Shanika Whetstone
Norcross,GA
Summary
Dynamic AML QC Analyst with Wipro/Toronto Dominion Bank, skilled in fraud analysis and regulatory compliance. Proven track record in enhancing transaction monitoring systems and resolving discrepancies. Adept at utilizing Chainalysis for financial crime investigations while fostering stakeholder collaboration to drive process improvements and mitigate risks effectively.
Overview
14
14
years of professional experience
1
1
Certification
Work History
AML QC Analyst, Detection Unit
Wipro/Toronto Dominion (TD) Bank,
Atlanta, GA
07.2023 - Current
- Oversaw business banking transactions, supporting clients with wire transfers.
- Examined flagged transactions to identify discrepancies, and collaborated with internal teams to resolve anomalies and mitigate risks.
- Conducted quality assurance checks to ensure accuracy and compliance with industry regulations.
- Kept current with banking regulations and best practices to offer knowledgeable support.
- Managed client inquiries with professionalism, guiding users through banking product features, and resolving complex issues.
- Recorded client interactions in Salesforce, enhancing documentation accuracy and efficiency.
- Streamlined transaction monitoring systems for enhanced analysis of banking and cryptocurrency activity.
- Investigated flagged transactions and potential cryptocurrency fraud, and collaborated with internal teams to mitigate risks.
- Utilized compliance software, including Chainalysis and LexisNexis, to identify irregularities in financial transactions.
Quality Analyst/Fraud Analyst
Wipro
Atlanta, GA
09.2016 - 07.2023
- Worked with off-site teams to complete timely tests and facilitate smooth product releases.
- Assisted in the development of Quality Assurance procedures and protocols.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Collaborated with cross-functional teams to develop and implement process improvements.
- Maintained records of inspection results, test data, and other relevant information.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Evaluated randomly selected calls to assess service level standards.
- Analyzed results to pinpoint causes or identify trends leading to improved efficiency and quality.
- Held weekly internal sessions with QA team to enhance scoring consistency.
- Delivered coaching sessions to associates, focusing on enhancing client service performance and product knowledge.
- Delivered detailed mid-month and monthly goal metric reports to clients.
- Conducted bi-weekly global calibration with client to ensure alignment.
- Conducted internal compliance assessments, policy analysis, and procedure reporting.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
Disability Claims Processor
SourceHov
Newnan, GA
05.2013 - 03.2016
- Organized and readied documents of Veterans for digitizing.
- Verify record contents and confirm readiness of necessary documents.
- Scans documents for electronic database storage.
- Oversee administrative tasks, including record maintenance and document verification.
- Processed a high volume of incoming claims in accordance with established policies and procedures.
- Participated in audits of claims files to ensure adherence to company policies.
- Built rapport and trust with injured insureds through effective customer service techniques which involved fair and prompt processing of claims.
- Researched discrepancies between submitted documentation and actual records to identify errors or omissions.
Recovery Agent
Millennia Collections
Newnan, GA
10.2011 - 05.2013
- Recovered Patients Hospital and Doctors Bills on behalf of numerous Hospitals and Doctors’ offices
- Received Patients payment information over the phone to recover past due Medical Bills
- Managed a high-volume of inbound and outbound customer calls.
- Answered a constant flow of customer calls
- Gathered and verified all required customer information for tracking purposes.
Education
Health Care Administration
University of Phoenix
McDonough, GA11.2023
Medical Assisting
Everest Institute
Jonesboro, GA05.2009
Skills
- Fraud analysis and Risk Evaluation
- Regulatory Compliance and AML Knowledge
- Transaction Monitoring & Investigations
- Suspicious Activity Report (SAR) Writing
- Financial Crime Analysis
- Cryptocurrency & Blockchain Fundamentals
- Attention to Detail & Analytical Thinking
- Report Writing & Documentation
- Stakeholder Collaboration & Communication
- Root Cause Analysis
- Data Analysis & Pattern Recognition
- Regulatory Compliance & AML Knowledge
- Report Writing & Documentation
- Suspicious Activity Reports (SARs)
- Process Knowledge & Optimization
- Blockchain Analytics & Transaction Monitoring
- Cryptocurrency Exchange Compliance (KYC & AML)
- Fraud Detection in Digital Assets & DeFi
- Blockchain Forensics & Illicit Crypto Activity Investigations
- Risk Assessment in Cryptocurrency Transactions
- SAR & STR Reporting for Digital Currencies
SOFTWARE
- Chainalysis
- LexisNexis
- SAS & Oracle
- Power BI
- Salesforce
- Microsoft Offi ce Suite
- Cisco Jabber/Cisco Finesse
- Calabrio & TeleOpti Workforce Management
Certification
- CPR Certification HIPPAA Training Certification
Timeline
AML QC Analyst, Detection Unit
Wipro/Toronto Dominion (TD) Bank,
07.2023 - Current
Quality Analyst/Fraud Analyst
Wipro
09.2016 - 07.2023
Disability Claims Processor
SourceHov
05.2013 - 03.2016
Recovery Agent
Millennia Collections
10.2011 - 05.2013
Health Care Administration
University of Phoenix
Medical Assisting
Everest Institute
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