Janely Brown
New York,NY
Summary
A dedicated, dependable and transparent worker who is a always willing to learn new things. Goal driven individual who works very well as a team and as an individual. Great learner even as a remote employee. Always willing to go the extra mile, whether for clients or for my associates. Always has a positive attitude and absolutely loves to connect with clients/guests. Very friendly and perfect for face to face customer experience. Very well organized and presented. Efficient and always looking to improve work flows and everyday tasks to make most out of production.
Overview
6
6
years of professional experience
Work History
Global Billing Ops, B11
Citigroup Inc
10.2022 - Current
- Reviewed customer invoices for accuracy and completeness, ensuring all required information was present.
- Maintained and processed all of Canada BAU and assisted the NAM team on BAU tasks.
- Generated and processed invoices in accordance with billing cycles.
- Resolved invoice discrepancies by obtaining additional information from customers and vendors.
- Maintained up-to-date records of invoices, payments, and account statuses.
- Developed a system to track payment status of customer accounts.
- Responded promptly to customer inquiries regarding their accounts receivable balances.
- Ensured timely processing of customer payments according to terms outlined in the contract agreement.
- Processed large volumes of client data accurately and efficiently using specialized software programs.
- Collaborated with other departments to resolve issues related to accounts receivables or payables.
- Adhered to company policies concerning accounting standards and regulations when generating invoices.
- Tracked delinquent accounts utilizing tracking spreadsheet tools or software applications. Implemented new pricing to Canada accounts.
- Applied data into various software programs accurately and efficiently.
- Entered large volumes of information into spreadsheets quickly and accurately.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Processed payments using various methods such as ACH, wire transfers, checks and Remits.
- Verified accuracy of data by cross-referencing with source documents.
- Processed incoming requests for data entry services promptly and accurately.
- Collaborated with other departments to ensure timely resolution of customer inquiries.
- Created Customers, Pricing Hierarchies, Accounts and implemented pricing to customers.
- Processed Account ,Customer, and Pricing Maintenance.
- Developed reports on payment trends and country variances for management review.
Client Onboarding Intrm Associate, B10
Citigroup Inc.
06.2021 - 10.2022
- Follow up with customer, Asset manager or relationship manager for documentation and for regular updates.
- Follow appendix requirements and legal requirements for client adherence.
- Create client/ product profiles (KYC), analyze them and score based on risk.
- Provide different departments with required legal documentation.
- Provide the point of contact proper documentation and requirements for KYC onboarding.
- Data entry and creation of mnemonics and bases.
- Consistently updated on the policies, procedures, Global Market laws,and security procedures.
- Communicating with different departments efficiently,clearly and professionally.
- Following up with associates as well as clients for ETA of documents and process completions.
- Completing case/requests in adequate time. Providing clients with the correct documentation and requirements.
- Investigated customer financial records and online presence for any previous or current news that may have impact on their records.
- Training associates and partners on the processes as well as providing them the correct tools to accomplish BAU tasks.
- Role of Bilingual Compliance AML KYC Intmd Assoc Analyst (Client Onboarding) for Spanish speaking Countries such as Colombia, Paraguay, Uruguay, Peru, Argentina and more (29)
- Document translation from ENG to SPA and Spanish to English.
- Reviewed client Ownership structure, financial documents and BOD.
- AML Screened all clients ownership structures, real persons etc.
- Properly handling and storing all internal,confidential and restricted information.
- Regular review of all accounts, cases/ requests to avoid risk and regulate production.
- Productive in projects, like creating "Jira's" (requests on how to make a workflow better and more efficient) for specific workflows or appendices.
- Updating local countries onboarding procedures. ie Colombia
- Training associates and partners from different regions on AMC/MCLE creation.
- Educated self on Legal documentations provided to clients to provide accurate answers to their concerns and inquiries.
- Use learning tools to educate myself more on becoming a better leader, a better listener and an and overall keeping integrity with everything I do
Fraud/Dispute Analyst
HiOperator
03.2020 - 04.2021
- Reviewed and analyzed opposing sides of disputes to objectively assess situations from legal perspective.
- Enhanced customer satisfaction by promptly addressing concerns and providing clear explanations for dispute outcomes.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Drove thorough investigations of member's claims.
- Researched account information to determine if dispute is valid.
- Identify the type of dispute ie Unauthorized Transactions,Error Billing, Duplicate Charge and so on.
- Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Notify the member of the final outcome.
- Developed comprehensive reports on dispute metrics, contributing valuable insights to decision-makers regarding ongoing initiatives and future plans.
- Discretely handled confidential information, including guest records.
- Developed strategies to resolve disputes in a timely manner.
- Responded to customer inquiries regarding billing issues or other concerns.
- Resolved disputes efficiently by analyzing transaction data and following established guidelines.
- Monitored trends in dispute activity and suggested improvements to processes.
- Analyzed, researched and resolved payment claims within required timeframes.
FRONT DESK AGENT
The Curtiss Hotel
08.2018 - 07.2019
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Kept accounts in balance and ran daily reports to verify totals.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Acquired in-depth knowledge of surrounding area to provide guests with information about dining options, entertainment and activities.
- Managed guest reservations and room assignments.
- Represented brand by upholding hotel's high standards of quality and service.
- Stored guest valuables in safe room for security.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered multi-line phone system and enthusiastically greeted callers.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
Education
High School Diploma -
Buffalo Academy For Visual And Performing Arts
Buffalo, NY06.2011
Skills
- Excel/PowerPoint/Word
- Policy Development and Enforcement
- Inventory Management
- Customer Service
- Price Structuring
- Invoicing/ collections
- Public Speaking
- Critical thinking
- Staff training/development
- Data Entry
- Communication
Affiliations
- Hispanic Latino heritage Network- Communications Chair 2023 & 2024
Languages
Spanish
Native or Bilingual
Timeline
Global Billing Ops, B11
Citigroup Inc
10.2022 - Current
Client Onboarding Intrm Associate, B10
Citigroup Inc.
06.2021 - 10.2022
Fraud/Dispute Analyst
HiOperator
03.2020 - 04.2021
FRONT DESK AGENT
The Curtiss Hotel
08.2018 - 07.2019
High School Diploma -
Buffalo Academy For Visual And Performing Arts