Customer Service & Cybersecurity Risk Analyst
Resume:
SHUAIB BATULA, CISA, CISM
Customer Service Representative Risk Analyst.
Address: Houston, TX.
Email: *************@*****.***.
Cell: 346-***-****.
PROFESSIONAL SUMMARY.
Results-driven customer service professional with 7+ years of experience delivering high-quality support in healthcare and financial services environments. Skilled in managing high call volumes, resolving complex customer issues, and guiding members through benefits, eligibility, and claims with clarity and empathy. Adept at multitasking across multiple systems while maintaining accuracy and compliance with strict regulatory standards. Recognized for strong communication, attention to detail, and the ability to de-escalate challenging situations while ensuring customer satisfaction. Committed to providing efficient, compassionate support and contributing to team performance in fast-paced, remote environments.
CORE COMPETENCIES.
- Customer Service & Member Support
- Phone, Email & Chat Communication
- Conflict Resolution & De-escalation
- Attention to Detail & Accuracy
- Time Management & Multitasking
- Documentation & Data Entry
- Compliance & Confidentiality (HIPAA-aware environments)
- CRM & Systems Navigation
- Clear Verbal & Written Communication.
- Problem-Solving & Critical Thinking.
- High-Volume Case Handling.
- Contractual Security & Vendor Clause Reviews.
- Security Architecture & Risk Advisory.
- Cross-Functional Leadership & Stakeholder Engagement. PROFESSIONAL EXPERIENCE.
HSBC Bank - United States
Security Analyst / Lead Reviewer.
November 2023 - Present
Lead complex cybersecurity risk assessments for global third-party vendors supporting cloud services, SaaS platforms, financial services infrastructure, and fintech integrations. Provide risk advisory to business leaders and executive stakeholders to ensure vendor environments meet enterprise security and regulatory requirements. Key Responsibilities
- Lead enterprise vendor cybersecurity assessments across cloud, SaaS, and infrastructure providers supporting HSBC’s global risk and compliance objectives.
- Conduct detailed security control evaluations aligned with ISO 27001:2022, SOC 2, NIST CSF, SIG, and FFIEC frameworks.
- Provide authoritative risk opinions and residual risk determinations as Lead Reviewer.
- Advise internal business teams on vendor security architecture, regulatory requirements, and cybersecurity best practices.
- Perform contractual security clause reviews and recommend appropriate security language and vendor safeguards.
- Partner with Enterprise Risk, Legal, Procurement, Compliance, and Security teams to maintain strong vendor risk governance.
- Lead vendor risk remediation tracking and mitigation strategies for identified security gaps.
- Deliver executive level risk reports and dashboards that support strategic decision-making.
- Support platform optimization and workflow automation to improve vendor risk management processes.
Key Achievements
- Reduced vendor assessment cycle time by 35% through workflow optimization and improved review processes.
- Strengthened regulatory alignment across SOC 2, ISO 27001, and NIST CSF frameworks.
- Improved executive risk visibility through enhanced reporting and analytics. TD Bank - United States.
Risk Analyst
September 2020 – October 2023.
Conducted comprehensive vendor cybersecurity and operational risk assessments for banking technology partners and service providers.
Key Responsibilities
- Performed vendor security assessments for fintech partners and critical banking service providers
- Supported development and implementation of enterprise TPRM frameworks and risk scoring models
- Evaluated vendor contracts, SOC reports, and regulatory documentation to identify risk exposure
- Collaborated with IT security, legal, procurement, and compliance teams to manage vendor lifecycle risk
- Produced executive risk summaries and remediation tracking dashboards
- Led ongoing monitoring programs to ensure vendor compliance with contractual and regulatory obligations
Key Achievements
- Improved vendor onboarding risk review efficiency by 30%.
- Strengthened regulatory audit readiness through improved documentation and control evidence tracking.
NES Health
Customer Service Representative
January 2017 – August 2020.
Help members navigate benefits, resolve billing or claims issues, and provide clear, empathetic support while ensuring accuracy and compliance.
Key Responsibilities
- Handled high-volume inbound and outbound calls assisting members with benefits, eligibility, and claims inquiries.
- Explained complex healthcare information in a clear and simple manner.
- Resolved account discrepancies by verifying information and coordinating with internal teams.
- Processed enrollment updates and eligibility changes with strong attention to detail.
- De-escalated frustrated customers using empathy and active listening.
- Maintained accurate documentation of all interactions.
- Navigated multiple systems to research and resolve issues efficiently. Key Achievements.
Recognized for consistently resolving complex member issues with minimal escalations. Amazon.
Customer Service Representative.
March 2014 – Dec 2016.
Key Responsibilities
- Provided exceptional customer support via phone, chat, and email in a fast-paced, high-volume environment
- Resolved a wide range of issues including orders, refunds, account access, and delivery concerns
- Maintained high performance metrics, consistently meeting or exceeding targets for response time and customer satisfaction
- De-escalated frustrated or upset customers by staying calm, empathetic, and solution-focused
- Utilized internal systems to research, track, and resolve inquiries accurately and efficiently. Key Achievements.
Recognized for consistently exceeding performance metrics and delivering positive customer experiences in a high-volume setting
TECHNICAL SKILLS & TOOLS
CRM: Salesforce and Dynamics 365.
Risk Platforms: Archer, ServiceNow, Remedy,, ConnectWise Security & Compliance Frameworks: SOC 1, SOC 2, ISO 27001, NIST CSF, HITRUST, SIG Cloud & Infrastructure: AWS, Microsoft Azure, Network Segmentation, DMZ Architecture Productivity & Reporting: Microsoft tools and Google tools. CERTIFICATIONS
Certified Information Systems Auditor (CISA)
Certified Information Security Manager (CISM)
EDUCATION.
Bachelor of Science - Computer Science.
I-Fatoss University, Benin.
Dean’s Honors.
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