performing quality checks on any accounts after employees have performed their work. ● Creation and adjustments of company workflows and procedures.

● Dealing with incoming customer inquiries within the set SLAs. ● Insuring the security of users' accounts.

● Call customers in The USA to schedule home appliance delivery and installation.

● Purchase products directly from manufacturers and sell them on ECommerce platforms such as Amazon.

● Volunteered in different aspects in the Armenian community.

• Coordinated project timelines, installation schedules, and client communication across multiple accounts. • Maintained complete visibility of project stages using HubSpot CRM and ClickUp to streamline workflow. • Ensured smooth client transitions from contract signing to delivery and installation. • Tracked payments, updated records, and managed project stage transfers. • Provided professional and timely updates to stakeholders and internal teams.