Doreen A. Summers
KYC Operations Analyst - Business
Wesley Chapel,US
Summary
Hello, My name is Doreen and I have accumulated 15 + years of experience in customer care, SME handling and KYC/due diligence. At this time I am looking to expand my career in what I have found a passion in which is KYC operations.
I have been recognized as a proficient KYC operations analyst for 2-3 years working with leads and project managers on proposals to help simplify case handling. In this time I have gained experience on investigating complex businesses, offshore companies, trusts around the world along with navigating through the latest compliance regulations set for each region.
I am currently enrolled in Google's Cybersecurity course to further my education on system tools such as Linux, SQL and Python. I am also looking into joining ACAMS (Association of Certified Anti-Money Specialist and become CAM certified.
As an employee, I enjoy working with teams and also hold the ability to accomplish tasks independently paired with transparency and excellent communication.
Thank you for taking the time to read over my resume- I hope that you find me a fit for the company.
Overview
11
11
years of professional experience
Work History
KYC Operations Analyst - Business
Wise
06.2021 - 05.2025
- Identified and researched patterns, trends and anomalies in transactional and customer data to detect and prevent suspicious activity related to money laundering and terrorist financing.
- Completed detailed analysis to detect patterns, trends, anomalies and schemes in transactions and relationships across multiple businesses and products.
- Performed risk-based analysis and remediation for business and consumer accounts per banking guidelines.
- Communicated negative findings to lines of business and supplied guidance on course of action.
- Used transactional and customer records, external data and publicly available information to identify suspicious or unusual activity.
- Researched and verified parties involved in suspicious activities and transactions against various databases such as LexisNexis and Keesing Tech.
- Identified potential risks and red flags through meticulous analysis of financial statements, business activities, and market trends.
- Conducted thorough research on clients for improved compliance with anti-money laundering regulations.
- Collaborated with cross-functional teams to develop comprehensive risk management strategies for clients.
- Assisted in the development of training materials to educate staff and spoke with shareholders on due diligence procedures and requirements.
- KPIs and Quality reviews remained in the 90 percentile
Consumer Service Representative
24DATA
09.2019 - 04.2020
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Presented information to prospective customers, initiated new service and flawlessly set up customer accounts.
- Mentored new hires through shadowing sessions and constructive feedback, fostering their growth within the team.
- Nurtured long-lasting relationships with customers through empathy, active listening, and personalized solutions.
- Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
SME (Special Matter Expert)
Concentrix/Nationwide Insurance
02.2018 - 09.2019
- Performed data management duties to include batching, sorting, scanning, and archiving files
- Assisted other agents to handle high impact calls and technical issues by use of breakout rooms and conference calls
- Processed payments, assisted in bill breakdowns, updated mortgagee and lienholder info
- Educated new hires through the systems and calls by call shadowing, applying metrics to their calls with a 95% success rate upon completion of training.
- Processed vehicle changes and cancellations
- Handled escalation calls and provided alternative options and products for high impact calls
- Attention to detail ensured Underwriters and claim adjusters were able to complete the necessary job needed whether client specific or company needed
Consumer Mortgage Lender II
HSBC Holdings
06.2016 - 03.2017
- Utilized variety of systems to assist with loan extensions and payment arrangements
- Periodically in contact with title companies and realtors to assist with loan closing documents to include escrow accounts, and loan consolidation.
- Responsible for the upkeep of education in compliance, quality control and security pertaining to the workplace.
- Assisted customers with faxing and emails for title transfers, escrows and home insurance verification.
- Dealt with the transfer of mortgages to different banking institution.
- Ability to remain in the 10% bonus tier of the company
Financial Care Representative
T-Mobile Financial Care
09.2014 - 06.2016
- Maintained value by ensuring each customer was provided with assistance to keep services active
- Demonstrated knowledge of phone and services and was helpful in making suggestions when needed
- Managed customers issues and ensured resolution times set by arrangements were met per day and hit monthly quotas.
- Used internal system to process broad payments and accurate receipts were furnished
- Adhered to company standards in accordance with tracking sensitive information and GDPR and the TCPA
Education
Associate of Applied Science - Applied Psychology
Argosy University
Remote USA 05.2001 -
Cyber Security
Coursera
04.2025 - Current
High School Diploma -
Chamberlain High School
Tampa, United States 05.2001 -
Skills
Transaction monitoring
Military Service
- US Air Force, Honorable Discharge, 12/98
- US National Guard, Honorable Discharge, 12/13
Technology Summary
Mac OSX, Windows 10, Linx, MS Office (Word, Excel, Outlook, Power Point), iOS, Android
Awards
National Defense Service Medal, 01/00
Personal Traits
- Good Oral & Written Communication
- Negotiation skills
- Mathematical Aptitude
- Excellent Troubleshooter
- Hard Worker
- Reliable & Dependable
Accomplishments
- Collaborated with team of 10 in the development of VHUB
- CPR Certification 2025
- Accomplished Florida Notary 2021-2025
- Board of Realtors 2008-2009
Timeline
Cyber Security
Coursera
04.2025 - Current
KYC Operations Analyst - Business
Wise
06.2021 - 05.2025
Consumer Service Representative
24DATA
09.2019 - 04.2020
SME (Special Matter Expert)
Concentrix/Nationwide Insurance
02.2018 - 09.2019
Consumer Mortgage Lender II
HSBC Holdings
06.2016 - 03.2017
Financial Care Representative
T-Mobile Financial Care
09.2014 - 06.2016
Associate of Applied Science - Applied Psychology
Argosy University
05.2001 -
High School Diploma -
Chamberlain High School
05.2001 -
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