Customer Service Quality Assurance
Resume:
Shettara Jenal Stevenson
***** ******* ******, *** #***, Tampa, FL 33619 . 682-***-****
.********.*********@*****.***
OBJECTIVE
A challenging opportunity that will expand my knowledge, utilize my
education and work experience while offering a career of personal and
professional growth.
EDUCATION
Florida A& M University, Tallahassee, Florida
Bachelor of Science in Public Management/Pre-Law
. Dean's List of Honors
. Interned at Tallahassee Florida Office of the Public Defender
WORK EXPERIENCE
Citigroup Financial, Tampa, FL, Work: 40 hrs wk
AML SAR Quality Assurance Specialist October 2009 - Present
Perform quality assurance review of Suspicious Activity Reports ("SAR")
before they are filed with FINCEN. Also provides mentoring and training for
analysts on AML and process/procedure requirements. Ensure the validity and
reliability of the information gathered for SAR filings and audit purposes.
Interact with Investigators and the Financial Intelligence Unit to resolve
unusual and/or suspicious account activity.
. Responsible for tracking the results of quality assurance reviews and
remedial action(s) in the SAR database.
. Ensuring compliance with policies, procedures and federal regulations
. Must meet all productivity quotas, quality standards, and performance
goals
. Responsible for providing Operations management with regular,
constructive feedback concerning analyst work performance for control
and quality purposes.
. Effectively communicate with all levels of Management both
internal/external to CSS AML on all SAR matters.
Citigroup Financial, Tampa, FL, Work: 40 hrs wk
AML Investigative Analyst, March 2008 - October 2009
Serve as an Anti Money Laundering Analyst who performs a wide range of
functions with a high level of difficulty and complexity. I utilize a wide
variety of databases and applications to develop a base of information from
which to draw inferences and summaries. I analyze financial transactions of
known or suspected internal or external criminal activities, with primary
focus on money laundering and Bank Secrecy Act issues, including terror
financing, money laundering fraud schemes, structuring, and illegal money
service businesses
Apply subject matter knowledge to review, process, and evaluate data to
develop trends, patterns, and profiles. Apply quantitative and qualitative
methods to identify patterns and trends related to money laundering and
other types of unusual and/or suspicious transactions. Ensure the validity
and reliability of the information gathered and refer appropriate cases for
further investigation. Interact with Investigators and the Financial
Intelligence Unit to resolve unusual and/or suspicious account activity.
. Investigation of Anti Money Laundering (AML) related cases.
. Knowledge of payments and investigation processes.
. Experience in account and funds monitoring.
. Possess PC navigation and application skills, i.e., Microsoft Word and
Excel.
. Perform investigations using different types of information and media,
i.e., internet, proprietary bank documents, e-mails, transactions.
. Articulate investigation findings.
. Strong knowledge of funds transfer and SWIFT rules.
. Experience in Customer Service, Funds Transfer, Reconciliation and
customer facing activities in the consumer or wholesale banking groups.
. Meet high quality and productivity standards.
. Keep on task and manage cases expeditiously.
. Follow detailed instructions and at the same time able to articulate and
escalate issues to management.
Office of Public Defender, Second Judicial Circuit of Florida, Work: 15 hrs
wk
Investigative Intern- Capital Defense, August 2007 to December 2007
Served as Investigative intern where my responsibilities included locating
and interviewing witnesses and clients, taking detailed witness statements,
performing extensive criminal background checks, serving subpoenas,
photographing and diagramming crime scenes, preparing courtroom exhibits,
writing reports regarding investigative activities, assisting with case
development, and generally assisting the assigned attorney(s) in and out of
the courtroom.
. Organize and file all documents in each client's pleading books and file
. Intake interviews on defendants, witnesses and victims
. Issue subpoenas
. Accompany investigators to crime scenes to gather evidence and research
. Coordinate potential client informational packet and follow up with their
response
. Maintain detailed phone messages and return phone calls
. Used several databases for researching cases and clients; such as STAC,
the Public Defenders database and public records
. Initiated investigations with supervisor to collect evidence
. Wrote concise and structural analysis detailing all findings of the
investigative work
. Worked on multiple investigations concurrently, prioritized caseload to
meet deadlines
Advance America, Tallahassee, Florida, Work: 30 hrs wk
Office Assistant, June 2006 - December 2007
Served as a customer service representative that assisted customers
applying for personal loans.
. Customer service
. Data entry
. Organize confidential documents
. Key holder/ access to safe
. Process state loan applications
. Cash handling
QUALIFICATIONS
. Comprehensive knowledge of Microsoft Word, Excel, Power Point, Access &
Outlook
. Versed in Westlaw and LexisNexis research techniques
. Proficient in Windows XP and Windows 2000
. High-level attention to detail and excellent research and analytical
skills
. Excellent organizational skills with deadline orientation
. Ability to work under pressure on time-sensitive projects
. Successful at multi-tasking
. Strong time management skills
. Self-motivation and the ability to work independently
. Excellent verbal and written communication skills
. Demonstrated ability to work effectively on a team and with all levels of
personnel
. Excellent interpersonal skills
REFERENCES
Available upon request
Shettara Jenal Stevenson
10221 Palermo Circle, Apt #204, Tampa, FL 33619 . 682-***-****
.********.*********@*****.***
REFERENCES
Diana Stone Senior Analyst, Global Anti-Money
Laundering Operations
Citigroup Business Services
3800 Citigroup Center
B1-04
Tampa, FL 33610-9122
TEL 813-***-****
CELL 813-***-****
Chris Ellrich Capital Defense Investigator
Leon County Office of the Public Defender
Tallahassee, FL
Lorrie Spencer Supervisor, Parole Officer, State of Texas
16719 Creek Trail
Houston, TX 77084
Contact this candidate