Isabella Porto Email & Phone Number

Milton Keynes, England, United Kingdom

Key Responsibilities: I oversee a team of KYC/CDD analysts (managing Malta, Ireland, the United Kingdom, Italy, Portugal and Spain) ensuring compliance withregulations and company policies while driving performance excellence. I establish robust KYC/CDD policies and procedures to mitigate risks and maintain regulatory compliance. Building strong relationships with internal stakeholders, I provide updates, seek approvals, and address any concerns. I also design and deliver comprehensive training programs to keep our analystsinformed about industry trends and best practices.Key Achievements:- Achieved an outstanding 50% reduction in service level agreements by consistentlysurpassing monthly check targets.- Spearheaded innovative approaches to regulatory compliance, leading the team insuccessfully reviewing 4800 UK Accounts as part of the UK Review, thus avoiding fines.- Established the highest average quality rate in the country with an impressive 99% qualityrate for the quarter.- Streamlined processing capabilities by orchestrating KYC verifications within aremarkable two-hour timeframe from the first entry in the queue.

Milton Keynes, England, United Kingdom

Key Responsibilities: I conducted thorough customer due diligence processes, ensuringadherence to AML/CTF regulations and company policies. I meticulously managed documentationand records, safeguarding accurate and secure files, transaction records, and compliancedocumentation. I proactively investigated high-risk customer profiles and suspicious transactions,collaborating with stakeholders to implement effective risk mitigation strategies. I enhanced theaccuracy and efficiency of new account evaluations by introducing improved assessmentmethodologies and utilising reliable resources to verify account information.Key Achievements:- Spearheaded the creation of meticulously documented client profiles that met regulatoryand internal compliance standards, demonstrating keen attention to detail and strictadherence to KYC procedures during screenings of existing clients.- Showcased exceptional organisational skills and precision in safeguarding client andaccount information within bank systems, ensuring accurate and up-to-date records thatenabled seamless operations and reliable data access.- Enhanced efficiency and fostered a positive client experience by closely monitoring theend-to-end process of client onboarding, identifying bottlenecks, and implementingprocess improvements that streamlined the onboarding journey.

Milton Keynes, England, United Kingdom

* Conducted personalized risk assessments, categorizing clients based on their risk profiles, and implemented robust risk mitigation strategies.* Utilized relevant resources and tools to gather and validate client information, ensuring accuracy and completeness.* Personally identified and resolved issues related to client documentation and data quality, ensuring precise and comprehensive client profiles.* Proactively identified non-compliance issues or procedural gaps, offering personal recommendations for corrective measures to enhance overall compliance effectiveness.* Achieved outstanding results by efficiently managing and resolving all KYC-related matters within established SLAs, ensuring prompt resolution and mitigating compliance risks or delays.* Spearheaded valuable recommendations for process improvement through a comprehensive analysis of existing policies and procedures, particularly in the areas of new customer research and account analysis.* Fostered the integrity of documentation by promptly reporting instances of discrepancies and actively participating in initiatives to enhance controls and efficiency, including process enhancements, workflow modifications, and the implementation of technology solutions.* Collaborated with cross-functional teams to verify companies spanning the United Kingdom, Ireland, and Malta, meticulously adhering to KYC/Risk rules specific to each jurisdiction.* Leveraged advanced systems such as JIRA, Dynamics, and Jumio to expedite the resolution of outstanding AML/KYC issues.* Conducted risk assessments and ensured compliance with company regulations through meticulous e-commerce checks for CBD merchants and sales of restricted products.

Milton Keynes, Reino Unido

Brazil

Tracked customer feedback and analysed data to identify areas for improvement, effectuating measures to enhance customer satisfaction and meet SLA/KPI requirements. Collaborated with the sales team to define and enact procedures that boosted customer support and identified areas for improvement, ensuring seamless customer experience.• Achieved a 90% customer satisfaction rate by resolving complaints and conducting in-depth investigations, bolstering customer loyalty and future sales.• Secured top company-wide customer satisfaction rating through prompt inquiry responses and publiccommunications, enhancing trust in our products and services.• Collaborating proactively with the Training and Development team to strategically re-design the Customer Vulnerability process.• Coordinating and facilitating call calibration sessions with key stakeholders to ensure alignment and consistency across the board.

Brazil

Operated thorough customer service checks and risk assessments to ensure compliance with regulatory requirements and mitigated potential fraud risks. Conducted detailed anti-fraud investigations, analysed transactional data and identified suspicious patterns to assess the risk of fraud in card issuing/acquiring and bank account payments. Liaised with risk teams to provide valuable insights into observed fraud patterns, contributing to the development of effective fraud prevention strategies.• Effectively addressed customer financial inquiries amid the bank's bankruptcy, providing professional and empathetic support throughout the challenging period.• Leveraged analytical skills to swiftly review accounts, discerning the genuine nature of customer portfolios, and ensuring seamless information flow to team members in cases of potential fraud.• Delivered exceptional customer service, offering support, empathy, and assistance to victims of fraud. Reassured customers of their trust in the ever-evolving pace of the banking industry.

São Paulo, São Paulo

Elevated customer service standards by prioritizing an exceptional experience for both drivers and passengers. Oversaw daily team operations, including the development of company-wide internal communications and adherence to new regulations. Managed the company's social media presence, ensuring accurate and engaging information dissemination. Implemented robust fraud prevention strategies, resulting in a significant reduction in fraudulent activities and enhancing platform security for both drivers and passengers.• Spearheaded the team through a dynamic expansion phase, scaling from 30 to 700 analysts, while maintaining stringent SLAs/KPIs.• Management of a 7-member team, responsible for crafting comprehensive Company training materials from the ground up.• Developed metrics for occupancy measurement across all company employees, contributing to strategic workforce optimization and performance evaluation.