Processing Specialist Customer Service

ASHYADEE M. PEREZ

C 813-***-****; ******@*****.***

Position: SENIOR ANALYST

PROFESSIONAL SUMMARY

Ms. Ashyadee has over twenty-seven years of experience managing multimillion-dollar business operations. Outstanding optimizing frameworks and cultivates cohesive teams to achieve and exceed business financial goals. A benchmark reporting, record keeping and relationship-building abilities. Successful establishing coordination and reports in the high-tech industry with other Latino countries around the world. Proficient in Spanish and various dialects.

EDUCATION

B.A., (Associate of Science), International Academy of Design and Technology Web Design; (2003)

M.S., (Master of Science), Arts Administration, Drexel University; (1994)

B.S., (Bachelor of Arts), Fine Arts with a Minor in Education, University of Puerto Rico; (1988)

EXPERIENCE

Citigroup

Sanctions Tax Regulatory PMO Senior Analyst-PEQR and QC Analyst AVP 05/2020 to 12/2022

• Oversee the execution of KYC Assurance framework at a global level.

• Coordinating Issue Management and Resolution (IMR) activities, deliverables and communicate any IMR related actions and process related reports for issues related to the QA Framework or QC Program.

• Ensure that feedback/root causes from various channels is consolidated and shared with regional contacts and management to allow for enhancements to Policy/standards and learning &development, as necessary.

• Review business quality, KYC procedure and quality training documents for adherence to KYC standards and GCB framework.

• Conduct independent reviews with select focus areas or target makers with GCB.

• Assist with project management and working across multiple geographies and time zones for feedback on quality results.

• Partners with Global KYC to support start-up of business-led projects at regional and country levels.

• Detect possible risks and mitigates/escalates as needed to resolve and achieve commitments to assure the viability, functionality and effectiveness of proposed solutions.

• Coordinate with local QA and QC teams to ensure consistent execution across GCB.

Citigroup

AML PMO UAT Hub - Operational Risk Analyst, AVP 07/2015 to 05/2020

• Manages peer reviews and quality of test cases

• Coordinates, revises, and authors test cases and scripts

• Assists in data staging tasks for test execution

• Ensures consistent communication of test execution status

• Manages defect management cycles

• Test execution tracking and facilitates project reviews

• Manage and adhere to execution milestones

• Implements best practices, process improvements and enforce the adherence to these

• Collects, analyzes and develops action plans to address lessons learned

Citigroup

AML PMO UAT Hub - UAT Testing Analyst 07/2014 to 07/2015

• Performed User Acceptance Test (UAT) for AML system initiatives

• Supported UAT Coordinator/UAT Test Lead in UAT Planning

• Performed Tests & re-tests, updated test scripts, and reviewed verification of test results.

• Maintained Test defects through a data quality center.

• Documented Test results analysis for management review

• Reported test results to UAT Coordinator/UAT Test Lead

• Analyzed and reported Risks to UAT Coordinator

JP Morgan Chase & Co

OFAC/AML Processing Specialist 07/2013 to 7/2014

• Analyzed Interface with clients and ensured that issues were addressed appropriately and accurately

• Acted as the point of contact for internal and external customers

• Resolved several daily client issues through product and process knowledge

• Analyzed client disputes and resolved complex issues

• Maintained issues logs and prepared monthly reporting metrics

• Established rapport with clients to deliver excellent service on a case-by-case basis

• Coordinated with management to resolve escalated client issues

JP Morgan Chase & Co

Foreign Currency Investigator, Treasury Services 07/2007 to 7/2013

• Investigated, documented, and resolved investigations of Foreign Exchange (FX) Trade payments cases.

• Performed investigations within strict timelines and resolved cases on behalf of retail and web customers, bank branches, and Customer Services Officers.

• Provided premier customer service to 100+ FX Trader hotline customers daily in English and Spanish.

• Interpreted SWIFT messages from overseas banks, external customers, and Customer Service Officers.

• Acted as Spanish language resource to team members and internal and external customers.

• Executed refunds in various currencies to customers by wire.

JP Morgan Chase & Co

Global Training Coordinator, Client Access 07/2005 to 7/2007

• Coordinated training for new JPMorgan Access users.

• Developed a detailed training curriculum plan.

• Provided high quality training process that equipped participants with real-time information.

• Delivered corporate client training using telephone, virtual demonstrations, and webinar.

• Supervised and coached participants after training.

JP Morgan Chase & Co

Primary Agent, Foreign Exchange 02/2001 to 7/2005

• Facilitated movement of customers’ foreign currency funds within strict timelines.

• Abided by strict risk and controls frameworks as dictated by the business

• Applied control mechanisms to transfers and client communications

• Verified customer identity and ensured accuracy of wire transfers.

FUNCTIONAL EXPERTISE

Administrative

CIP & KYC Analysis

Business Financial Management

UAT Testing

Acquisition Management

Risk Analysis & Mitigation

Program Management

SAR Filings

Information Technology

Project Management

Engineering

OFAC & Sanction Controls

Business Analysis

Global AML Regulatory Knowledge

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