Customer Service Operational Risk

LIGIA SIBAJA

Miami FL Phone: 1-786-***-**** *************@*****.*** www.linkedin.com/in/ligia-sibaja-283333134 WORK EXPERIENCE

Miami Dade College Miami, FL 03/2023 to Current

Clerk, Admissions & Registration

Extensive knowledge of Florida's education system policies and regulations, with experience applying them to admissions, registration, and financial aid processes, and a strong commitment to providing exceptional customer service. Banco Ficohsa Nicaragua 2015 - 2020

• Sr. Operational Risk Specialist 02/2018 to 02/2020 Led risk assessment and monitoring projects to identify, evaluate, and mitigate organizational risks. Implemented tools like SafetyCulture, defined Key Risk Indicators (KRIs), and conducted thorough risk self-assessments.

• Head Fraud Monitoring Center 12/2017 to 02/2018

Monitored Industry Trends, Ensured Process Compliance, Enhanced Customer Satisfaction and Managed Fraud Control Team.

• Fraud Monitoring Specialist 02/2017 to 09/2017

Investigated suspected fraud transactions in real time and participated in process audits.

• Operational Risk Specialist 10/2015 to 02/2017

Adhered to company policies for process review, identified key procedures and risks, coordinated area-level risk measurement (safety culture, KPIs, gap analysis), participated in controls and audits, managed compliance with action plans, developed and institutionalized policies. Citibank Nicaragua 2011 - 2015

• Compliance and Risk Control Analyst 07/2014 to 10/2015 Worked with cross-functional teams to review and coordinate risk measurement, audit controls, and ensure regulatory compliance with anti- money laundering standards. Supported risk management and key activities, including business continuity, information security, and records management, to strengthen organizational resilience.

• Administrator of Supplier Contracts 02/2014 to 07/2014 Managed sensitive information, maintained records and databases, and supervised bidding projects, ensuring timely execution within budget.

• Purchasing Officer 05/2011 to 02/2014

Evaluated suppliers, expedited purchase orders, verified requisitions, and applied negotiation strategies to meet budget goals. EDUCATION

Miami Dade College Assoc. Cybersecurity Miami – FL 2025 - Current Universidad Nacional de Ingeniería BSc. Industrial Engineering Nicaragua – 2011 Universidad Nacional de Ingeniería Postgrad Financial Management Nicaragua – 2017 Development courses relevant

Cert Business Intrapreneur Operative - Miami Dade College 2024 Human, Spiritual, and Intellectual formation for leaders - Brazil 2020-2022 Emotional Intelligence and Change Management - Dale Carnegie – 2018 Executive coaching applying neuro leadership & Human - UNI -2017 Transparency in financial operations – ASOBANP – 2017 Management, control, Money Laundering and Terrorism risk - ASOBANP – 2012- 2017 Risk Management - CITI – 2014 Fraud Awareness Training - CITI -2013 Manager's Control Assessment - CITI – 2012 Continuity of Business - CITI – 2012 Training as an agent of change - UNI – 2009 Service Engineering - UNI – 2009 SKILLS

• Analytical skills: Data analysis and risk assessment Regulatory compliance and governance Risk mitigation strategies Strategic thinking Information security: Data protection and compliance with standards like ISO 9001 Communication skills Identification, Assessment, Mitigation of financial and operational risk prevention of money laundering and financial fraud tools as SafetyCulture quality control

• Responsiveness and Accountability: Ability to respond swiftly to urgent requests with responsibility and a problem-solving focus.

• Personal development and leadership: Self-development and leadership to take initiatives.

• Technical Proficiency Systems: Microsoft Office, COBIS, ECS+, Salesforce/Vision+, Base24, Epower, Citi Risk, AutoCAD, SketchUp. LANGUAGES

English Portuguese Spanish

References and Additional Documents, Available on request.

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