Ana P. Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

- Providing ongoing support to the Consumer Protection Compliance & Fraud Risk Management Senior Manager in delivering priorities and strategic plans for Consumer Protection Compliance Program in the region- Conducting Consumer Protection Product Risk Reviews- Ensuring continuous improvement through review and challenge of policies, processes, training, operational issues that impact consumer protection regulations- Preparing detailed reports and recommendations based on investigative findings and present them to senior management- Assisting in the development and implementation of consumer protection policies, procedures, and best practices- Providing education and outreach to consumers, businesses, and other stakeholders on consumer rights and responsibilities- Staying current with changes in consumer protection laws, regulations, and industry trends

Dublin, County Dublin, Ireland

Accountable for ensuring company compliance with risk framework, policies, and procedures while incorporating risk consideration into decision-making. Assessed compliance with legislation to mitigate any potential anti-money laundering risks, updated policies, and maintained an accessible document library. Monitored transactions, investigated accounts, and managed escalations related to breaches and suspicious activity. Coached and trained teams on fraud and anti-money laundering compliance and conducted internal quality assurance checks to identify potential errors and ideal solutions.Key Achievements: - Hired as customer services specialist, following exceptional performance, recognised with rapid promotion to fraud and compliance investigator in September 2022- Reduced company losses by diligently identifying and addressing compliance and fraud cases involving suspicious activities. Reviewed the affected accounts and associated entities, implemented necessary limitations, requested critical documents and explanations, and issued 'Parting Ways' notices in cases of fraudulent activities.- Enhanced team performance and confidence through targeted mentoring and coaching sessions, focusing on fraud and compliance case management. Assessed individual challenges, including high re-contact rates, delivering personalised guidance to reduce these inefficiencies. Empowered new hires by boosting their self-confidence, enabling them to take decisive action independently.

Dublin, County Dublin, Ireland

Provided excellent customer service through outbound calls and emails, following KYC and KYB procedures and meeting SLA. Supported the team's quality work and helped solve any issues.Key Achievements: - Resolved customer issues by delivering exceptional service, managing incoming calls and mail, and achieving key performance targets. Overall customer satisfaction and loyalty were enhanced.- Coached underperforming colleagues with targeted sessions, at request of team leader, shared own best practices, and strategies. Resulting in significant improvement to performance targets after only a few sessions.

Dublin, County Dublin, Ireland

Reviewed the apps in given time in accordance to the policies set by the client, performed a wide variety of application policy reviews and ensured compliance with all client policies and guidelines.Key Achievements: - Delivered comprehensive reverse feedback on diverse policies and applications, leading to refined and more effective review processes.

Dublin, County Dublin, Ireland

Welcomed guests, provided efficient check-in/check-out service, responded to queries, engaged with different hotel divisions to optimise guest experience, and handled calls using a busy switchboard.Key Achievement- Enhanced customer loyalty by addressing a customer's room quality and noise level concerns. Assessed all available rooms, facilitated a change, and provided attentive service. This resulted in the customer choosing our hotel for all future visits to Dublin, a testament to our personalised care.

Advanced Certificate, Compliance

Certificate, Compliance

Master'S Degree, Secondary Education And Teaching

Master'S Degree, Education

Bachelor'S Degree, Language Interpretation And Translation