Customer Service Sales

ENRY POGOSOV

**** ********* ***** ***** *****, CA 95051 ***********@*****.*** 408-***-****

SKILLS

Proficient in Microsoft Office, Google Docs, Libre Office, Outlook, Lotus Notes, Buganizer.

Experience with ACTIMIZE tool.

Knowledge of stored-value/prepaid payments systems and instruments such as gift cards and virtual currencies.

Detail-orientated, multi-tasking and self-starter with excellent time management skills.

Extremely productive in high volume, high stress environment.

Possess excellent interpersonal, organizational and customer service skills.

Strong verbal communication and writing ability.

Ability to influence and develop business relationships with partners at all levels including senior management.

Bi-Lingual (English/Russian)

EDUCATION

San Francisco State University - Bachelor of Science in Business Administration (Marketing): 2000-2004

EXPERIENCE

OUTSOURCE Consulting Services (at Intuit) July 2016-Present: Mountain View, CA

SAR’s Review Analyst

Identify and research all account activity that may be subject to Suspicious Activity Reporting (SAR).

Review and make recommendations to resolve AML and fraud related alerts.

File SARs for accounts (merchant) that need to be reported/escalated.

Investigate account which received chargebacks. Determine if chargebacks are fraud related and make decision.

BCforward January 2014-July 2016: Mountain View, CA

Compliance AML Analyst at Accenture (at Google)

Monitor customers’ account activity to ensure they are in compliance with our policies and Terms of Service.

Work on cases according to internal AML procedures and processes.

Review and report suspicious activity in a high-volume.

Work cross-functionally with other teams to investigate cases and dive into the details to accurately report cases.

Prepare Suspicious Activity Reports (SARs) and other required reports in compliance with established regulatory guidelines and time frames.

Insure customers will be in compliance with government requirements, regulations and due diligence with their products and services.

Ability to manage large databases successfully and compile, extract and analyze data.

Provide AML training to new team members and assist with compliance related matters.

Perform quality control on work performed by other team members.

Review customers’ appeals and take actions.

Work with engineers on improving internal tools.

Assisted in other area:

Manage the InfoAssurance tools/systems.

As InfoAssurance administrator I am responsible for providing access to company employees and TVCs to systems with access to payments PII (Personally Identifiable Information) and SPII (Sensitive Personally Identifiable Information).

Ensure that Google payments staff follow a standardized process to request access to any internal and third party systems containing sensitive information.

Grant access to individuals who have submitted requests via internal ticketing system. Ensure that the requester has undergone required trainings, background/criminal/credit checks have been performed and appropriate managers have approved system access.

Remove access when staff no longer need system access to perform their jobs, when they change teams, or when they leave company.

Perform ad-hoc projects, quarterly reviews/audits and other additional duties.

Morgan Stanley 2013-2014: Palo Alto, CA

Senior Service Associate

Perform daily operations, client service, and Financial Advisor support.

Provide account information to clients and Financial Advisors.

Learn the business and products in order to assist Financial Advisors.

Clerical duties such as handling telephones, mailing, filing and processing forms.

Welocalize Inc.

Language Content Analyst (at Apple) 2013 – 2013: Cupertino, CA

English/Russian/Ukrainian

Quality Control: Review and curate iTunes eBook media content to ensure compliance with Apple quality standards and customer expectations.

Collaborate with content providers to troubleshoot and resolve production and content -related issues.

Support the launch of bookstores in specific countries by providing support in English, Russian and Ukrainian languages.

Verify and correct metadata on books content that is imported into Apple’s internal database with the objective to help improve the presentation and search ability.

Troubleshooting display of books content visible in online bookstores.

HSBC Bank

Branch Operations Manager 2009 – 2013: San Jose, CA

Ensure the operational soundness and compliance of the branch.

Review the following operational procedures daily: KYC, Identifications, General Ledgers, Account approvals, Cash control, and Overdraft accounts.

Ensure branch sales activities and personnel comply with all applicable regulations.

Ensure the attainment of all satisfactory branch audits with zero exceptions.

Review all accounts opening documents before approving or submitting to centralized review areas.

Complete preliminary investigations into potential fraud and loss situations.

Review bank wires for accuracy/completion and release in timely manner.

Ensure prompt resolution of all customer service -related issues and complaints.

Ensure overall of appearance of the branch is appropriate.

Provide coaching to ensure service and operational staff attains their referral goals.

Oversee timely and accurate completion of all service requests (i.e. record changes, wire transfers, issuance of debit or credit cards, processing check orders).

Conduct operational meetings with all staff to communicate new procedures and training requirements.

Manage Customer Service Representatives to ensure proper servicing of banking needs of branch customers.

Oversee each branch sales professional’s process at account opening and maintenance to ensure compliance with all bank KYC/AML and operational standard. Instruct sales staff on how to correct and obtain proper documentation and ensure the proper recording of all necessary items when exceptions arise to ensure operational, compliance, KYC and AML soundness.

Provide support to all business partners; Financial Advisors, Mortgage Consultants, Business Relationship Managers.

Introduce customers to various insurance and investment accounts.

Contact potential clients to generate appointments through cold and warm calling.

Neiman Marcus

Sales Associate 2008 – 2009: Palo Alto, CA

Meet weekly and monthly sales quotas.

Provided excellent phone and in-person services and sales support.

Built and maintained strong client relationships.

Assisted to manage and update inventory on weekly bases and assisted in merchandising the department.

Assisted customers with enthusiastic/professional manner and provided outstanding customer service.

Accurately completed sale transactions using POS system.

Effectively shared product knowledge with clients.

Renata Bakery & Cafe

Manager 1998 – 2008: San Jose, CA

Established excellent working relationships with vendors.

Produced marketing activities, presentations and market analyses to maximize customer base and business growth.

Launched new product into marketplace to help increase revenue.

Held responsible for creating, estimating and proposing all quotes.

Generated new business while maintaining existing customer base.

Constantly strived to improve efficiency and company profitability.

Held responsible for staffing, training, purchasing, advertising and equipment upgrades.

Ensured all customers received excellent service.

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