Virginia Perez-Garcia

• Policy Development and Maintenance: Spearheaded development and maintenance of AML policies, procedures, and controls, ensuring alignment with regulatory requirements and industry standards. Implemented measures to enhance organizational compliance and mitigate risks effectively.
• Training and Awareness Initiatives: Led training sessions and workshops to enhance staff awareness and understanding of AML/CFT obligations and emerging trends. Fostering a culture of compliance by promoting knowledge-sharing and continuous learning among team members.
• Customer Due Diligence (CDD) and Transaction Monitoring: Conduct comprehensive customer due diligence (CDD) and transaction monitoring activities to identify and mitigate potential risks of money laundering and terrorist financing. Utilising advanced analytical tools and techniques to enhance detection capabilities and ensure regulatory compliance.
• Investigation and Reporting: Diligently investigate suspicious transactions and activities, leveraging advanced analytical tools and techniques. Prepared detailed reports for regulatory authorities, outlining findings and recommendations to support effective decision-making and enforcement actions.
• Audits and Process Enhancements: Proactively conduct audits and reviews of AML processes and systems, identifying areas for improvement and implementing strategic enhancements. Strengthened the overall compliance framework by optimizing processes and controls to mitigate risks and enhance operational efficiency.
• Collaboration and Communication: Collaborate with internal departments to address compliance issues and enhance controls, fostering effective communication and sharing of best practices. Promote cross-functional collaboration to streamline processes and ensure alignment with organizational goals and objectives.
• Records Management and Documentation: Maintained meticulous records and documentation related to AML activities and reporting obligations. Ensured accuracy and accessibility for regulatory examinations and audits, demonstrating a commitment to transparency and accountability.

• Process Documentation and Collaboration: Documented processes and collaborated with law enforcement agencies to respond to inquiries and investigations promptly. Ensured strict compliance with regulatory guidelines and internal policies, maintaining transparency and integrity throughout the process.
• Comprehensive Fraud Audits and Analysis: Conducted thorough audits of complex fraud cases, employing forensic analysis and investigative techniques to uncover fraudulent activities and patterns. Reviewed account suspensions meticulously, identifying potential risks and vulnerabilities to enhance fraud detection and prevention efforts.
• Effective Communication and Collaboration: Established robust communication protocols with the legal team, fostering seamless communication and collaboration. Facilitated information sharing and coordinated efforts to mitigate risks effectively, ensuring alignment with organizational objectives and regulatory requirements.
• Prioritization and Investigation Management: Triage and assigned incoming cases for investigation by the Financial Crime Operations Investigations (FCOI) team, prioritizing high-risk activities. Enhanced overall fraud detection and prevention efforts by implementing strategic prioritization strategies and optimizing investigation management processes.

• Effective Leadership and Guidance: Provided strong leadership and guidance to a dedicated team of 10-14 employees, fostering a positive and productive work environment conducive to achieving organizational goals.
• Performance Monitoring and Improvement: Monitored attendance, performance metrics, and key performance indicators (KPIs) with meticulous attention to detail. Implemented targeted training and feedback initiatives to enhance individual and team performance, driving continuous improvement and excellence.
• Policy Adherence and Compliance: Enforced strict adherence to company policies and procedures, ensuring alignment with regulatory requirements and ethical standards. Proactively identified and addressed any compliance issues or discrepancies to maintain organizational integrity and mitigate risks.

• Managed Diverse Teams: Oversaw teams ranging from 25 to 60 employees across various clients and industries, ensuring seamless operations and exceptional service delivery.
• Aligned with SLAs and Quality Standards: Ensured strict adherence to service level agreements (SLAs) and quality standards, maintaining high levels of performance and customer satisfaction.
• Talent Acquisition and Development: Spearheaded comprehensive recruitment, training, and development programs, meticulously identifying and nurturing talent to foster a culture of continuous learning and growth within the organization.
• Strategic Quality Management: Implemented robust quality processes and conducted regular audits to drive operational excellence, enhance service quality, and exceed customer expectations.
• Performance Optimization: Conducted frequent performance reviews and provided constructive feedback to team members, fostering a culture of accountability and excellence. Recognized individual and team achievements while proactively addressing areas for improvement to optimize performance and productivity.

• Assistance in Fraud Management: Provided essential support to RBS, NatWest, and Ulster Bank customers, adhering to established policies and procedures. Maintained accurate records and updated databases to ensure compliance with regulatory requirements and internal guidelines. Managing approximately 90 incoming calls from customers per day.

Compliance-Oriented Customer Service: Delivered technical support for Kindle devices and assisted Amazon customers with order queries, strictly following company policies and procedures. Upheld Amazon's specific policies to ensure customer satisfaction and regulatory compliance

• Responded to customer calls and emails to answer questions about products and services.
• Utilized internal software and tools to meet customer needs and resolved issues promptly.
• Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Strategic Sales Management: Spearheaded efforts resulting in a 25% consecutive profit increase annually and the opening of seven new markets within three years. Developed and implemented a quality system and cost avoidance measures to optimize operational efficiency and enhance competitiveness.
• Leadership and Project Management: Established a robust sales structure and coordinated a diverse team of vendors, distributors, and sales agents. Successfully managed export procedures, logistics, procurement, and purchase orders to streamline operations and drive business growth.