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Work Background
V.P. AML Compliance & Control Specialist
BNY MellonV.P. AML Compliance & Control Specialist
May. 2023United States
Quality Manager Financial Crimes Governance (Supervisor & Manager)
TruistQuality Manager Financial Crimes Governance (Supervisor & Manager)
Aug. 2018 - May. 2023Greater Orlando• Support governance framework and processes within the organization. • Review and create risk ratings for possible controls due to compliance findings. • Communicate with stakeholders’ findings and coordinate remediation plans. • Provide onboarding and training for new hires to maximize capacities of the quality assurance team. • Maintained database of testing reports and calibration records using SharePoint and other resources. • Reviewed customer interactions and activity reports to identify and address concerns. • Reviewed and analyzed internal data to provide recommendations and insights into several line of business functionality to assist in the team development. • Monitored procedures, conduct internal audits to provide data for employee performance ratings and line of business compliance and regulatory guidelines. • Collaborated with management to discuss effective plans for resolving quality issues. • Contributed to business growth by confirming customer satisfaction with service and quality. • Secured positive customer experiences while executing effective quality assurance practices. • Provide constant communications, coaching, direction, leadership, and motivation to the teammates. • Engage team in positive activities with the teammates to keep good moral and positive teammate engagement.
Fraud Support Unit Manager - Fraud Operations
SunTrustFraud Support Unit Manager - Fraud Operations
Apr. 2017 - Aug. 2018Orlando, Florida Area• Directed day-to-day operations by implementing short-term and long-term strategies to achieve business plan and profitability goals. • Conducted performance reviews providing coaching feedback to benefit both company and employee. • Managed department operations with responsibility for meeting service levels, scheduling and training. • Implemented policies and standard operating procedures and managed quality, customer service and logistics. • Delivered positive customer experiences by implementing effective quality assurance practices. • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability. • Planned daily operational strategies and team workflows. • Recruited, hired and trained crew members on application of projects, customer relations and customer service. • Improved morale and management communication by creating employee recognition and rewards practices. • Developed initiatives for process improvement and reviewed and assessed ongoing operations. • Cultivated and strengthened relationships with customers, vendors and internal stakeholders. • Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis. • Contributed to development and evaluation of service level agreements that complied with established operational parameters.
Financial Crimes Quality Assurance Analyst
SunTrustFinancial Crimes Quality Assurance Analyst
Feb. 2015 - Apr. 2017Orlando, Florida• Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas. • Set and achieved product quality objectives while meeting product specifications. • Investigated performance to maintain employee adherence to quality and safety policies. • Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork. • Recommended improvements to systems and procedures for increased productivity. • Oversaw process checks to verify proper completion and correct frequency. • Created, edited, and updated project manuals and technical documentation used by entire QA team. • Consulted with product owners and developers to fully understand intended features and functionality. • Implemented internal auditing practices to create standards and statutory obligation compliance reports. • Crafted quality control tests to analyze data for process improvement initiatives. • Review account trends and activities to communicate red flags and possible resolutions or analytical rules.
Financial Crimes (Fraud Claims Specialist and Investigator)
SunTrustFinancial Crimes (Fraud Claims Specialist and Investigator)
Mar. 2010 - Apr. 2015Greater Orlando• Conducted reviews of flagged transactions and reports that showed potential suspicious activity. • Identified fraud patterns and anomalies through analysis of large quantities of data. • Communicated with customers and company personnel, utilizing active listening and interpersonal skills. • Participated in group discussions with team members to develop new ways to combat fraud. • Determined existing fraud trends by analyzing accounts and transaction patterns. • Utilized effective interpersonal and active listening skills during interviews with customers regarding fraud cases. • Trained team members on reporting procedures and guidelines. • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines. • Prioritized and organized tasks to efficiently accomplish service goals.
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