Nafendi Duran
Results-driven KYC Analyst and Escalations Manager with 5+ years of experience in financial services, compliance, and customer account management. Skilled in risk analysis, regulatory compliance (AML/KYC), and customer escalation resolution. Proven ability to streamline processes, improve client satisfaction, and support cross-functional teams. Adept at making data-informed decisions to mitigate risk and enhance operational efficiency. Transitioning into a Medical Assistant role with strong skills in confidentiality, accuracy, customer service, and administrative support.
Experienced with managing front desk operations and providing excellent customer service. Utilizes strong communication and organizational skills to ensure welcoming and efficient environment. Knowledge of administrative tasks and problem-solving in dynamic setting.
Work History
Front Desk Assistant
3 Months- Managed daily front desk operations to ensure seamless patient check-in and appointment scheduling.
- Facilitated effective communication between healthcare providers and patients, enhancing patient experience.
- Handled multi-line phone systems, addressing inquiries and directing calls efficiently to appropriate departments.
- Streamlined administrative processes by implementing new filing systems for patient records, improving accessibility.
KYC Analyst
4 Years 9 Months- Conduct detailed KYC reviews and risk assessments to ensure compliance with AML and regulatory standards.
- Analyze financial activity to identify potential risks related to money laundering, tax fraud, and financial crime.
- Maintain accurate and compliant client records, improving audit readiness, and documentation quality.
- Collaborate with internal stakeholders to resolve compliance issues and strengthen control processes.
- Contribute to process improvements that enhance efficiency in onboarding and account reviews.
Escalations Manager
3 Years- Managed high-priority customer escalations, achieving timely resolution and improving customer satisfaction rates.
- Investigated and resolved complex account issues, reducing repeat complaints and operational delays.
- Led cross-functional collaboration to address service gaps and improve client experience.
- Trained and supported team members, increasing overall team performance and service consistency.
- Optimized workflows for handling escalations, improving response times, and efficiency.
Education
- Nursing Program
CMA
Skills
Accomplishments
- Cross-trained to support Account Management functions, ensuring business continuity.
- Improved organizational systems for payment processing, deposits, and recordkeeping.
- Recognized for strong problem-solving skills and the ability to manage high-pressure situations effectively.
Certification
Google IT Support Certificate | 2020
BLS certification June 2026
Concorde Institution Medical Assistant Certification June 2026