Customer Service Quality Assurance

ASHLEY CHAPMAN

**** ****** **** ***** *** ***

Tampa, FL 33637

Ph. 813-***-****

*********@*****.***

PROFILE

• Proven professional, great at prioritizing and completing multiple projects within strict

investor guidelines and time restrictions.

• Combine effective training with great work ethics to maximize my productivity, work quality, and company

profitability.

• Designated problem solver, chosen to identify and resolve most administrative problems and

client last minute requests.

EDUCATION

• Bachelor of Arts in Political Science, University of South Florida, Tampa, Florida

PROFESSIONAL EXPERIENCE

Citigroup Bank

Anti-money Laundering Analyst – Quality Assurance Analyst

10/2013- 12/2013

• Conducted research utilizing internal and external public and private databases to compile a portfolio of

information.

• Performed analysis employing designated tools to identify patterns, risks and anomalies.

• Documented the analysis referencing key facts uncovered in the research process and identified in the

analysis process.

• Prepared Suspicious Activity Reports for regulatory filing that are fully compliant with standards, policies

and procedures and are well written

• Finalized an appropriate conclusion based on the research and activity.

Daniel Consuegra P.A. Firm

Legal Assistant

07/2012- 10/2013

• Review of reports in accordance to firm policies and guidelines to ensure all documents are validated,

received, executed and processed timely through internal tracking mechanism in accordance to local and internal

policies and guidelines.

• Preparation of documents, pleadings, and discovery under supervision of attorneys.

• Update client systems and firm system according to standards.

• Organize files and supporting documents for attorney review to assist in case preparation for trial while

serving as a liaison between trial attorneys and in-house staff.

• Provide attorneys with assistance regarding cases, hearings and all information on cases.

• Act as liaison between process server and firm.

University of South Florida

Student Assistant

The College of the Arts the Dean’s Office 5/2011- 5/2012

The Region Training Council Office/Anchin Center 9/2010- 4/2011

The Institute for Instructional Research and Practice 9/2008- 1/2010

• Provided general clerical support including: filing, faxing, copying and scanning.

• Used problem solving skills to assist in inbound inquiries to the department.

Office of Attorney General Criminal Appeals Division

Volunteer

11/2011- 2/2012

• Place materials into storage receptacles, such as file cabinets and drawers, according to classification and

identification information.

• Classified information according to guidelines of numerical order.

• Attended and observed moot court hearings.

Office of Attorney General Children’s Legal Services

Volunteer

2/2012-5/2012

• Observed supervisor proceedings during court hearing.

• Processed legal documents.

Teco Energy (People Gas Service)

Customer Service Representative

6/2007-6/2008

• Provided assistance to customers with inquiries concerning bill invoices.

• Conducted follow up outbound calls to customers.

• Scheduled service orders for customers to have gas utility turned on/off.

• Audited bill invoices for financial adjustments.

• Dispatched emergency gas leak calls.

SKILLS

• Proficient in the use of Microsoft products (Word, Excel, Access, Publisher and PowerPoint)

• Knowledge of origination of documents such as mortgage, note, assignment of mortgage, and deed.

• Experience with the legal foreclosure process.

• Proficient in court and local rules with regard to foreclosure filings and circuit civil filings.

• Adept in internal systems such as Lexis Nexis Accurint, and Citiscreening Workflow.

Contact this candidate