Summary
Overview
Work History
Education
Skills
Tools
Timeline
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Charity Dela Cruz

Manila, Metro Manila

Summary

The calm, data-savvy sidekick your business needs — customer joy, clean ops, and clever research included.


Operations professional prepared for this role with strong analytical skills and strategic mindset. Demonstrated ability to streamline processes, optimize resources, and enhance operational efficiency. Strong focus on team collaboration and adaptability to changing needs. Expertise in data analysis, project management, and problem-solving, ensuring reliable and impactful performance.

Overview

12
12
years of professional experience

Work History

Compliance Operations Analyst

ILex Consulting LLC
12.2022 - Current
  • Analyzed customer's personal data to identify any inconsistencies and approve their application
  • Run screening for OFAC/PEP or Sanction matches to identify if its a false positive or a true positive match
  • Conducted AML transaction screening
  • Created, reviewed and updated compliance policy templates
  • Monitored project timelines and deliverables to ensure adherence to targets.
  • Analyzed operational data to identify trends and streamline processes.
  • Conducted thorough transaction monitoring to identify suspicious activity and potential AML violations.
  • Collaborated with cross-functional teams to investigate and resolve complex cases of financial crime.
  • Supported management in developing comprehensive AML policies and procedures to ensure regulatory compliance.
  • Partnered with fraud manager to research and investigate cases.
  • Recommended new software tools and enhancements to improve fraud detection, prevention and reporting efforts.
  • Reported violators of financial regulations to appropriate parties for disciplinary action.
  • Collaborated with cross-functional teams to enhance workflow efficiency.
  • Developed detailed reports on key performance indicators for management review.
  • Implemented process improvements that increased productivity and reduced bottlenecks.
  • Trained new team members on operational procedures and best practices.
  • Improved team productivity by implementing effective workflow strategies and time management techniques.
  • Analyzed and verified client documentation for accuracy and completeness.
  • Conducted thorough customer due diligence to ensure compliance with KYC regulations.
  • Maintained up-to-date knowledge of regulatory changes impacting KYC procedures.
  • Collaborated with cross-functional teams to resolve discrepancies in client profiles.
  • Assisted in training new team members on KYC protocols and best practices.
  • Reviewed risk assessments to identify potential red flags in client activities.
  • Generated detailed reports on KYC findings for internal audit purposes.
  • Implemented process improvements to enhance efficiency of KYC workflows.

Customer Support Specialist

360 Mind
01.2024 - 02.2025
  • Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
  • Assisted in developing knowledge base articles to streamline support processes and enhance user experience.
  • Collaborated with cross-functional teams to identify recurring issues and implement effective solutions.
  • Trained new team members on customer support protocols, fostering a collaborative work environment.
  • Led initiatives to optimize ticketing system workflows, reducing response times and improving efficiency.
  • Managed escalated cases by coordinating with relevant departments for prompt resolution of complex issues.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Provided timely assistance to customers via email, and live chat channels, ensuring a high level of professionalism at all times.

AML Compliance Officer

Upwork.com
11.2022 - 01.2023
  • Conducted comprehensive AML risk assessments to identify potential compliance vulnerabilities.
  • Developed and implemented internal policies to enhance regulatory adherence and operational efficiency.
  • Monitored suspicious activity reports, ensuring timely submission for regulatory review.
  • Collaborated with cross-functional teams to facilitate compliance training and awareness programs.
  • Assisted in updating compliance documentation in response to changing regulations and industry standards.
  • Conducts risk assessments on freelancers and client's profiles.

Fraud and KYC Analyst

Sable Money Inc
09.2021 - 12.2022
  • Conducted thorough customer due diligence to identify and mitigate potential risks.
  • Analyzed KYC documentation to ensure compliance with regulatory requirements and internal policies.
  • Collaborated with cross-functional teams to resolve discrepancies in customer information efficiently.
  • Implemented process improvements that enhanced the accuracy of customer risk assessments.
  • Created the company's Standard Operating Procedures (SOPs)
  • Conducted Risk assessment before deciding on customer applications
  • Monitored ongoing transactions for suspicious activity, escalating concerns as necessary.
  • Developed training materials for new team members on KYC procedures and best practices.
  • Evaluated third-party vendors' compliance with KYC regulations and standards continuously.
  • Reviewed new prospect KYC documents to meet requirements and determine business model risk.
  • Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
  • Supported KYC processes for applicants and existing customers.
  • Conducts OFAC, Sanctions and PEP screening
  • Identified potential risks and red flags through comprehensive customer risk assessments, mitigating potential financial losses.
  • Reduced the risk of money laundering and terrorist financing by implementing robust KYC policies and procedures.

AML and Enhanced Due Diligence Analyst

Manulife Business Processing Services
06.2021 - 08.2022
  • Conducted comprehensive risk assessments to evaluate potential investment opportunities.
  • Analyzed financial statements and market conditions to inform strategic decisions.
  • Collaborated with cross-functional teams to streamline due diligence processes.
  • Developed detailed reports highlighting key findings and recommendations for stakeholders.
  • Ensured compliance with regulatory requirements during the evaluation process.
  • Creating a detailed report of my Enhanced due diligence analysis and results for regulatory assessment
  • Using various tools to conduct name screening and any financial crime or misconduct that might be associated with our customer
  • Identifying the client's tax jurisdiction and country of residence and citizenship

Mutual Fund Administrator

Manulife Business Processing Services
07.2019 - 06.2021
  • Processed mutual fund transactions with precision, ensuring compliance with regulatory standards.
  • Managed shareholder inquiries, providing timely and accurate information on account statuses and investment options.
  • Collaborated with cross-functional teams to streamline reporting processes, enhancing operational efficiency.
  • Conducted thorough audits of fund records, identifying discrepancies and implementing corrective actions.
  • Safeguarded the integrity of clients'' assets through diligent management of account holdings and regular reconciliation against custodian data.
  • Delivered training sessions for junior staff members on topics such as fund accounting principles and regulatory compliance issues, enhancing team expertise across critical areas.
  • Open accounts for clients
  • Processed client's redemption requests
  • Processed Estate redemption requests
  • Makes necessary adjustments to correct trades on client's account

Credit Support Specialist

HSBC Electronic Data Processing
08.2017 - 07.2019
  • Managed credit inquiries and processed account adjustments for improved customer satisfaction.
  • Analyzed financial data to assess credit risk, ensuring compliance with regulatory standards.
  • Developed training materials and conducted sessions for new team members on credit policies.
  • Collaborated with cross-functional teams to resolve discrepancies in client accounts efficiently.
  • Create proposals for our credit advisory team
  • Ensure securities/collaterals valuation are complete and documented
  • Collaborate with relationship managers, credit advisory team as well as credit support team for efficiency and providing best solutions to customers
  • Draft facility, legal loan contracts as well as demand letters
  • Processed loan withdrawals as well as ensuring the right interest margins were marked

Customer Service Lead

HSBC Electronic Data Processing
06.2014 - 08.2017
  • Led customer service team, ensuring consistent delivery of high-quality support and engagement.
  • Developed training programs to enhance staff capabilities and improve service efficiency.
  • Implemented process improvements, resulting in streamlined operations and increased customer satisfaction.
  • Analyzed customer feedback to identify trends and drive strategic enhancements in service offerings.
  • Mentored junior staff, fostering a collaborative environment focused on professional growth and development.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
  • Reviewed associate performance to identify training needs.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Reduced average call handling time through efficient problem diagnosis and resolution techniques.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Implemented and developed customer service training processes.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Customer Service Representative

SPi Global
06.2013 - 06.2014
  • Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
  • Maintained accurate records of customer interactions using CRM software to enhance service quality.
  • Trained new staff on company policies, procedures, and customer service best practices to ensure consistency.
  • Implemented process improvements that streamlined order processing and reduced response time for customer requests.
  • Monitored feedback channels to identify trends, contributing insights to improve service delivery strategies.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Improved resolution time with effective problem-solving for customer complaints.

Education

Bachelor of Science - Business Administration And Management

CMU - City of Malabon University
Manila, Metro Manila, Philippines
04-2013

Skills

  • Reporting skills
  • Operational efficiency
  • Workflow optimization
  • Data analysis
  • Process updates
  • Operations research
  • Lean six sigma
  • Reporting
  • Multitasking
  • Microsoft PowerPoint
  • Organizational skills
  • Decision-making
  • Attention to detail
  • Root-cause analysis
  • Project management
  • Team building
  • Problem-solving
  • Active listening
  • Effective communication
  • Self motivation
  • Operations management
  • Risk assessment
  • Written communication
  • Report writing
  • Risk management
  • Process mapping

Tools

Excel • Google Workspace • Notion • ClickUp • Slack • Confluence • Jira • HubSpot • ChatGPT (yes, I even use AI smartly!)

Zendesk, Slack, Google Suite, Microsoft Office, Zoom, Skype, Mailchimp Fraud/AML/KYC: Lexis Nexis Bridger, Refinitiv Worldcheck, RDC, ComplyAdvantage, Factiva, Orbis, Sayari, Sardine, Sift, Persona, Sentilink, Sumsub, Plaid Creative & Research: Canva (basic), Lexis Nexis, web digging like a pro

Timeline

Customer Support Specialist

360 Mind
01.2024 - 02.2025

Compliance Operations Analyst

ILex Consulting LLC
12.2022 - Current

AML Compliance Officer

Upwork.com
11.2022 - 01.2023

Fraud and KYC Analyst

Sable Money Inc
09.2021 - 12.2022

AML and Enhanced Due Diligence Analyst

Manulife Business Processing Services
06.2021 - 08.2022

Mutual Fund Administrator

Manulife Business Processing Services
07.2019 - 06.2021

Credit Support Specialist

HSBC Electronic Data Processing
08.2017 - 07.2019

Customer Service Lead

HSBC Electronic Data Processing
06.2014 - 08.2017

Customer Service Representative

SPi Global
06.2013 - 06.2014

Bachelor of Science - Business Administration And Management

CMU - City of Malabon University

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Charity Dela Cruz