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Customer Service Representative

Location:
San Bruno, California, United States
Posted:
March 26, 2019

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Resume:

QUALIFICATIONS

Proficient with both Windows and Mac OSX software

Knowledge of Microsoft Office, Google Applications, SQL, Periscope, and Slack

Ability to work in team setting as well as individually

Excellent customer service skills and experience

Strong understanding of compliance systems including operations and systematic functionality

Compliance knowledge of the cryptocurrency industry

EXPERIENCE

Compliance Analyst – Wyre, San Francisco CA 10/2017- Present

Data Analysis/Compliance Management- Reviewing potential client’s AML/KYC polices in various jurisdictions across the globe and identifying areas of high risk. Utilizing SQL and Periscope to analyze customer data with tight deadlines (sometimes less than 24 hours). Onboarding and assessing risk for high volume MSBs and daily trades up to six figures in assets, reviewing KYC/AML programs, and reporting findings or filing SARs when needed.

Special Projects- Researching and developing the Compliance Training Program for Wyre, including negotiating with vendors and rolling out training programs to field employees. Assisting with data preparation for bank audits and worked with the bank on implementing findings or changes. Creation of Bitcoin monitoring SOP for Senior Leadership. Testing of changes to regulatory and client specifications, flagging any non-compliance issues and making recommendations to the engineers to improve process and customer interaction.

Escalations- Serve as point person for high priority account processing or clients trading Bitcoin and Etherum for compliance review. Work with customer success team to provide recommendations for bettering the client onboarding experience. Investigate and resolve client inquiries as the liaison between clients and compliance department.

Training- Lead trainer to field employees on compliance guidelines for onboarding clients in the cryptocurrency and blockchain space. Assist with the hiring and training of new employees to the compliance department, including daily mentoring and education on company and legal compliance procedures.

Compliance Operations Specialist – Xoom.com a PayPal Service, San Francisco CA 01/2012 – 09/2017

Data Analysis/Compliance Management – Utilizing SQL to run queries with customer data to find fraud trends and investigate accurate personal information. Ensure transactions processed are in accordance with Xoom Corporation policies and terms of service, as well as, state and federal compliance guidelines. Support and Control Risk assessments in BSA/AML/OFAC Operations. Conduct market research, report on findings to government entities including ICE, and FBI.

Quality Assurance – Evaluation of overseas customer service representatives call quality per Xoom Corporation guidelines is met and excellent customer service is provided by the call center. Provide individual coaching on results.

Escalations – Point of contact for Better Business Bureau complaints and escalation inquiries, work with customers to retain their relationship and business with the company. Assist clients with account and transaction support through excellent customer service

Special Projects – Selected by upper management to successfully complete highly sensitive compliance projects within strict guidelines in short deadlines. Worked with leadership on suggested risk precautions and implementation surrounding increased sending limits and new company services.

Committee – Lead member of the Xoom volunteer committee. Assist with organizing events with the extended community and colleagues for building comradery and company name recognition. Examples include SF Food Bank volunteer activities, SF Park and Recreation clean up, company sponsored sports events, etc. Work with representatives with the Ed Fund to organize Xoom sponsored engagement and events with San Francisco school, Junipero Serra.

Quality Assurance Analyst – Wells Fargo Bank, San Francisco CA 07/2010 – 01/2012

Quality Assurance – Responsible for monitoring calls/reviewing cases of call center, focusing on quality and customer experience to ensure customer loyalty and minimize risk for all business units supported. Monitored and reviewed multiple products with teams located in sites country wide, utilizing various internal scoring forms keyed into separate databases. Monitor call center representatives by scoring calls and reviewing claims focusing on quality, customer experience, risk reduction and compliance as required by internal/government guidelines.

Training – Responsible for conducting training and quality checks for peers, and for providing guidance to team leaders and the notification of coaching requirements on low scores and ensuring coaching is completed timely.

Escalations – Escalation of key maintenance errors identified during scoring process and ensuring resolution follows internal company requirements and government regulations. Ensured required data was input into appropriate database for tracking and reporting, summarized monthly key findings identifying trends and risks, and recommended standards, policies, and procedures to improve performance ratings of analysts.

Committee – Served on the CCMT Diversity Council to discuss improvements to the group and organization through diversity.

Customer Service Representative 2 – Wells Fargo Bank, San Francisco CA 10/2007 – 07/2010

Customer Service – Primarily responsible for assisting customers with inquiries, complaints, and disputes on accounts specializing in educating clients on standard bank procedures; this included pledges, restraints, and fraudulent activities. Also, responsible for delegating customer-based situations to the proper departments. Awarded Gold Coin for exemplary customer satisfaction.

Training – Selected by management to assist with new hire training including training on systems, procedures, and client service expectations. Received consistent level 5 performance by monitored analyst and monthly recognition awards.

Committee – Involved in various community development programs, both internal and external, including organizations such as Adopt-a-Family, Breast Cancer Awareness, and local food drives.

EDUCATION

San Francisco State University, San Francisco, CA

Bachelor of Science, Major: International Business, Graduated May 2010

Activities: Phi Kappa Tau Fraternity



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