Project Manager Customer Service

PROSPER DONDASSE

BETHESDA, MARYLAND ***** • 202-***-**** • ************@*****.***

Professional Summary

Experienced and hardworking Project Manager with more than 15 years of experience driving unique projects and leading effective teams..

Core Qualifications

• Proven ability to deliver projects on time, on

budget, with quality under tight deadlines

• Experience of managing teams and

providing hands on training to teams either

on a individual or group basis a big plus

• Excellent communication skill and ability to

engage stakeholders in different location

• Experience in Operations management with

a proven track record

• Performs Quality Assurance reviews of the

KYC Analyst's output and provides

feedback on the findings

• Identifies special training needs that may

benefit the KYC Analysts

• Team Building & Mentoring, Business & IT

Planning.

• Clear, Salesforce, World base, World check,

Google search, LexisNexis, Regulatory Data

Corp (RDC), Word, PowerPoint, Excel,

Mantras, Hummingbird, Salesforce, Word

base, Word check, LexisNexis, Regulatory Data

Corp (RDC), Word, PowerPoint, Host, Mantra.

• BSA, USA PATRIOT Act and OFAC, analytical

skills.

• Possess strong written and oral communication

skills; ability to communicate to all levels of

management including executive management.

Experience

PROJECT DELIVERY MANAGER/CORE BANKING PROJECT MANAGER, 01/2022 to 10/2022 FIS – Orlando, FL

• Serve as the senior point of contact for KYC due diligence teams

• Participate in annual AML discussions with clients as needed

• On behalf of Global KYC management, partner with large team of stakeholders to evaluate and design reasonable solutions for key KYC change events

• Identify training needs and work with WCOB Training Function and Manager to ensure development of related training materials specific to negative media dispositioning

• Manages a group of approximately 7-12 KYC Analysts who are accountable for conducting due diligence reviews of Business Banking customers

• Performs the day to day management of a team of Analysts, including coaching and providing ongoing performance feedback

• Tracking performance of individual team members over time to evaluate performance, learning and capability

• Explaining work process and procedures

• Planned and arranged meetings with external organizations and individuals, enabling parties to meet and discuss project progress.

Financial Crimes Operations / Delivery Program Man, 11/2021 to 02/2022 ASTON CARTER – San Fransisco, CA

• Acts as BSA and AML SME to identify process improvements, respond to inquiries from internal business partners and provide content for various training initiatives

• Ensures regulatory compliance by providing BSA/AML SME through review of investigative process, QA/QC trends, and provides communication of results to management and team members

• Effectively identify, document and escalate suspicious activity to senior analysts for investigation for potential SAR reporting

• Perform background investigations using public and private databases in accordance with AML and other regulatory standards to identify possible risk associated with issuers and clients

• Drove operational improvements which resulted in savings and improved profit margins.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Learned new skills and applied to daily tasks to improve efficiency and productivity.

• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

• Successfully maintained clean, valid driver's license and access to reliable transportation.

• Improved operations through consistent hard work and dedication.

• Developed team communications and information for meetings.

• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Delivered services to customer locations within specific timeframes.

• Actively listened to customers' requests, confirming full understanding before addressing concerns.

• Participated in team-building activities to enhance working relationships. Fraud and Risk Analyst, 08/2019 to 11/2021

BANK OF THE WEST – Dallas, TX

• Provides relevant findings of investigations to AML/BSA Group for proper BSA reporting

• Identifying suspicious activity, investigate patterns / typologies and work on appropriate solutions

• Conducts analysis and fraud investigations, coordinates with other departments on identification and reporting of fraud, communicates with customers when appropriate

• Recommends account closure where appropriate to minimize loss.

• Analyzed large amounts of data to find patterns of fraud and anomalies

• Contacted customers directly to notify of fraudulent activity and minimize impacts

• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity

• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime

• Provided exemplary level of customer service to clients and company personnel

• Testified in court for both civil and criminal cases, answering questions honestly and respectfully

• Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case

• Resolved problems, improved operations, and provided exceptional service

• Increased customer satisfaction by resolving issues

• Successfully maintained clean, valid driver's license and access to reliable transportation

• Monitored company inventory to keep stock levels and databases updated

• Collaborated with team members to achieve target results

• Contacted customers directly to notify of fraudulent activity and minimize impacts.

• Analyzed large amounts of data to find patterns of fraud and anomalies.

• Summarized all key information regarding investigation into detailed report for delivery to client.

• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

KYC ANALYST, 04/201 to 08/2019

REGIONS BANK – DALLAS, TX

• Responsible for end-to-end management of client KYC process including liaison across business, compliance, and operations

• Acted as liaison with Compliance Department and senior management within Business units supported.

• Conducted KYC formality reports on questionable accounts and transactions

• Adjusted end-to-end KYC process needs to align with workforce capabilities

• Consulted with compliance department to create regulatory reports

• Provided input to company decisions for prospective suppliers

• Interpreted evidence from multiple tools and systems to determine legitimacy of customer behavior

• Monitored testing results on related controls from business unit compliance officers

• Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review

• Partnered with client-facing teams to collect legal documents and associated information for regulatory and internal policies

• Performed periodic reviews and reports on merchants to comply with rules, regulations and KYC requirements

• Refined tools and practices to optimize manual reviews

• Conducted thorough reviews for high risk clients based on stratified risk level guidelines

• Offered internal support for audit, compliance and reporting activities

• Reviewed new prospect KYC documents to meet requirements and determine business model risk

• Improved understanding of financial statements, which helped in assessing risk

• Reviewed customer files on regular basis to make sure receivables were in sound condition

• Complied with internal controls and government regulations

• Performed credit reviews on corporations to assess financial conditions

• Facilitated communication with onboarding team to gather information and onboarding documentation

Education

CISM certification: 07/2022

CISA - San Francisco, CA

ACAMS certification: 12/2021

ACAMS - San Francisco De Las Llagas, CA

Certificate)PMP: 05/2021

PMI - California City, CA

CompTIA S: 08/2020

Comptia - San Francisco De Las Llagas, CA

09/2020

Concordia Saint Paul University - Concordia, MO

CEH: 08/2020

Comptia - San Francisco, CA

MBA: cybersecurity risk management, 2015

University of Maryland - College Park Maryland

BS: Information Systems, Cyber Security, 2013

University of the Potomac - Washington DC

Associate Degree: Information Systems, 08/2011

Potomac College - Washington DC

BS: Finance Accounting 7/2003

University de Bordeaux

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