Experience

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  HyperJar

  • London, England, United Kingdom

  • Transaction Monitoring Officer

    • Jun 2022 - Present
    • London, England, United Kingdom

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  WorldRemit

  • London, England, United Kingdom

  • KYC - Complaints Handler

    • Jul 2017 - Jul 2022
    • London, England, United Kingdom

    • Dealing daily with Executive escalations and ways in which we can try to improve the way these are handled.• Making analysis on the different departments that the customer service team depend on, like Ops, Finance, etc.• Raising issues which have had to be implemented in the system and to our partners.• Conducting reviews of customers’ transactional activity to determine the authenticity of the profile and transaction activity• Identifying, researching, investigating, and analysing unusual or questionable customers’ profile and transactions• Escalation of transactions to the Compliance Team of customer’s profile or transactions that might indicate money laundering or terrorist financing• Assessing individual transactions to determine if fraudulent or not and responsible of making decisions to authorise or reject • Recording of final decision for auditing and record keeping purposes• Communicating and liaising with the relevant departments and customers in different languages• Mentoring, training and supporting new members of the team• Collaborating with global teams in different projects

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  Quintessentially Lifestyle

  • London, United Kingdom

  • Account and Lifestyle Manager

    • Apr 2014 - Jul 2017
    • London, United Kingdom

    • Responsible for mentoring, coaching new staff to improve customers’ experience and ensure exceptional service delivery and monitoring standards of service by overseeing KPIs and team performance• Expert in crisis management with clients, suppliers, and staff• Providing first class service to high net worth clients with international retail, leisure, travel, business, and visa lifestyle requests in Italian, Spanish and English• Establishing, creating and maintaining an external network of supplier contacts for aviation, tickets, travel, restaurants, nightclubs and hotels• Strong knowledge in the luxury world • Exposure to luxury sales and customer service strategies• In charge of materials for Quintessentially offices worldwide, from training packages for new joiners to marketing materials for international high net worth clients• Building customers’ relationships through well-developed communication skills on the phone as well as in person by contacting clients and attending meetings with senior managers

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  Metropolitan Police

  • Volunteer

    • Sep 2008 - Jul 2017

    • Gaining valuable communications by skills by helping the Metropolitan Police to promote the volunteer programme, by assisting police officers and other volunteers to appeal potential candidates to join the Metropolitan Police in Open Days.• Being designated to the Human Resources Unite where I am in charge of organizing and creating files.• Gaining valuable experiences by doing versatile activities, from organizing whole file cabinets to looking after 15 kids in the Brixton Summer Project.• I am usually designated to the administrative part of the Human Resources Unit, where I am in charge to organize files. • I have gained valuable skills, experience and knowledge of the police, especially during this summer where I volunteer to help out on a Summer Project, which required me to supervise after a group of kids and also to go on trips with them

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  Four Seasons Hotels and Resorts

  • London

  • Waitress

    • Sep 2012 - Apr 2014
    • London

    • Customer Service developed through adapting different styles of communications in order to meet customer needs, serving up to 210 customers on busy days.• Teamwork by working in a big team, rotating tasks to make the job more interesting and being clear about where our responsibilities lie. • Time management skills were significantly developed as a result of having to carrying out a number of tasks at the same time while still providing an excellent quality service to customers.• Working under pressure developing diplomatic skills.• Regular entrusted by management to take on additional duties such as: training new staff, stock control, volunteering to train other staff in customer service and supporting in dealing with different customers. • Carrying out food quality checks.• Working in different departments, such as room service, bar and banqueting being able to exert different adaptability skills.

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  Four Seasons Hotels and Resorts

  • Waitress

    • Nov 2010 - Jan 2012

    • Customer Service developed through adapting different styles of communications in order to meet customer needs, serving up to 210 customers on busy days.• Teamwork by working in a big tea, rotating tasks to make the job more interesting and being clear about where our responsibilities lie. • Time management skills were significantly developed as a result of having to carrying out a number of tasks at the same time while still providing an excellent quality service to customers.• Working under pressure developing diplomatic skills.• Regular entrusted by management to take on additional duties such as: training new staff, stock control, volunteering to train other staff in customer service and supporting in dealing with different customers. • Carrying out food quality checks.

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  The Mayfair Hotel

  • Waitress

    • Sep 2006 - Sep 2007

    • One to one customer services – Serving customers individually • Teamwork – Working together in order to ensure that customers’ needs are met • Time management - Meals to be provided within a time frame in large function of up to 200 guests.• Working under pressure - In events such as Glamour Magazine Awards, Music concerts, weddings, among others.• Acting as a crucial link between event organisers and customers, by dealing with especial requests from both parties.• Multitasking – Working in such a busy environment, I was required to do multiple tasks at the same time, for instance during the dinner service, I was in charge of picking up the tea and coffee as well the petit fours from the Pastry Chef. • Flexibility and Adaptability – I was able to adjust quickly and fast to every single different task which I was assigned by my managers. For example, I would require to set up tables, and then being in charge of picking up linen, water, and setting up the cleaning stations.

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  Latin American Disabled People's Project

  • Volunteer

    • Jun 2005 - Aug 2005

    • Customer service developed by dealing with different requests from the project leader, such as making phone calls, to write letters in both English and Spanish.• One to one customer service advice, by helping them out with sorting out their documents, such as benefits as well as making phone calls for them.• Responsible for organizing trips – Being in charge of preparing trips to museums and the annual summer trip the members take to go outside London for a week. I was also in charge of buying the food for the bus trip, as well as making sure all the people would be present for the trip.