Eric Mcclean-Ouelhadj Email and Phone Number
➥ Accomplished and detail-oriented AML Quality Assurance Professional with 5 years of experience, including roles as a Quality Assurance Analyst/Officer and in KYC Operations. Expertise includes monitoring efforts on potentially higher-risk customers, conducting enhanced due diligence actions, and enhancing the operations of the banking organization➥ Proven ability to ensure anti-money laundering (AML) and BSA compliance efforts are effective, efficient, and fully adhere to regulatory requirements. Experience working within a health tech company to audit Customer Experience (CX) agents, ensuring strict adherence to standards and regulatory compliance➥ Leadership skills encompass delivering targeted coaching and training to improve key performance indicators (KPIs) and support the professional growth of agents➥ Proficient in leading and engaging in collaborative communications, working closely with various teams including BSA/AML compliance officers and stakeholders, conducting thorough reviews, identifying areas for improvement, and providing recommendations➥ Business acumen includes reviewing regulatory filings, analyzing data, handling enhanced due diligence (EDD) files, preparing suspicious activity reports (SARs), conducting customer due diligence (CDD) testing, and developing and executing comprehensive strategies to resolve KYC audits and financial crime investigationsCore Competencies➥ Quality Assurance Reviews ➥ Internal Policies ➥ Monitoring Alerts/Investigations➥ Due Diligence Screenings ➥ Articulate Complex Concepts ➥ Project Management➥ Regulatory Requirements➥ Identify Issues ➥ Implement Corrective Actions
Tort Experts
View- Website:
- tortexperts.com
- Employees:
- 50
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Intake Quality Assurance ManagerTort ExpertsDenver, Co, Us
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Payroll Care Advocate/CxGusto Feb 2024 - Sep 2024Denver, Colorado, United States➥ Provide top-tier customer service by effectively addressing small business owners' inquiries via email, chat, and phone➥ Stay well-informed about new products and features, ensuring customers receive timely updates for a superior experience➥ Handle administrative responsibilities such as scheduling customer calls and organizing meetings➥ Empower small business owners by educating on the advantages of the Gusto platform➥ Collaborate seamlessly with internal and external teams to resolve a variety of issues promptly➥ Utilize in-depth knowledge of partner companies to offer customized solutions that meet the unique needs of each customer -
Quality Assurance Analyst, Officer, Kyc OperationsBank Of The West Jun 2022 - Feb 2024Denver, Colorado, United States➥ Developed and executed a comprehensive strategy to resolve KYC audits previously categorized as unsolvable, ensuring completion before the end of the quartero Established daily resolution targets to meet the deadline and evenly distributed tasks among team members. Created a tracking document to monitor progress and personally contributed to resolving numerous caseso Successfully cleared the backlog ahead of schedule, enabling the company to meet SLA deadlines and prevent future accumulation of pending tasks. This initiative maintained a manageable workload for the team and enhanced operational efficiency for subsequent quarters➥ Implement comprehensive steps to gain deep insights into customers anticipated financial transactions in their new accounts through a robust monitoring program, ensuring a thorough understanding of each customer➥ Differentiate between low-risk and high-risk customers by comprehensively analyzing their entire banking relationships➥ Serve as the cornerstone of an effective anti-money laundering (AML), counter-terrorism financing (CTF), and sanctions compliance program -
Quality Assurance SpecialistRally Health Aug 2021 - Jun 2022Denver, Colorado, United States➥ Revamped the quality assurance rubric to align with revised expectations and standards. Implemented necessary updates within the QA team to ensure the rubric accurately reflected these new benchmarkso Adjusted the weight of each question to match the updated standards and incorporated a new section on empathy, in line with the company’s latest focuso Aligned team members’ scores with current expectations, allowing managers to coach more effectively on specific metrics. This strategy led to measurable improvements, including a 20-point increase in TNPS, driven by the addition of the empathy category➥ Established an Engagement and Appreciation Committee to enhance team morale and improve performance metricso Dedicated time each month to organize unique events, such as contests and games, enabling team members to earn prizes. Collaborated with various managers and the legal department to ensure feasibility and budget compliance, maximizing the value and impact of each evento Initiatives motivated team members to participate actively, aiming for rewards and recognition. Each event was strategically aligned with key performance metrics, resulting in positive outcomes across the board and fostering a sense of appreciation among the teamo As a result, KPIs improved significantly, QA scores increased, and overall team morale and engagement with the company were elevated -
Consumer Support SpecialistRally Health Aug 2020 - Aug 2021Denver, Colorado, United States➥ Engaged in training events to stay updated on new features and enhancements, regularly sharing this knowledge with users➥ Supported a SaaS product by effectively resolving client inquiries and concerns, providing exceptional service, and following up on any outstanding issues or questions➥ Consistently exceeded performance metrics, including NPS, productivity, and QA reviews➥ Contributed as a member of the Engagement and Appreciation Committee, organizing monthly and weekly activities to foster positivity and engagement within the work community➥ Maintained high scores in all key performance indicators while conducting shadow sessions with team members to coach them on skill sets and techniques
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Client AdvisorGucci Jul 2018 - May 2020Bal Harbour, Fl, United States➥ Retained clients through strategic outreach via multiple channels using a CRM database and company tools to tailor communications effectively. Fostered and strengthened relationships by creating personalized experiences➥ Achieved significant results by focusing on targeted company metrics and KPIs, with over $2.5 million in sales. Participated in training and workshops to gain knowledge of company culture and directives. Performed administrative duties including answering calls and emails, following up on inquiries, and managing various tasks -
Senior StylistThe Webster Jul 2017 - Jul 2018 -
StylistIntermix Dec 2014 - Sep 2017Bal Harbour, Fl
Eric Mcclean-Ouelhadj Education Details
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Fashion Merchandising
Frequently Asked Questions about Eric Mcclean-Ouelhadj
What company does Eric Mcclean-Ouelhadj work for?
Eric Mcclean-Ouelhadj works for Tort Experts
What is Eric Mcclean-Ouelhadj's role at the current company?
Eric Mcclean-Ouelhadj's current role is Intake Quality Assurance Manager.
What schools did Eric Mcclean-Ouelhadj attend?
Eric Mcclean-Ouelhadj attended The Art Institutes.
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