Vanessa Joy Estelon
Due Diligence Analyst
Quezon City
Summary
Detail-oriented, customer-focused professional with extensive experience in customer service and due diligence analysis. Proven ability to resolve client issues efficiently while ensuring strict compliance with regulatory standards. Expertise in building trust through clear communication, empathy, and a comprehensive understanding of KYC/AML requirements. Thrives in fast-paced environments, consistently delivering accurate, timely, and customer-centric solutions that enhance client satisfaction.
Overview
10
10
years of professional experience
Work History
Risk Customer Due Diligence Analyst
Reed Elsevier Shared Services Philippines Inc.
08.2022 - Current
- Performed Basic Customer Due Diligence (CDD) and identity verification for new customers in compliance with KYC regulations, including online document verification. Assessed risk levels to determine the need for Enhanced Due Diligence (EDD), especially for high-risk profiles such as PEPs or clients from high-risk jurisdictions. Maintained and updated customer records in response to changes in ownership or structure, ensuring ongoing compliance. Ensured secure storage of CDD data and documentation in line with regulatory requirements. Supported the use of third-party services to enhance due diligence efficiency and maintain compliance across high volumes of customers.
- Conducted comprehensive risk assessments to ensure compliance with regulatory standards, enhancing due diligence processes and minimizing exposure to financial crime.
- Analyzed customer data and transaction patterns, identifying suspicious activities and facilitating timely reporting to prevent potential fraud.
- Collaborated with cross-functional teams to streamline due diligence workflows, improving operational efficiency and reducing turnaround times for customer onboarding.
- Developed and implemented training sessions for junior analysts, fostering a culture of compliance and enhancing team knowledge on risk assessment methodologies.
Loan Verification Specialist
Nowcom Global Services, LLC
12.2021 - 03.2022
- Conducted customer interviews and verified employment and insurance details for loan applicants. Handled both inbound and outbound calls, including employer and reference verification, and managed voicemail systems to ensure timely communication and accurate documentation.
Technical Support Analyst I
Transcom Worldwide Philippines
05.2021 - 12.2021
- Answer incoming calls to assist customers with basic troubleshooting for their refrigerators. Process requests for refunds and product exchanges, and assign technician dispatches when issues cannot be resolved over the phone.
Customer Care Representative
Hinduja Global Solutions
09.2020 - 02.2021
- Handled incoming calls to assist customers with inquiries about medical coverage and benefits. Supported enrollment and plan changes, and processed reimbursements and refunds.
Technical Support Analyst I
VXI Global Solutions Inc.
01.2020 - 09.2020
- Responded to incoming calls from customers experiencing cable service issues. Provided basic troubleshooting over the phone and scheduled technician visits when necessary.
Retentions Specialist Advisor
Convergys - Concentrix Inc.
09.2018 - 01.2020
- Handled incoming calls from customers at risk of canceling services. Addressed complaints to improve satisfaction, retain accounts, and secure renewals by identifying concerns and offering tailored solutions or service plans.
Customer Service Representative
Concentrix - Synex Inc.
08.2015 - 09.2016
- Handled incoming calls and conducted research to resolve billing inquiries, including toll charges and recurring or non-recurring fees. Prepared credit and debit adjustments for customer accounts in coordination with the accounting department.
Education
Bachelor of Science - Architecture
Technological Institute of the Philippines
03.2013
Bachelor of Science - Hotel & Restaurant Management
Our Lady of Fatima University
03.2011
Skills
- Customer Due Diligence (CDD)
- Regulatory Compliance
- Communication Skills
- Documentation & Reporting
- Data management
- Know your customer
- Cross-functional teamwork
- Data verification
- Attention to detail
- Time management abilities
TOOLS & SOFTWARE
- Calendly
- Microsoft Office
- Google Workspace
- LexisNexis Tools and Software
- Slack
- Zoom
- Canva
- Adobe Tools
- Grammarly
- Email Support Tools
- Genesys
- Confluence
- Salesforce
- Zendesk
Timeline
Risk Customer Due Diligence Analyst
Reed Elsevier Shared Services Philippines Inc.
08.2022 - Current
Loan Verification Specialist
Nowcom Global Services, LLC
12.2021 - 03.2022
Technical Support Analyst I
Transcom Worldwide Philippines
05.2021 - 12.2021
Customer Care Representative
Hinduja Global Solutions
09.2020 - 02.2021
Technical Support Analyst I
VXI Global Solutions Inc.
01.2020 - 09.2020
Retentions Specialist Advisor
Convergys - Concentrix Inc.
09.2018 - 01.2020
Customer Service Representative
Concentrix - Synex Inc.
08.2015 - 09.2016
Bachelor of Science - Hotel & Restaurant Management
Our Lady of Fatima University
Bachelor of Science - Architecture
Technological Institute of the Philippines