Versatile financial services and management professional with 14+ years’ experience elevating productivity, efficiency, regulatory compliance, security, and profitability of diverse operational platforms. Builds and leads dedicated teams of up to 5 staff focused on achieving objectives in alignment with strict policies, procedures, and guidelines. Nurtures collaborative work environments on global levels, driving sustainable business growth, service quality, and superior customer journeys. Advanced communicator with all levels of staff, management, and clients in English and Spanish:
- Achieved and maintained top client satisfaction and retention by working closely with individuals to assess and address individual needs.
- Provided teams with training, guidance, support, resources, and motivation to succeed within high-pressure environments.
- Successfully orchestrated investigations ranging in scale and complexity, blending advanced analytical, financial, and business acumen.
- Generated revenue and account base growth through strategic promotions, customised product presentations, and effective development / allocation of key talents.
Deliver analysis and support of OTT (Other Type of Tasks) within TRMS division of Amazon focused on UK and ES marketplaces. Plan and coordinate Amazon Payment Europe Compliance Department operations. Drive continuous improvements and overall productivity within high-pressure service platform.
• Conduct comprehensive investigation into suspicious activities, identified and targeting risks to company and customer profiles.
• Verify authenticity of customer activities through Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) investigations – utilising internal / external systems, databases, and other resources.
Played an instrumental role in ensuring compliance with regulations as well as corporate policies / procedures in anti-money laundering and counter-terrorism financing (AML / CTF) in addition to consumer protection and privacy.
Managed KYC process, encompassing investigation and verification of merchant accounts.
Maintained high levels of security via screening of customers through internal / external OFAC and PEP databases.
Pinpointed fraud patterns / trends as well as implement appropriate procedures to minimise impact.
Ensured quality maintenance of TRMS and compliance documentation in alignment with SOPs.
Implemented quality assurance and maintain related controls focused on investigators.
Collaborated in overall upkeep of site quality through enforcement of Amazon’s policy guidelines
Oversaw high-profile escalations, ensuring timely responses and resolutions.
Reduced staff attrition through effective management, motivation, coaching and engagement of 20 staff.