Henrik V.
Operations
(214) GO-RELAY / (214) 467-3529
Careers@RelayHumanCloud.com
Vadodara, India
SKILLS
- AI Proficient
- Advanced Excel
- Licensing & Compliance Expertise: Business License Management, License Renewals, Compliance Documentation, Multi Jurisdiction Licensing, Regulatory Compliance, Audit Support.
- Process & Risk Management: Process Improvement, Risk Mitigation, Compliance Tracking.
- System & Tools: Dashboard Reporting, Compliance Tracking, SharePoint Data Management, Cross-Functional Collaboration
- Tools / Systems: Business License Dashboard, SharePoint, Salesforce, Zendesk, Amazon Workspace.
EDUCATION
Bachelor of Engineering
Govt Polytechnic, Rayachoty (2021)
ASSESSMENTS
PERSONALITY
ESFP-A
People with ESFP as a personality type are charismatic and lively. They create enjoyable experiences for others, known for their warmth, generosity, and sense of fun.
PROFESSIONAL SUMMARY
Detail-oriented Business License and Compliance Analyst with over 6 years of experience in compliance operations, licensing management, audit readiness, and process improvement. Proven track record of reducing penalty fees by nearly 90% by transitioning licensing operations from a third-party provider to an in-house process. Skilled in managing multi-jurisdictional licensing, maintaining compliance records in SharePoint, and supporting business license dashboard reporting to ensure accuracy, visibility, and timely adherence to regulatory requirements.
PROFESSIONAL EXPERIENCE
Business License Analyst
Relay Human Cloud India Pvt. Ltd. | India | Aug 2025 – Present
- Managed business license applications, renewals, and compliance documentation across multiple accounts and jurisdictions.
- Reduced penalty fees by nearly 90% by transitioning licensing operations from a third-party provider to an internal process.
- Maintained and organized compliance records in SharePoint to enhance document control, visibility, and audit readiness.
- Supported business license dashboard reporting to track renewals, license status, deadlines, and compliance risks.
- Reviewed forms and supporting documentation for accuracy and coordinated with internal teams and jurisdictions to resolve issues.
- Ensured high compliance accuracy by proactively tracking renewal deadlines and resolving jurisdictional challenges.
- Managed licensing operations across 19 state jurisdictions, ensuring timely renewals and adherence to compliance requirements.
Customer Service Executive
TTEC India Customer Solutions Pvt. Ltd. | India | Dec 2023 – Jan 2025
- Resolved customer queries through email communication using SOP-driven problem-solving approaches.
- Applied persuasive communication to address concerns and deliver effective resolutions.
- Followed up on pending cases within defined timelines to ensure closure and customer satisfaction.
- Maintained adherence to SOPs and quality standards while ensuring high accuracy in issue resolution.
Team Lead – Customer Support
Five Splash Infotech Pvt. Ltd. | India | Sep 2022 – Aug 2023
- Led team meetings and aligned workflows, improving team productivity by 15%.
- Monitored team performance, coached representatives, and enhanced service quality.
- Managed escalations and coordinated timely issue resolution in a fast-paced environment.
- Analyzed performance metrics and implemented process improvements to drive efficiency and quality.
Subject Matter Expert
Teleperformance India | India | Jul 2018 – May 2022
- Trained agents to deliver accurate and relevant customer information, improving overall service quality.
- Conducted regular audits and coaching sessions to enhance agent performance and customer satisfaction.
- Managed team operations including task allocation, performance monitoring, and continuous coaching.
- Developed and shared process guidelines to improve consistency and reduce errors in customer handling.
