Shanikqua Christian
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Hagerstown,MD
Summary
Current nursing student and Direct Support Professional for DDA clients seeking a rewarding position that offers professional challenges. Detail- oriented and dependable candidate with an ability to quickly adapt and grasp new concepts. Over 13 years of diverse experience in a high paced customer service environment. Motivated to work as a team helping patients receive necessary medical support.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Direct Support Professional/ Certified Med Tech
Unified Community Connections
08.2023 - Current
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Maintained clean, safe, and well-organized patient environment.
- Assisted disabled clients to support independence and well-being.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Prepare and administer the correct dosage of medications to patients, recognize side effects and monitoring patients for adverse reactions.
Customer Service Representative
Citibank
3 2009 - 6 2014
- Handled customer requests and provide appropriate solutions and alternatives within the time limits; followed up to ensure resolution. Kept records of customer interactions, process customer accounts and file documents. Followed communication procedures, guidelines and policies.
- Took the extra mile to engage customer and ensure client satisfaction/retention.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained customer satisfaction rate of 87% or better each year with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Selected and rewarded as Employee of the Month over 25+ times over a period of 3 years when program launched.
- Analyzed customer service trends to discover areas of opportunity and openly provided feedback to management.
- Assisted with the onboarding of over 40 employees during my time at the company.
AML Compliance Officer
Citibank, NA
10.2017 - 3 2022
- Investigated activities of institutions to enforce laws and regulations, assessing legality of transactions and operations or financial solvency.
- Performed risk assessments/audits on senior public figures (SPF) and high profile clients. Documented high-risk threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.
- Provided guidance to operational groups in investigative efforts ensuring compliance in the Bank Secrecy Act, USA Patriot Act and Privacy Act.
- Maintained up-to-date knowledge of current and emerging compliance regulations along with applicable laws and regulations.
- Monitored and judgmentally reviewed all potential security risks received from the violation tracking system for WorldCheck Watchlist, OFAC and Red Flag Screening accuracy, reducing organizational risks consistently resulting in over a 90% quality rating.
- Reviewed, revised and updated compliance policies and procedures to improving operational efficiency by 5%
- Maintained composure in stressful situations, confrontations, interviews and records searches.
- Demonstrated the ability to prioritize multiple tasks with competing deadlines
- Consistently maintained a proven track record of growth by being promoted in multiple special projects and exceeding scorecard metrics standards ranked as #1 for the Maryland site 2019, 2020 and 2021.
- Demonstrated a high level of administrative competence.
- Excelled as the sole analyst processing and delegating all correspondents received cross site.
Jr Testing Analyst
Citibank
3 2016 - 10.2017
- Conducted a variety of tests and analyses to ensure systems and or applications meet or exceed specified standards and end-user requirements in place for process and product rollout into production.
- Worked with stakeholders to gather/document key functional and technical requirements, assist in development of the business case, and collaborate with internal development teams to deliver technology solutions that meet the business need and deliver value.
- Cross-trained and provided a superior level of support to existing employees through each project phases to maximize team agility and performance.
- Performed root cause analysis to identify and resolve risks and quality issues and defects. Documented diagnostic findings in reports to inform stakeholders of project performance.
- User Acceptance Testing (UAT)
- Worked effectively to successfully launch individual projects end to end while supporting other team focused projects.
- Collaborated with cross-functional teams to develop and implement process procedure and system improvements.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Uplifted the service and team culture by creating and assigning a group to offer coaching, guidance and positive team moral.
Credit Acquisitions Analyst
Citibank
06.2014 - 03.2016
- Effectively determined the creditworthiness and risk profile of an individual or business by analyzing their financial data making the expert decision to extend credit to them or not.
- Conducted ongoing reviews to monitor portfolio performance and accessed clients ability to uphold current and future financial obligations
- Demonstrated excellent problem solving skills by using multiple platforms and applications to research and gather necessary information to perform an official judgemental client review.
- Achieved outstanding quality and project results promoted to administrative level of credit approval up to $50,000.
- Meet and exceeded department semi and annual target risk goals by 20-40% each review.
Education
Associate of Science - Computer Networking
Hagerstown Community College
Hagerstown, MD 01.2020 - 06.2022
Associate of Science - Nursing
Valley College - Martinsburg
Martinsburg, WV01.2026
Skills
Possess a strong knowledge of computer fundamentals
Accomplished communication and observation skills
Strong capacity to make a great contribution to an organization
Diverse experience in making appropriate judgements
Ability to multitask and remain flexible in a fast paced enviroment
Team player that can also succeed independently
MS Office
Excellent capacity to retain new ideas efficiently
Interpersonal communication
Punctuality
Maintains a continuously high level of productivity
Intellectual curiosity
Analytical Decision Making
Volunteer Youth Coach
Assessed skills and assigned team roles. Supervised and lead practices with over 40+ youth, prioritizing safety at all times. Developed game plans and adjusted according to each situation. Exhibited sound judgement while executing coach responsibilities and functions. Accepted coaching and constructive criticism and recognition with humility and composure. Built a strong rapport with athletes and parents. Acted as a positive role model for young participates in the community.
Timeline
Direct Support Professional/ Certified Med Tech
Unified Community Connections
08.2023 - Current
Associate of Science - Computer Networking
Hagerstown Community College
01.2020 - 06.2022
AML Compliance Officer
Citibank, NA
10.2017 - 3 2022
Credit Acquisitions Analyst
Citibank
06.2014 - 03.2016
Customer Service Representative
Citibank
3 2009 - 6 2014
Jr Testing Analyst
Citibank
3 2016 - 10.2017
Associate of Science - Nursing
Valley College - Martinsburg
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