Morena D'Alma
Tampa,FL
Summary
Accomplished Compliance Manager at Wise, leveraging analytical research skills and relationship building to enhance regulatory compliance and customer engagement. Orchestrated a 30% reduction in processing time through strategic process development. Excelled in fostering cross-functional team collaboration, demonstrating exceptional problem-solving abilities and a proactive approach to achieving results.
Overview
9
9
years of professional experience
Work History
Paralegal
La Cava Jacobson & Goodis
Tampa, FL
05.2024 - Current
- Draft legal documents such as contracts, motions, discovery requests and responses, witness lists, and subpoenas.
- Review medical records to create and maintain medical chronologies.
- Manage and organize case files, including evidence, exhibits, depositions, and other case-related documents.
- Lead in the preparation of quarterly reports for clients and stakeholders.
- Conduct background checks using tools such as LexisNexis and Westlaw.
- Assist in trial preparation by gathering and reviewing transcripts, evidence, and exhibits.
Construction Assistant Project Manager (Contract)
Bloomin Brands, Inc.
Tampa, FL
08.2023 - 01.2024
- Support Construction project managers and other teams in spreading the Bloomin' Brands impact across the US with new store openings (responsible for 25 ongoing new store openings.)
- Responsible for drafting job contracts with the General Contractor.
- Acted as a liaison for Construction between external vendors and internal stakeholders.
- Organized the set up of utilities per store according to job site specifics.
- Reviewed change orders and payment applications for accuracy and processing.
- Assisted with completing permit applications according to local regulations.
- Reviewed and prepared project close-outs.
- Developed tracking spreadsheets for project overview and summary.
- Attended weekly meetings to sync on job status.
Client Success Manager
CaseGlide
St. Petersburg, FL
07.2022 - 07.2023
- Worked cross-functionally with teams such as Product, Sales, Engineering and Customer Support to retain client happiness and improve overall user experience.
- Maintained a solid understanding of the client's value view and success criteria for their use of CaseGlide to ensure renewal.
- Assisted with the implementations and migrations of new and existing clients.
- Used data to analyze client use of CaseGlide to ensure users optimally utilized the feature set for maximum savings and efficiency opportunities.
- Presented monthly and quarterly reporting designed to guide clients on how CaseGlide helped them not only save money in legal fees but also in workflow and communication efficiencies.
- Supported clients via timely check-ins to understand client value and area for improvement
North America Compliance Manager
Wise
Tampa, FL
07.2019 - 06.2020
- Orchestrated all facets of the KYC/KYB operation including regulatory compliance, strategic planning, process development, customer engagement, team training, and employee evaluation.
- Assisted with the acquisition of money remittance licenses in 13 U.S. states.
- Directed annual license renewals in compliance with regulatory requirements.
- Led teams of 8-20 FTEs with oversight for daily workflow and solutions design.
- Optimized workflow developments for compliance processes over a 6-month period, reducing processing time by 30%.
- Re-evaluated legacy decisions and implemented transformation strategies across key areas such as team structure and operating models to optimize resources and improve accuracy.
- Fostered strategic alliances and relationships with cross-functional teams to support daily compliance activities.
- Analyzed compliance program data to track and monitor effectiveness and identify trends.
- Liaised with external banking partners to integrate our program into their platform.
- Tracked and investigated possible sanction and/or PIP-related transactions.
Customer Support Manager
Wise
Tampa, FL
04.2018 - 07.2019
- Spearheaded a high-performing team of Customer Support Agents with oversight for training and developing staff to possess a comprehensive understanding of the entire product suite. Promoted a culture of customer engagement to retain long-term customer relationships. Led the Quality Assurance workstream and handled escalated customer issues.
- Collaborated with product development teams as an influential advisor and customer service Subject Matter Expert.
- Continually surpassed leadership expectations by motivating and managing the highest-performing team in the office.
- Acted as trusted partner and customer support liaison for external bank API integrations.
- Implemented customer satisfaction metrics (i.e., NPS, CSAT, FCR) and met with staff members to identify areas for improvement.
- Enabled the establishment and growth of offshore operations in tandem with Sykes in Hyderabad, India.
Senior Customer Support Specialist
Wise
Tampa, FL
03.2017 - 04.2018
- Acted as the first line of support for a diverse customer portfolio utilizing tri-lingual proficiency and excellent interpersonal manner.
- Liaised with Engineers to provide customer feedback in support of the ongoing product development cycle.
- Assisted the training of new employees and acted as "CS Fraud Champion" to educate colleagues on key anti-fraud measures.
- Successfully handled five customer contacts per hour while maintaining the highest FCR and CSAT score on the team.
- Assisted the implementation of KYC procedures for South American customers with a focus on Brazil.
Long Term Care Case Manager
Metlife
Tampa, FL
08.2015 - 09.2016
- Reviewed and evaluated medical records to determine claim outcomes based on a comprehensive knowledge of relevant policy provisions and state laws.
- Provided timely and accurate claims reviews, documentation, and recommended decisions in a time sensitive and fast paced environment.
- Compiled file documentation requiring extensive policy and factual detail while maintaining up to date knowledge on compliance and regulations.
- Assessed quality and financial accuracy of claims documentation.
- Provided training, coaching, and mentoring for junior team members to develop and retain talent within the organization.
Education
Political Science
SNHU
Manchester, NH06-2028
C1 - German
Münchner Volkshochschule
Munich, Germany05-2015
Skills
- Analytical Research Skills
- Relationship building
- Teamwork
- Problem solving
- Legal research skills
- Exceptional writer
- Ability to multitask
- Proactive thinker
Languages
English
Native/ Bilingual
German
Native/ Bilingual
Italian
Full Professional
Portuguese
Full Professional
Timeline
Paralegal
La Cava Jacobson & Goodis
05.2024 - Current
Construction Assistant Project Manager (Contract)
Bloomin Brands, Inc.
08.2023 - 01.2024
Client Success Manager
CaseGlide
07.2022 - 07.2023
North America Compliance Manager
Wise
07.2019 - 06.2020
Customer Support Manager
Wise
04.2018 - 07.2019
Senior Customer Support Specialist
Wise
03.2017 - 04.2018
Long Term Care Case Manager
Metlife
08.2015 - 09.2016
Political Science
SNHU
C1 - German
Münchner Volkshochschule
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