ESPERANZA A. MAQUILING
MAKATI CITY
Summary
Versatile professional with a diverse background in Customer Relationship Management, Compliance, Quality Assurance, Customer Service, and Marketing with 20 years of experience across various industries. Known for adaptability, strong problem-solving skills, and the ability to thrive in dynamic environments. Seeking to leverage my broad skill set and experience in a new role, where I can contribute to the growth and success of a forward-thinking company while further developing my professional expertise.
Overview
20
20
years of professional experience
Work History
Client Engagement Specialist
Kraken Digital Asset Exchange
07.2024 - Current
- Responsible for guiding new clients through the initial stages of a business relationship, ensuring they understand the steps, timelines ,and fully utilize the products, services, or solutions offered by the company.
- Managing the relationships with clients who have a higher level of engagement with the company's products or services.
- Organized screenings, background checks, and documentation requirements and authenticity to speed up application timelines and prevent potential delays in onboarding the client.
- Ensure that the client’s account, system, or service is correctly set up and configured to meet their specific needs.
- Develop a deep understanding of the Intermediate and Pro accounts' unique business needs, challenges, and goals.
- Provide assistance, tailored solutions, answer questions, and address various concerns during the onboarding and upgrading process.
- For new Intermediate and Pro clients, lead a personalized onboarding process that ensures they understand the full scope of the product’s features and how they can best apply them to meet their business objectives.
- Serve as the primary point of contact for the client during the onboarding period.
Compliance Analyst
Kraken Digital Asset Exchange
12.2022 - 07.2024
- Responsible for conducting in-depth investigations into clients, transactions, and business relationships to identify and assess potential risks related to money laundering, fraud, terrorism, and other financial crimes.
- Conduct comprehensive EDD investigations on high-risk clients or transactions that may require more detailed scrutiny beyond standard due diligence.
- Analyze complex financial transactions, historical patterns, and client backgrounds to assess risks associated with money laundering, terrorist financing, or other illegal activities.
- Perform background checks using various internal and external sources, including sanction lists, politically exposed persons (PEP) lists, adverse media, and third-party databases.
- Investigate the ownership structure, financial standing, and business activities of clients to detect any potential red flags or suspicious activity.
- Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
- Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
- Served as a trainer, providing guidance and support to new colleagues from various departments.
- Assess the level of risk associated with clients based on findings from EDD reviews, including evaluating factors like geography, industry, transaction patterns, and client behavior.
- Reduced false positives in transaction monitoring alerts through continuous refinement of system parameters based on historical patterns and trends.
Quality Assurance Analyst
Kraken Digital Asset Exchange
03.2021 - 12.2022
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Reported progress, test metrics and results to project stakeholders.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Mentored and coached team members on QA topics and strategies.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of the procedures.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions for analysts, enhancing their skills and knowledge of industry best practices.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
Account Security Analyst
Kraken Digital Asset Exchange
09.2020 - 03.2021
- Focuses on ensuring that security measures, systems, and processes associated with user accounts are robust, effective, and functioning as intended to protect sensitive information and prevent unauthorized access or breaches.
- Analyzed log files for anomalies, identifying potential intrusions or malicious activity before significant damage occurred.
- Maintained up-to-date knowledge of emerging threats by attending professional development events and staying informed on industry trends.
- Respond to account security incidents, including hacking attempts, account takeovers, or phishing attacks. Investigate incidents, determine the cause, and coordinate with the appropriate teams to resolve them.
- Educated the clients on cybersecurity awareness through emails, significantly reducing instances of human error-related breaches.
- Continuously monitor account-related activities, looking for suspicious behaviors or potential threats such as brute-force attacks, unusual login locations, or unauthorized access attempts.
- Performed risk analyses to identify appropriate security countermeasures.
Client Care Specialist
Kraken Digital Asset Exchange
07.2020 - 09.2020
- Focuses on fostering long-term relationships with clients by ensuring their satisfaction, addressing their concerns, and proactively engaging with them to reduce churn and increase client loyalty.
- Reach out to clients who may be showing signs of dissatisfaction (e.g., canceled accounts, decreased usage, or negative feedback) and offer tailored solutions to address their concerns and improve their experience.
- Address client complaints or issues in a timely and professional manner to ensure client satisfaction and prevent dissatisfaction from escalating.
- Handle sensitive situations with clients, such as disagreements or service failures, and work toward mutually beneficial resolutions to retain the client.
- Serve as an escalation point for clients who have unresolved issues or require advanced support, ensuring that their concerns are handled by appropriate resources.
- Demonstrated empathy towards clients'' situations while maintaining professional boundaries and adhering to company policies.
- Provided constructive feedback during team debriefs after challenging situations or successful outcomes alike.
KYC Specialist
Kraken Digital Asset Exchange
06.2019 - 07.2020
- Responsible for ensuring that a company complies with legal and regulatory requirements regarding customer identity verification and due diligence.
- Gather and review relevant customer data, including personal identification information (PII), such as name, address, date of birth, and identification documents.
- Ensure that documents provided by customers are authentic and valid. This may involve checking against official databases, conducting manual reviews, or using specialized verification software.
- Address inquiries and resolve issues related to KYC verification, ensuring a smooth experience for clients while maintaining regulatory standards.
- Recognized for strong analytical skills, identifying trends and patterns in client data to inform risk assessment processes.
- Mitigated operational risks by adhering to established guidelines when processing new account applications or updating existing records.
- Provided exceptional customer service during client interactions, addressing inquiries promptly while safeguarding sensitive information securely.
Senior Customer Service
Business Switch Pty Ltd
04.2016 - 03.2019
- Handles multiple quality chats via Intercom and LiveChat (maximum of 9 concurrency), while answering emails and processing customers' applications/registrations
- Generates leads or up sells company products and services
- Builds rapport with potential and existing customers by providing genuine and exceptional customer service
- Assists with customer's query on how they can start their business
- Worked flexible hours across night, weekend, and holiday shifts.
Note Taker
NoteTakingExpress
01.2016 - 03.2016
- Listens to the audio and transcribes the main points discussed in the class
- Creative and technical writing
- Proofreads and submits the notes by the specified deadline
- Promoted academic success for diverse learners by delivering comprehensive notes that catered to different learning styles.
- Enhanced student comprehension by providing clear and concise notes during lectures.
Chat Consultant - Telstra Digital Live Chat
Teletech
05.2013 - 01.2015
- Provides general enquiry and sales query through live chat
- Processes customers' request
- Contacts other departments for further assistance if needed
- Offers customer call back if necessary
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
Travel Process Associate - United Airlines
INTERGLOBE TECHNOLOGIES
01.2013 - 04.2013
- Assist customers or internal teams in booking travel arrangements, including flights, hotel accommodations, car rentals, and other services.
- Ensure that travel itineraries are accurately booked and confirm all details with the customer or traveler, including flight times, hotel reservations, transportation, etc.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Process changes, cancellations, or rebooking for clients as needed, ensuring that any alterations are communicated effectively.
- Respond to customer inquiries about travel destinations, itineraries, pricing, and available options. Offer guidance on visa requirements, travel insurance, and local transportation.
Marketing Staff/Layout Artist
IETSSI AGENCY
12.2011 - 06.2012
- Responsible for designing the visual arrangement and structure of printed or digital materials.
- Boosted social media engagement through the creation of compelling content and consistent posting schedules.
- Generated qualified leads with strategic email marketing campaigns, utilizing segmentation and personalization tactics.
- Create email marketing campaigns aimed at building relationships, promoting services, or providing useful information to clients.
Marketing Staff
EMPOWER MARKETING
03.2009 - 01.2011
- Create email marketing campaigns aimed at building relationships, promoting products, or providing useful information to subscribers.
- Conduct research to understand customer needs, market trends, and competitor analysis. This information helps create targeted strategies.
- Fostered a culture of continuous learning and development amongst marketing team members, providing regular training sessions and opportunities for skill growth.
- Regularly checking and reviewing client's data entered to ensure accuracy, completeness, and compliance with company standards.
MIS/Operations Clerk
EMPOWER MARKETING
08.2005 - 03.2009
- Overseeing the collection and integration of data from different sources within the organization (e.g., transactional systems, databases, registration, spreadsheets).
- Document, file and sort series of receipts for each month
- Provided clerical support to company clients and/or employees by copying, faxing, and filing documents.
- Facilitated smooth communication between departments by acting as a liaison, sharing relevant information and updates as necessary.
- Compute rebates for networkers and prepare monthly ledger report.
Education
Associate - Multimedia and Internet
INFORMATICS COMPUTER INSTITUTE
Makati City, Metro Manila, Philippines10-2004
Associate - Computer Technology
METRODATA COMPUTER COLLEGE
Pasay, Metro Manila, Philippines03-2000
BLESSED ELENA ACADEMY - High School
BLESSED ELENA ACADEMY
03-1998
Skills
- Complaint handling
- Client onboarding
- Creative problem solving
- Mentoring and training
- Customer relationship management
- Know your customer
- Compliance monitoring
- Sanctions screening
- Account Security
- Anti-money laundering
- Enhanced due diligence
- Quality assurance
Awards and Recognition
- Superhero Award, Kraken Digital Assets Exchange, September 2024 - Recognized for demonstrating exceptional qualities, behaviors, or achievements that go above and beyond the expected.
- Key Contributor Award, Kraken Digital Assets Exchange, July 2024 - Recognized for being an individual who has made significant, impactful contributions to a project, team, or organization, as well as going above and beyond in efforts, often playing a crucial role in the success of a particular initiative or business outcome.
Languages
English
Tagalog
Personal Information
- Age: 44
- Height: 5'2"
- Date of Birth: 05/07/81
- Nationality: Filipino
- Marital Status: Single
Timeline
Client Engagement Specialist
Kraken Digital Asset Exchange
07.2024 - Current
Compliance Analyst
Kraken Digital Asset Exchange
12.2022 - 07.2024
Quality Assurance Analyst
Kraken Digital Asset Exchange
03.2021 - 12.2022
Account Security Analyst
Kraken Digital Asset Exchange
09.2020 - 03.2021
Client Care Specialist
Kraken Digital Asset Exchange
07.2020 - 09.2020
KYC Specialist
Kraken Digital Asset Exchange
06.2019 - 07.2020
Senior Customer Service
Business Switch Pty Ltd
04.2016 - 03.2019
Note Taker
NoteTakingExpress
01.2016 - 03.2016
Chat Consultant - Telstra Digital Live Chat
Teletech
05.2013 - 01.2015
Travel Process Associate - United Airlines
INTERGLOBE TECHNOLOGIES
01.2013 - 04.2013
Marketing Staff/Layout Artist
IETSSI AGENCY
12.2011 - 06.2012
Marketing Staff
EMPOWER MARKETING
03.2009 - 01.2011
MIS/Operations Clerk
EMPOWER MARKETING
08.2005 - 03.2009
Associate - Multimedia and Internet
INFORMATICS COMPUTER INSTITUTE
Associate - Computer Technology
METRODATA COMPUTER COLLEGE
BLESSED ELENA ACADEMY - High School
BLESSED ELENA ACADEMY
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