Summary
Overview
Work History
Education
Skills
Timeline
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Tamica Dowe

San Antonio,TX

Summary

Detail-oriented professional with 2 years in KYC. Strong analytical aptitude of customer due diligence process and methodology to identify patterns and trends to communicate risks to management. Successful managing multiple competing priorities and deadlines.

Overview

7
7
years of professional experience

Work History

KYC Analyst - Institutional

Binance.US
08.2022 - 08.2023
  • Conduct thorough customer due diligence (CDD) and enhanced due diligence (EDD) on applicant and provide due diligence report (DDR) for final onboarding decision, managing 3-5 cases daily
  • KYC, AML, and BSA knowledge training
  • Review Institutional Onboarding application and documentation
  • Consulted with compliance department to create regulatory reports.
  • Identified potential risks and red flags through comprehensive customer risk assessments, mitigating potential financial losses.
  • Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.
  • Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
  • Researched and interpreted corporate documentation to determine business and ownership structure.
  • Ensured compliance with regulatory requirements by conducting thorough customer due diligence checks.
  • Managed high volume of client data, maintaining strict confidentiality and adhering to internal policies for information handling.
  • Maintained up-to-date knowledge of industry best practices, sharing insights with colleagues to enhance organizational performance.
  • Determined customer risk ratings based on analysis and research findings.
  • Supported KYC processes for prospective and existing customers.
  • Facilitated communication with onboarding team to gather information and onboarding documentation.
  • Provided training to new team members on KYC procedures, resulting in increased productivity and effectiveness.
  • Established strong working relationships with stakeholders across departments to facilitate seamless communication during client onboarding activities.
  • Supported AML investigations by providing accurate and timely information on customers'' financial activities.
  • Conducted thorough reviews for high risk clients based on stratified risk level guidelines.
  • Reviewed new prospect KYC documents to meet requirements and determine business model risk.

KYC Analyst - Retail

Binance.US
07.2021 - 08.2022
  • Reviewed 50 applicants new prospect KYC documents to meet requirements and determine business model risk.
  • Managed high volume of client data, maintaining strict confidentiality and adhering to internal policies for information handling.
  • Collaborated with cross-functional teams to ensure alignment of KYC processes across the organization.
  • Maintained up-to-date knowledge of industry best practices, sharing insights with colleagues to enhance organizational performance.
  • Established strong working relationships with stakeholders across departments to facilitate seamless communication during client onboarding activities.

Operations Team /Program Assistant

TriStar Fulfillment Services
07.2020 - 06.2021
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Assisted with planning and coordinating day-to-day and special program activities.
  • Coordinated and communicated with external stakeholders to support program objectives.
  • Increased participant satisfaction by regularly evaluating feedback and making necessary adjustments.
  • Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
  • Maintained up-to-date knowledge of program offerings by attending industry conferences and workshops regularly.
  • Prepared clearly written and formatted documents and reports.
  • Offered technical support and troubleshot issues to enhance office productivity.
  • Drafted agendas, recorded minutes and generated documents to facilitate meetings.
  • Facilitated smooth transitions during periods of organizational change by effectively communicating expectations to all stakeholders involved.
  • Conducted research and analyzed data to inform program decisions.
  • Coordinated event logistics, including venue selection, catering arrangements, and attendee registration processes.
  • Authored business documents to organize and emphasize information quickly and effectively.
  • Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
  • Collaborated with cross-functional teams to develop innovative solutions for complex challenges.
  • Compiled data from various sources to provide comprehensive reports for senior management decision making.
  • Developed training materials for staff members, increasing overall competency levels within organization.
  • Evaluated program performance metrics to identify areas needing improvement or potential opportunities for growth.
  • Strengthened communication between team members by establishing clear channels for information sharing.
  • Promoted inclusive workplace environment where diversity was valued, leading to more innovative ideas being shared among team members.
  • Managed multiple projects simultaneously, ensuring timely completion and adherence to deadlines.
  • Created and updated records and files to maintain document compliance.
  • Identified communication channels to set roadmap to distribute information.
  • Sorted, opened, and routed mail and deliveries to meet business requirements.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Increased customer service success rates by quickly resolving issues.
  • Drafted common document templates to reduce time spent creating documents from scratch.
  • Proofread and edited documents for accuracy and grammar.
  • Performed wide-ranging administrative, financial and service-related functions.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
  • Trained and supervised employees on office policies and procedures.
  • Completed daily logs for management review.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.

Customer Service Manager

Tristar Fullfillment Services
07.2018 - 07.2020
  • Supervised 20 Call Center Representatives in providing excellent customer service to callers requiring assistance for rewards issues.
  • Oversaw recruitment, selection, onboarding, and training of new hires to maintain high-performing team dynamic.
  • Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
  • Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
  • Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
  • Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
  • Championed company values by modeling exceptional customer service skills both internally and externally.
  • Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
  • Implemented feedback loops for continuous improvement of customer support processes and policies.
  • Established strong relationships with clients, promoting trust and loyalty in our brand.
  • Leveraged data-driven insights from CRM systems to better understand client needs and tailor support strategies accordingly.
  • Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Enhanced team productivity by implementing effective training programs tailored to individual needs.
  • Reduced response times to customer inquiries by optimizing staff schedules for peak hours.
  • Coordinated employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
  • Boosted employee morale by fostering positive work environment and recognizing outstanding performance.
  • Reduced employee turnover by fostering positive work environment and providing supportive leadership.
  • Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
  • Facilitated open lines of communication within team by holding regular meetings, promoting collaboration, and sharing best practices.
  • Balanced competing demands from customers while ensuring staff workload was manageable thereby reducing burnout.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Assessed customer service data to identify and address improvement opportunities.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Championed culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
  • Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.
  • Conducted regular performance evaluations, providing constructive feedback and recommending targeted development plans for team members.
  • Streamlined workflow for faster response times through regular team training sessions.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Coordinated scheduling to ensure adequate staffing during peak hours, minimizing wait times for customers.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Monitored performance metrics to identify areas of improvement and implement necessary changes.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Managed high call volume while maintaining exceptional quality standards in line with company expectations.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Customer Service Supervisor

Tristar Fullfillment Services
07.2017 - 07.2018
  • Coordinated scheduling to ensure adequate staffing during peak hours, minimizing wait times for customers.
  • Streamlined workflow for faster response times through regular team training sessions.
  • Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
  • Managed high call volume while maintaining exceptional quality standards in line with company expectations.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Monitored performance metrics to identify areas of improvement and implement necessary changes.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Assisted in recruitment process of new employees by conducting interviews, assessing candidate skills, and making hiring recommendations based on qualifications aligned with company values.
  • Facilitated open lines of communication within team by holding regular meetings, promoting collaboration, and sharing best practices.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Improved first-call resolution rates through effective coaching and guidance on problem-solving techniques.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Mentored junior representatives, leading to increased productivity and improved skill sets within team.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Customer Service Representative

Tristar Fulfillment Services
05.2016 - 07.2017
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Managed 85 customers or more every day with positive attitude and focus on customer satisfaction.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both client and . company.
  • Responded to customer calls and emails to answer questions about products and services.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing value of our products and services.
  • Maintained thorough knowledge of products and services to provide accurate information to customers.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Consistently met or exceeded performance goals, contributing to overall success of call center.
  • Contributed positively to team dynamic by offering assistance to colleagues when needed and celebrating their successes.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Adapted quickly to new technologies introduced into call center environment, utilizing tools effectively during customer interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within call center.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Trained new personnel regarding company operations, policies and services.

Education

Associate of Science - Business Administration And Management

Salem Community College
Carney’s Point, NJ

Practical Nursing Program Diploma - Nursing

Lincoln Technical Institute
Mt. Laurel, NJ
12.2008

Skills

  • Risk Assessment
  • Attention to Detail
  • Sanctions Screening
  • Client Onboarding
  • Document Review
  • Analytical Skills
  • Due Diligence
  • Enhanced Due Diligence
  • Verbal and Written Communication

Timeline

KYC Analyst - Institutional

Binance.US
08.2022 - 08.2023

KYC Analyst - Retail

Binance.US
07.2021 - 08.2022

Operations Team /Program Assistant

TriStar Fulfillment Services
07.2020 - 06.2021

Customer Service Manager

Tristar Fullfillment Services
07.2018 - 07.2020

Customer Service Supervisor

Tristar Fullfillment Services
07.2017 - 07.2018

Customer Service Representative

Tristar Fulfillment Services
05.2016 - 07.2017

Associate of Science - Business Administration And Management

Salem Community College

Practical Nursing Program Diploma - Nursing

Lincoln Technical Institute

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Tamica Dowe