Vice President Customer Service

SANDRA LAVERNE WALKER, BSc, MBA, Int.Dip (AML), Int.Dip (Comp), FICA

**** ********* ** **, ********** DC, USA 20007-1561 Tel: 202-***-****

Email: *******************@*****.***

Professional Summary

Dynamic compliance and customer service professional with over 15 years of experience across regulatory compliance, privacy management, onboarding, and customer relationship management. Promoted to Assistant Vice President for outstanding client account management, KYC/AML compliance, and operational efficiency. Demonstrated ability to generate $150K in annual unrealized gains, improve client satisfaction, and motivate teams for exceptional service delivery. Skilled in handling documentation with precision, coordinating high-profile events, and cultivating a productive team culture. Core Competencies

• Compliance Program Development & Audits

• Customer Relationship Management (CRM)

• Onboarding and KYC Due Diligence

• Event Planning and Coordination

• Document Management & Quality Control

• Staff Training, Development, and Motivation

• Budget Oversight and Financial Analysis

• Microsoft Office Suite (Word, Excel, SharePoint) Professional Experience

Chief Compliance Officer / Money Laundering Reporting Officer Paradise Games (Bahamas) Limited, Bahamas

2018 – 2023

• Led compliance operations and supervised a team of 4, achieving a 20% improvement in reporting accuracy.

• Drove onboarding efforts for new clients, improving onboarding satisfaction by optimizing documentation and response times.

• Developed operational controls resulting in $150K annual gains and enhanced client trust through regulatory compliance.

• Trained 250 employees in compliance and service protocols, fostering a culture of adherence and professionalism.

Assistant Vice President – Customer Relationship Manager / Compliance Specialist

Pictet Bank and Trust Limited, Bahamas

1999 – 2017

• Managed a portfolio of high-net-worth client accounts, ensuring excellent client relationship management and regulatory compliance.

• Conducted comprehensive onboarding and KYC verification for new clients, streamlining the documentation process by 25%.

• Supported event coordination for key client meetings and conferences, achieving high attendance and positive feedback.

• Supervised 5-member reconciliation team, implementing process improvements that increased efficiency by 30%.

• Conducted client and financial documentation reviews with the Bahamas Securities Commission for full compliance.

Administrator – Treasury and Securities Department Unibanco – Uniao de Bancos Brasileiros S.A., Bahamas 1997 – 1999

• Oversaw the processing of financial transactions and client loan documentation, enhancing accuracy and client satisfaction.

• Collaborated with colleagues in New York to manage urgent treasury transactions and cross-departmental communication. Income Auditor – Accounts Department

Radisson Cable Beach Resort & Casino, Bahamas

1995 – 1997

• Conducted comprehensive audits for client-facing programs, trained front desk staff, and reduced error rates by 15%.

Operational and Sales Manager (Part-time)

All Seasons Florist, Bahamas

1989 – 1995

• Developed telemarketing programs, improved customer engagement, and increased sales through targeted training.

Education

• Master of Business Administration (MBA) – Nova Southeastern University, 1996-1998

• Bachelor of Science in Hotel Management – University of the West Indies, 1992-1995

• Associate Degree in Business Management – College of the Bahamas, 1988-1991

Certifications

• International Diploma in Anti Money Laundering – International Compliance Association

• International Diploma in Compliance – International Compliance Association

• Local Series 7 Certificate – Securities Institution, Securities Training Institute Technical Skills

• Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint)

• CRM Systems and Document Management Tools

• Caratnos Reconciliation System

• Compliance and Onboarding Software

Professional Memberships

• Fellow, International Compliance Association (FICA)

• Member, Bahamas Association of Compliance Officers (BACO) Charitable Interests

• Treasurer, Rotary Club of Nassau District 7020 (2021-2023)

• Paul Harris Awardee and Rising Star Recipient (2020) References

Available upon request.

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