CHERISH DAWN EVANGELISTA CAHILIG

Key Responsibilities:

‎- Quality Control Audits: Conduct thematic and retrospective reviews of Name Screening alerts to ensure correct dispositioning (True Match vs. False Positive). Executing 500+ audits weekly, we ensure that our risk-based approach (RBA) meets an accuracy standard of up to 100%, effectively mitigating financial crime risks.
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‎- Error Management: Identify, track, and report on analyst performance, providing targeted coaching to improve sanctions name screening standards.
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‎- Disambiguation Oversight: Evaluate how analysts resolve "fuzzy matches" (e.g., nicknames, spelling variations) to ensure sanctioned entities are not incorrectly dismissed as "false positives".
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‎- Performance Feedback: Conduct weekly data-driven feedback sessions (QC Connects) for assigned analyst teams, delivering team coaching based on audit findings to minimize recurring errors and implement corrective actions that enhance overall operational efficiency. Additionally, discuss all the recent updates to provide clarity and resolve process ambiguities.
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‎- Calibration: Facilitate weekly internal calibration sessions with the Operations team to synchronize quality standards and ensure total alignment between QC findings and analyst execution.
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‎- Reporting: Prepare daily, weekly and monthly Quality Scorecards for leadership, highlighting potential compliance gaps or emerging risks.
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• ‎Enhancing the team's operational resilience by addressing process confusion through structured knowledge-sharing.
• Design and deliver specialized sessions on complex topics like secondary identifier matching or Name transliterations.
• Final Escalation Authority: Act as the ultimate decision-maker for high-risk disambiguation cases that analysts find too complex, providing a "teachable moment" for every escalation resolved. ‎
• Root Cause Analysis (RCA): Perform deep dives into team-wide failures to determine if an error was caused by a lack of knowledge, a system bug in the screening tool, or poor time management.

• Retail Account

- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

- Developed strong product knowledge to provide informed recommendations based on individual customer needs.

- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

- Assisted customers in navigating company website and placing online orders, improving overall user experience.

- Contributed to sales growth by upselling products and services based on individual customer requirements.

- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

- Addressed customer inquiries to ensure satisfaction and foster positive service experience.

- Investigated and resolved customer inquiries and complaints quickly.

- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

• Travel Account

- End-to-End Reservations: Processing bookings for flights, hotels, car rentals, and tour packages using the company booking tools.

- Complex Itinerary Management: Handling technical modifications, such as multi-city routings, name corrections, and baggage allowance clarifications.

- Disruption Management: Providing immediate solutions during "IRROPS" (Irregular Operations) like flight cancellations, weather delays, or overbooked hotels.

- Payment & Refunds: Managing transactions, processing cancellations according to airline and hotel policies, and explaining complex fare rules.

- Visa & Travel Documentation: Advising travelers on passport validity, visa requirements, and health protocols (e.g., vaccination records).

• Assigned in ULSSI Research & Development

- Provides essential support to scientists and technicians by handling the "prep and maintenance" tasks that keep a lab running safely and efficiently.

- Sterilization & Cleaning: Washing and autoclaving glassware, pipettes, and instruments to prevent cross-contamination.

- Sample Processing: Receiving, labeling, and sorting biological or chemical specimens; often involves centrifuging samples or preparing slides.

- Inventory Management: Monitoring stock levels of reagents, swabs, and PPE, and ensuring hazardous materials are stored correctly.

- Equipment Calibration: Performing basic maintenance and daily checks on scales, pH meters, and refrigerators to ensure they meet quality control standards.

- Waste Disposal: Safely handling and disposing of biohazardous or chemical waste according to strict safety protocols.

- Data Entry: Recording environmental conditions (like room temperature) and logging sample data into a Laboratory Information Management System.

• Maintained quality of product by checking labels, packaging and other factors.
• Improved product quality with thorough inspections and adjustments to machine settings as needed.
• Actively supported continuous learning opportunities within the team by attending training sessions, sharing learnings with colleagues, and incorporating new knowledge into daily activities.
• Made sure that products were produced on time and are of good quality.
• Met production targets and tight deadlines by collaborating closely with team members.