Theresa Allen
Cincinnati,Ohio
Summary
Quality driven compliance professional with 15+ years’ experience conducting detailed financial reviews, analyzing high-risk transactions, and ensuring adherence to regulatory standards. Skilled in risk assessment and account reconciliation, with track record of documenting and reporting compliance issues and developing process improvements. Currently pursuing a Master’s degree in Accounting and Data Analytics/Visualization and possesses a strong understanding of accounting and auditing principles and standards.
Overview
17
17
years of professional experience
1
1
Certification
Work History
TurboTax Product Expert
Intuit
San Diego, CA
12.2024 - Current
- Delivered real-time support via video, phone, and chat to help users successfully complete personal and small business tax returns.
- Guided customers through TurboTax software features, including income input, deductions, credits, and e-filing processes.
- Interpreted and communicated complex tax laws and IRS/state guidelines in simple, customer-friendly language.
- Resolved customer issues efficiently by troubleshooting technical problems and escalating software bugs, as needed.
- Maintained expert knowledge of current federal and state tax regulations to ensure accurate and compliant support.
- Documented user feedback and recurring issues to aid product improvement, and cross-functional insights.
- Consistently met or exceeded KPIs, including resolution rate, customer satisfaction (CSAT), and quality assurance scores.
- Handled high-volume inquiries during peak tax season with professionalism, accuracy, and empathy.
Compliance AML Intermediate Analyst
Citibank
Florence, KY
11.2021 - Current
- Conduct comprehensive Anti-Money Laundering (AML) compliance reviews on client accounts, successfully identifying and analyzing high-risk transactions and behaviors
- Document and report compliance, legal, and business AML-related issues, presenting summarized findings, leading to enhanced risk mitigation strategies
- Uplift client records by addressing missing or outdated information to meet Know Your Customer (KYC) standards, achieving goal compliance rate through proactive outreach
- Collaborate with cross-functional teams, including branch personnel and wealth advisors, to streamline information-gathering processes
- Develop and implement enhanced review protocols for identifying additional risks during AML reviews, improving the overall efficiency of compliance processes
AML Associate Analyst I
Citibank
Florence, KY
10.2017 - 11.2021
- Conducted thorough Anti-Money Laundering (AML) compliance reviews on Citi credit card accounts, successfully identifying high-risk transactions, reducing potential compliance issues
- Monitored incoming and outgoing department calls, identifying noncompliance with policies and procedures, which led to the implementation of corrective actions
- Provided timely and constructive feedback to analysts and their managers when breaches were found, fostering a culture of accountability and continuous improvement within the compliance team
- Completed client KYC case files and uplifted client information to meet KYC standards, achieving at goal compliance rates
Business Operational Risk Analyst
Citibank
Florence, KY
02.2015 - 10.2017
- Performed inbound and outbound customer service call monitoring for Citi cards, ensuring adherence to national call guidelines, which contributed to improvement in overall service quality
- Periodically traveled to partner sites to conduct on-site phone audits, enhancing compliance oversight and identifying opportunities for process improvements that led to increase in audit accuracy
- Provided targeted feedback to call center agents and their managers based on audit findings, fostering a culture of continuous improvement and increasing overall team performance metrics
- Performed Quality Control reviews on system processes and client-agent phone interactions, successfully identifying process gaps and recommending solutions that streamlined operations
Client Escalations Supervisor
Citibank
Florence, KY
10.2011 - 02.2015
- Served as the primary point of contact for front line agents needing assistance with resolving complex customer issues
- Prioritized issues, and at times coordinated with other departments to find solutions
- Analyzed escalated concerns, utilized root cause analysis and resolved issues within a timely manner
- Followed up with customers about the progress of their escalated issues
- Analyzed account activity and notes to detect fraudulent transactions, implementing appropriate measures that resulted in reduction in fraud-related losses
- Opened disputes for fraudulent activity upon client request, ensuring timely resolution and enhancing client trust, leading to increase in positive customer feedback
New Accounts Representative
Citibank
Florence, KY
06.2008 - 10.2011
- Answered customer service inquiries for Citi card clients, consistently achieving satisfaction rating for responsiveness and issue resolution
- Assisted customers with applying for new accounts, accurately entering information into new accounts processing system with 100% accuracy, contributing to seamless onboarding
- Conducted thorough checks for duplicate applications in the pending application file, previously declined applications, and the A/R database, successfully reducing application processing errors
Education
Master of Accountancy - Data Analytics/Visualization
Northern Kentucky University
Bachelor of Business Administration - Accounting
University of Cincinnati
Skills
- Transaction Monitoring
- AML compliance
- Risk Assessment and Mitigation
- Fraud detection
- Quality Assurance
- Tax software
- Excel Proficiency
- Customer service
Certification
- Microsoft Excel Certification - In Progress
- Client Excellence Certificate | Gateway College - Completed
Timeline
TurboTax Product Expert
Intuit
12.2024 - Current
Compliance AML Intermediate Analyst
Citibank
11.2021 - Current
AML Associate Analyst I
Citibank
10.2017 - 11.2021
Business Operational Risk Analyst
Citibank
02.2015 - 10.2017
Client Escalations Supervisor
Citibank
10.2011 - 02.2015
New Accounts Representative
Citibank
06.2008 - 10.2011
Master of Accountancy - Data Analytics/Visualization
Northern Kentucky University
Bachelor of Business Administration - Accounting
University of Cincinnati
Similar Profiles
Jaclyn BoyceJaclyn Boyce
TurboTax Expert at IntuitTurboTax Expert at Intuit
Ashit GhoshAshit Ghosh
Sr. Mac OS Application Developer at IntuitSr. Mac OS Application Developer at Intuit
Jayla BennettJayla Bennett
Risk Management Analyst II at IntuitRisk Management Analyst II at Intuit
Lori CazenaveLori Cazenave
Seasonal Tax Preparer at IntuitSeasonal Tax Preparer at Intuit
Christian KolianosChristian Kolianos
Intern at The Potomac Institute For Policy StudiesIntern at The Potomac Institute For Policy Studies