Emma Gorman Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

Performing KYC and DD checks for onboarding new merchants submitted by internal sellers, Partners, Corporate, Channel and Relationship Managers. This involves precise attention to detail all within a strict SLA.Completing daily Sentinel screening of PEPs and HRIs, and acting on any matches found by requesting required docuementation within a timely manner to fulfil our regulatory obligations. Proficient in using VAPP2, Salesforce, Citrix (ACOM, Edoks), Vision Net, Companies House, Experian. Experience in completing other ad hoc or non-application tasks such as weekly reports of case numbers and return rates, managing mailboxes contacted by our internal sellers and external Partners, reviewing orders for additional terminal orders for merchants prior to sending to the leasing company, FDGL. Solely responsible for managing the AIBMS business controls relationship with Braintree Payments and Pivotal. Compiling documents for audits and other retropectve projects when requested. Collaborating on new projects and processes in Business Controls, such as the review of our policies against the 5th AML Directive, compiling and editing our AML requirements guide for all sellers and assisting with the creation and testing of a risk calculator. Part of the testing group for Salesforce Lightning, to be rolled out across the company. Completiion of the ACAMS exam which helped increase my knowledge on the international standards and risk-based approaches for detecting and preventing money laundering and terrorist financing.

Dublin

Qualification of sales leads from various sales channels and conversion to sales appointments for the field sales team. Achieved 120% of my target.I use Salesforce (CRM) to prospect and qualify leads for the sales team, field and Clover specialists. I inform merchants about available business products (POS card terminals, EPOS systems/Clover, online and over-the-phone solutions/Authipay).

Dublin

3rd party pre-sales – Qualification of sales leads from various sales channels and conversion to sales appointments for the field sales team. Achieved 120% of my target.I use Salesforce (CRM) to prospect and qualify leads for the sales team, field and Clover specialists. I inform merchants about available business products (POS card terminals, EPOS systems/Clover, online and over-the-phone solutions/Authipay).

Dublin

I worked in a contact centre in Dublin, providing customer service and sales over the phone. I worked independently and as part of a team of ten people. I was responsible for setting up accounts for new customers, raising complaints cases to send to the relevant departments, account management, checking account balances, payments and bills for customers, upgrading and changing packages to suit the customer’s needs, dealing with fault issues, directing customers to the correct department for their queries and providing general information. I was required to maintain excellent call quality and customer satisfaction, and I was subject to call monitoring and assessment to reach my daily, weekly and monthly targets. This position required daily use of several computer systems. Quick-thinking and problem-solving skills were salient in resolving customer issues. I am highly customer-focused; I received recognition for my excellent call quality skills in Firstsource, which I used in coaching and providing one-to-one feedback sessions with team members. I was also required to give a short presentation on ‘call quality skills’ to my team. Following this position, I returned to university as a full-time student.

Dublin

I worked independently and I approached customers upon arrival in the branch to assist them with their daily banking transactions by demonstrating how to use phone, internet and self-service banking machines. I explained the benefits of using self-service machines rather than using cashiers for transactions. Friendly and helpful communication was necessary in persuading customers and to reach my targets.

Dublin

I worked both independently and with a team in the sales department. This role required communication, initiative and organisational skills. Duties included working on the shop floor, rearranging and replenishing the stock. I was till-trained and completed a course in manual handling.

Dublin

My duties included general administration and office work, scheduling daily sales and studio appointments, customer service, and training in family portrait photography. I was expected to work on my own initiative. I assisted in several studios across Dublin, including PixiFoto Swords and Carrickmines, and Portrait Place in Debenhams, Henry Street.

Master'S Degree, Cultural Sociology, Gpa 3.76 First Class Honours

My thesis, titled, "From Immigration to Assimilation? Application and evaluation of the ‘race relations cycle’ for Polish, Indian.

Bachelor Of Arts (B.A.), Art History And Geography, Gpa 3.69 First Class Honours

Leaving Certificate, Seven Honours Subjects