William Gingerich Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Conducted AML investigations in the capital markets sector, specializing in CDD/EDD KYC screening.Employed advanced AML tools for transaction analysis and monitoring.Conducted periodic reviews and open-source searches to identify potential risks.Collaborated with cross-functional teams to facilitate coordinated investigations.Maintained confidentiality, prepared reports, and ensured compliance with AML regulations.

Toronto, Ontario, Canada

Sr.Team Leader, CIBC•Managed a team of 12-20 agents in a call center, ensuring exceptional customer service andadherence to quality standards.•Conducted evaluations, provided feedback, and drove improvement, utilizing keyperformance indicators (KPIs) such as call quality, customer satisfaction, and average handling time.•Developed tools to streamline processes, including integrating Power Automate and Power Apps to automate time card correction requests.•Created a feedback recording tool for call listening, automating feedback summaries and scheduling coaching meetings.•Collaborated with HR to follow company policies on employee relations, conflict resolution,and disciplinary actions.•Prepared and delivered reports on team performance and operational efficiency, utilizingsoftware tools such as Verint, Cognos, and Salesforce.•Proactively identified areas for process improvement and implemented tools and systems toenhance productivity and streamline operations.

Ontario, Canada

Coached AML investigator teams and developed training materials for KYC name screeningand transaction monitoring, focusing on fraud mitigation tactics and regulatory compliance.•Oversaw daily operations of the AML department, ensuring quality and timely delivery.•Developed Standard Operating Procedures (SOPs), training materials, and tools tostreamline daily operations, including utilizing Word macros and an Excel tool for financialtransaction analysis.•Reviewed analyst escalations in KYC and transaction monitoring, identifying risk factors andimplementing appropriate measures.•Stayed updated on AML and KYC regulations, implementing changes and enhancements toensure compliance.

Hamilton, Ontario, Canada

Conducted Know Your Customer (KYC) name screening, analyzing customer data todetermine identity, PEP status, and uncover adverse media to assess risk factors.•Performed transaction monitoring, analyzing customer transactions, profiles, and financialconnections to identify potential money laundering and high-risk activities.•Trained new analysts on the KYC name screening process, including workflow, standards,and research practices.