Josephine Laurel
San Antonio,TX
Summary
Accurate Senior Analyst with exceptional teamwork, leadership and communication skills. Over 10 years of experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines.
Overview
10
10
years of professional experience
Work History
KYC Operations Senior Analyst
Citibank N.A
01.2022 - 05.2023
- Investigated system issues and implemented resolutions to reduce downtime.
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Acts as subject matter expert to senior stakeholders and /or other team members.
KYC Operations Associate Analyst
Citibank, N.A
01.2015 - 01.2022
- Evaluated methods and made appropriate changes to increase productivity and decrease turnaround time to accomplish desired output.
- Employed [Software] data sources and [Software] technical analysis tools and resources.
- Designed, built and analyzed data and data infrastructure to support business initiatives.
- Analyzed data sets using [Software] and other quantitative and statistical modeling technologies and tools to effectively meet company analysis and reporting requirements.
- Communicated findings and insights to senior management to establish best practices and guide analysis into action and results.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
Escalation Specialist II Fraud Unit
Citibank N.A
08.2013 - 01.2015
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
Education
High School Diploma -
John Jay High School
San Antonio, TXSkills
- Time Management
- Data Analysis
- Tracking Metrics
- Learning Strategies
- Report Preparation
- Analyst Relations
Timeline
KYC Operations Senior Analyst
Citibank N.A
01.2022 - 05.2023
KYC Operations Associate Analyst
Citibank, N.A
01.2015 - 01.2022
Escalation Specialist II Fraud Unit
Citibank N.A
08.2013 - 01.2015
High School Diploma -
John Jay High School
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