Josh Michaels
Boston,MA
Summary
Experienced in reviewing financial documents and digital records. Effective at directing, monitoring and inspiring team members to complete accurate and timely investigations and reports. Talented in training employees, solving complex problems and making sound decisions.
Overview
10
10
years of professional experience
Work History
AML Compliance
Carta
06.2021 - Current
- Reported and addressed compliance issues and created time-sensitive response guidelines that addressed and mitigated threats
- Contributed to the planning and development of compliance programs by tracking regulatory changes and conducted research on specific policies
- Assisted the Compliance Manager by conducting compliance audits to evaluate whether practices and procedures adhered to current laws and government regulations
- Consulted with senior management regarding investigation protocols and procedures, including follow ups, resolution plans, and corrective measures
- Designed compliance management models and document compliance requirements related to control flow, privacy, trust, monitoring, and licensing.
Customer Service and Monitoring Analyst
Paypal Holdings, Inc
01.2021 - 06.2021
- Tested and recommended improvements to ensure Customer Service Requests were categorized accurately to ensure timely resolution
- Continually reviewed and evaluated Customer Service calls to ensure compliance with all applicable laws and regulations.
Branch Manager
Enterprise Rent
06.2018 - 01.2021
- Evaluated team members and provided feedback to increase customer satisfaction rating to 96%, earning nation-wide recognition for performance
- Facilitated communication between customer service, sales, marketing, and operations departments to exceed business goals
- Increased revenue accounts by continually developing business relationships with current and new clients.
IT Security and Compliance Specialist
Voya Financial
03.2015 - 06.2018
- Transitioned the ServiceNow platform from Berlin to Geneva releases
- Communicated client needs to the IT department to meet or exceed deadlines and expectations
- Developed and conducted software training sessions for new ServiceNow users
- Increased customer satisfaction through the analysis and resolution of access related problems and the reduction of down time by an average of 3 hours
- Completed continual training on ServiceNow, Workday, Microsoft, Oracle, Peoplesoft Finance.
Event Marketing Associate
Core Strategies Inc
12.2013 - 03.2015
- Recruited and evaluated new associates to develop new Marketing Associates
- Analyzed and implemented improvements to event execution such as the Coachella Music Lounge
- Successfully developed and hosted Hollywood engagement events
- Became a brand expert to operate as a brand ambassador
- Provided continual support to multiple teams across the organization.
Education
Bachelors of Science - Marketing and Business Management
James Madison University
Skills
- Regulatory Standards
- Leading Audits
- Data Integrity
- Customer Risk
- Continuous Improvement Strategies
Timeline
AML Compliance
Carta
06.2021 - Current
Customer Service and Monitoring Analyst
Paypal Holdings, Inc
01.2021 - 06.2021
Branch Manager
Enterprise Rent
06.2018 - 01.2021
IT Security and Compliance Specialist
Voya Financial
03.2015 - 06.2018
Event Marketing Associate
Core Strategies Inc
12.2013 - 03.2015
Bachelors of Science - Marketing and Business Management
James Madison University
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