Megha Bali Devgun

Client Engagement Specialist

Client Engagement Specialist with 15+ years of experience in client servicing, account operations, payroll administration, and transaction support. Strong background in Jira Service Desk, SQL, data analysis, reporting, compliance, and escalation management across financial and service environments.

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15+

Years of experience

Megha

About Me

Client engagement and operations professional with 15+ years of experience across client servicing, payroll operations, financial administration, fund transfer procedures, compliance documentation, and reporting. Proven expertise in managing high-value accounts, resolving escalations within SLA, processing transactions accurately, coordinating with cross-functional teams, and improving workflows through data analysis, KPI reporting, and process optimization.

My expert
areas

Expertise in client engagement, account operations, transaction support, payroll administration, compliance documentation, escalation handling, KPI reporting, and data-driven process improvement across financial service environments.

Skills

Client Engagement

Account Operations

Jira Service Desk

SQL

Data Analysis & Reporting

Compliance Documentation

50
Client Relationships Managed (+)
25
High-Profile Accounts Directed (+)
200
Crypto Fund Credits & Refunds Processed (+)
1000
Employees Supported in Payroll Operations (+)

Education

Master of Business Administration (Finance & Marketing)

Chitkara Business School

India

June 2007 – June 2009

Bachelor of Technology in Information Technology

Amritsar College of Engineering and Technology

India

June 2003 – June 2006

Experience

Payward Global Services Company, Inc.

Client Engagement Specialist | June 2017 – February 2025

Strengthened retention by cultivating 50+ client relationships through regular calls and follow-ups, driving account growth and sustaining long-term engagement.
Directed 25+ high-profile accounts, resolving escalations through calls and ticketing within SLA while improving operational efficiency by 30%.
Processed 200+ crypto fund credits and refunds for high-net-worth clients with transaction verification, accuracy control, and compliance-focused documentation.
Conducted monthly reviews with funding providers and internal banking teams, identifying 12+ systemic issues and implementing corrective workflow measures.
Standardized escalation procedures and compliance workflows, reducing resolution time by 15 hours monthly and lowering audit exceptions by 30%.

BA Continuum India Pvt. Ltd.

Team Leader (Global Wealth Investment) | October 2009 – May 2017

Directed offshore payroll operations for 1,000+ employees, ensuring accurate processing of salary, bonus, and deductions within defined timelines.
Coordinated with 10+ global teams to resolve payroll discrepancies, reducing error rates by 25% across multiple jurisdictions.
Executed Power of Attorney and fund transfer procedures for 200+ Bank of America clients, ensuring legal compliance and timely processing.
Designed KPI dashboards for leadership visibility, reducing reporting turnaround time by 30% and improving operational decision-making.
Trained 20+ associates on payroll systems and compliance protocols, improving team accuracy by 28% and reducing supervisory dependency.

Projects

Crypto Transaction Compliance & Refund Process Optimization

Payward Global Services Company, Inc.

Client Engagement Specialist

Skills Used

Client Engagement, Account Operations, Jira Service Desk, Data Analysis, Compliance Documentation, Escalation Management, Operational Reporting

Key Roles

Processed 200+ crypto fund credits and refunds with verification controls to improve transaction accuracy and reduce operational errors.
Documented compliance workflows for crypto transactions, incorporating call verification steps and reducing audit exceptions by 30%.
Analyzed client transaction data to identify recurring discrepancies and implemented corrective protocols that reduced repeat issues by 20%.
Coordinated with funding providers and banking teams to resolve systemic issues and improve reconciliation transparency across accounts.
Standardized escalation procedures for account discrepancies, reducing resolution time by 15 hours monthly and improving client satisfaction metrics.