Seleena Marie Guledew
Auckland,New Zealand
Summary
Dynamic and results-driven professional with over 9 years of experience in customer service, fraud investigation, and compliance. Successfully trained and mentored new hires at Wells Fargo, contributing to effective fraud mitigation and loss prevention. Managed compliance processes at Marcura Equities FZE, ensuring 100% adherence to regulatory standards. Recognized for my proactive approach and attention to detail, I consistently exceed expectations in fast-paced environments. Eager to leverage my expertise in compliance and customer relations to drive organizational success and elevate customer experiences.
Overview
9
9
years of professional experience
Work History
Compliance Analyst
Marcura Equities FZE
10.2023 - 06.2024
- Managed onboarding processes for counterparties, ensuring 100% compliance with regulatory standards.
- Conducted sanctions screening and verified documents and data according to established business rules and compliance standards
- Reviewed and resolved false positive hits in sanctions screening process, maintaining compliance with regulatory guidelines
- Prepared detailed due diligence reports that supported strategic decision-making.
- Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
Fraud and Claims Operations Representative
Wells Fargo International Solutions
05.2021 - 06.2023
- Trained and mentored 40 new employees, boosting the team's fraud detection and prevention capabilities.
- Led investigations into complex fraud cases, resulting in a significant reduction in financial losses.
- Enhanced fraud detection accuracy by analysing data patterns.
- Developed risk mitigation strategies, successfully reducing potential losses.
- Documented and communicated case findings, collaborating with internal teams to address critical issues.
- Handled customer complaints quickly and professionally to restore customer confidence.
Service Analyst
Citibank Philippines
07.2017 - 02.2021
- Engaged with customer in a warm, friendly manner, providing exceptional service over the phone
- Assisted clients with various banking inquiries, transactions, and account-related matters
- Provided comprehensive banking advice, suggesting tailored products and services aligned with customers’ financial goals
- Educated customers on digital banking tools and services, enhancing their banking convenience
- Handled high volume of calls, addressing inquires and performing transactions with accuracy and professionalism.
Technical Support Representative
West Contact Services
01.2016 - 07.2017
- Offer technical guidance to customers, ensuring a smooth and efficient resolution to their technical issues to enhance their overall experience
- Manage and prioritize incoming technical support requests, ensuring timely responses and resolutions to customer issues
- Serve as a reliable resource for customers, assisting them in resolving technical challenges and maintaining a positive customer experience.
Customer Account Executive
Teleperformance
06.2015 - 01.2016
- Provide exceptional customer service by handling hotel reservations inquiries, assisting guests with booking accommodations, and offering personalized recommendation to enhanced their stay
- Act as a primary point of contact for customers, ensuring seamless booking process, addressing inquiries, and resolving issues to maximize customer satisfaction
- Coordinate and manage hotel reservations for guests, optimizing room availability and ensuring accurate booking details to facilitate a smooth check-in process.
- Evaluated customers' potential needs to make appropriate recommendations.
Education
Master's Degree - Master of Applied Management (Business Information System)
Otago Polytechnic
Auckland, NZ12.2025
Skills
- Customer Service
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Attention to Details
- Critical Thinking
- Problem-solving abilities
- Leadership
- Due diligence
- Compliance Monitoring
Awards
Elite Award, Wells Fargo International Solutions, 2022 - 2023
Volunteer Experience
Student Ambassador at Otago Polytechnic
Timeline
Compliance Analyst
Marcura Equities FZE
10.2023 - 06.2024
Fraud and Claims Operations Representative
Wells Fargo International Solutions
05.2021 - 06.2023
Service Analyst
Citibank Philippines
07.2017 - 02.2021
Technical Support Representative
West Contact Services
01.2016 - 07.2017
Customer Account Executive
Teleperformance
06.2015 - 01.2016
Master's Degree - Master of Applied Management (Business Information System)
Otago Polytechnic
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