Alexandris Hughes
San Antonio,TX
Summary
Results-driven Operations Analyst with over 6 years of experience managing complex KYC projects and ensuring compliance with regulatory standards. Strong ability to manage customer data effectively while employing advanced problem resolution techniques through comprehensive audits and troubleshooting. In-depth knowledge of current information management standards, leveraging expertise to enhance quality control processes and optimize data retention strategies. Committed to driving operational excellence and delivering exceptional results in fast-paced environments.
Overview
10
10
years of professional experience
Work History
KYC Operations Analyst
Citibank
04.2024 - Current
- Execute AML/KYC monitoring, governance, and regulatory reporting in partnership with Compliance and Control teams.
- Perform customer due diligence, transactional analysis, and sanctions screening for periodic review triage.
- Synthesize casework QA findings and present actionable policy recommendations to senior leadership.
- Train incoming compliance associates on core workflows, client outreach, and institutional risk standards
CUSTOMER SERVICE REPRESENTATIVE
Citibank
07.2020 - 04.2024
- Delivered responsive customer support to resolve complex issues, escalating high-priority cases for rapid resolution.
- Maintained strict adherence to payment policies, security practices, and promotional guidelines.
- Executed quality evaluations and provided targeted coaching to improve team compliance and customer sentiment metrics.
- Mentored and trained offshore new-hire classes as a Subject Matter Expert (SME) on core operational processes.
- Supported team leadership by managing division communications, tracking compliance audits, and completing survey sign-offs.
SERVICE PROFESSIONAL
Olive Garden
11.2016 - 07.2020
- Delivered friendly, efficient customer service by greeting customers upon arrival and addressing inquiries, enhancing customer satisfaction.
- Teamed with staff to create positive customer service experiences, fostering a welcoming environment for all patrons.
- Updated and shared knowledge of product information, pricing, promotions, inventory availability, and special orders to assist customers effectively.
TEAM LEADER
Chick-fil-A
10.2019 - 07.2020
- Conducted daily quality assurance duties to provide actionable feedback for team improvements.
- Managed daily inventory to support timely and accurate material distribution.
- Coordinated team activities and delegated tasks to achieve project milestones effectively.
Education
Biochemistry
The University of Tennessee - Chattanooga
Chattanooga, TNCloud Computing - Cloud Computing Certification
University of Phoenix
Tempe, AZ05-2023
No Degree - Biochemistry
Southwest Community College
Memphis, TNSkills
- KYC/AML Compliance
- KYC Process Management
- Regulatory Compliance
- Risk Assessment
- Compliance Mentorship
- Quality Assurance
- Report creation
- Data analysis
- Workflow optimization
- CRM Software
Accomplishments
- Achieved 100% Procedural Compliance and 96% High-Risk Quality scores, consistently exceeding monthly targets.
- Managed high-volume case pipelines with zero SLA breaches, assisting peers with urgent end-of-day closures.
- Mentored and onboarded new compliance analysts, accelerating technical proficiency and case quality.
- Served as VOE Ambassador, collaborating with management to streamline workflows and enhance team operations.
- Adapted quickly to multiple special projects (511, 524, 610/611), managing trackers and CIP unblock workflows.
CORE COMPETENCIES & TECHNICAL SKILLS
AML / KYC & Compliance: Anti-Money Laundering (AML) Monitoring
Know Your Client (KYC) Governance
Periodic Review Triage
Regulatory & Sanction Screenings
USA PATRIOT Act
FACTA
FinCEN
Timeline
KYC Operations Analyst
Citibank
04.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Citibank
07.2020 - 04.2024
TEAM LEADER
Chick-fil-A
10.2019 - 07.2020
SERVICE PROFESSIONAL
Olive Garden
11.2016 - 07.2020
Biochemistry
The University of Tennessee - Chattanooga
Cloud Computing - Cloud Computing Certification
University of Phoenix
No Degree - Biochemistry
Southwest Community College