Customer Service Regulatory Compliance

Camila Lewis

Lithia, FL ***** +1-843-***-**** ******.*********@*****.*** Linkedin

Professional Profile

Experienced compliance and customer service professional with a strong background in financial sector regulations, complaints management, and process improvement. Adept at conducting root cause analysis, ensuring regulatory compliance, and enhancing customer service operations. Skilled in mentoring teams, resolving conflicts, and drafting regulatory-compliant reports. Bilingual in English and Portuguese with excellent analytical and problem-solving skills.

Education

Bachelor’s Degree in Languages and Literature (Portuguese and English) The Western University of São Paulo (UNOESTE), Brazil Graduated: 12/2010 Certifications

FinTech Security and Regulation (RegTech) – The Hong Kong University of Science and Technology Regulatory Compliance Specialization – University of Pennsylvania Introduction to Cybersecurity Fundamentals – Coursera Instructor Network Ombudsman Certificate – FEBRABAN (Brazilian Federation of Banks) HIPAA Compliance Certification - Concorde Career College Dental Assistant - Concorde Career College

Key Skills

Customer Complaint Resolution & Conflict Management • Regulatory Compliance (KYC & AML) • Root Cause Analysis & Process Improvement • Case Investigation & Reporting • Final Response Drafting & Regulatory Correspondence • Cross-functional Collaboration & Stakeholder Engagement • Team Mentorship & Training

• Bilingual: English & Portuguese • Ninjas • Watson • Zendesk • Twilio • Slack • CRMs • Call Center Support & Phone Assistance • Troubleshooting

Professional Experience

Complaints Analyst – Wise, Tampa, FL 02/2024 – 05/02/2025 Thoroughly reviewed and understood customer complaints using internal tools. Conducted root cause analysis to identify systemic issues and suggest improvements. Communicated clearly with internal teams to gather necessary information. Referenced relevant terms of use and customer agreements to support case resolutions. Utilized tools like Ninjas, Watson, Zendesk, Twilio, and Slack effectively. Provided clear summaries, timelines, and outcomes in customer communications. Demonstrated a customer-first approach, displaying empathy and aiming for solutions that enhanced satisfaction. Crafted well-drafted, regulatory-compliant final responses. Kept systems updated with proper records and audit trails. Completed all administrative tasks efficiently and in line with regulatory standards. Engaged in mandatory and self-directed training to stay up-to-date. Provided guidance to the Customer Support team on complex cases. Offered proactive feedback and suggestions to improve processes and customer experiences. Assisted customers over the phone, providing empathetic and effective support for complex inquiries and complaints. Troubleshoot issues and guided customers through solutions in real time during calls. Lead Orthodontic Assistant – Dietmeier Orthodontics, Denver, CO 03/2021 – 05/2023 Supported orthodontic operations with a focus on regulatory compliance, patient communication, and service resolution. Acted as a primary point of contact for patient concerns, addressing service-related issues and escalating complaints when needed to ensure timely and satisfactory outcomes. Managed appointment coordination and insurance processing while maintaining strict adherence to HIPAA and health safety standards. Trained and mentored new team members on compliance protocols and customer service excellence, contributing to a consistent and patient-centric experience. Participated in high-focus projects requiring attention to detail and accuracy in documentation, patient follow-ups, and compliance reporting. Assisted customers over the phone, providing empathetic and effective support for complex inquiries, insurance claims, and complaints. Analyzed insurance claims and documentation to ensure accuracy, compliance, and proper resolution.

Additional Experience

Perfect Teeth — Pediatric Dental Assistant 2020–2021 AuPairCare Live-In Childcare — Exchange Student 2015–2017 Osvaldo Martins State School— School Teacher 2014–2015 Yázigi — ESL Teacher 2014

Nissan Motor Corporation — Car Salesperson 2011–2013 Anglo Prudentino School — Education Assistant 2009–2011 References

Professional references provided upon request.