Jameel Hussain

• Investigating cases to identify possible money laundering, terrorist financing and wider financial crime risks, taking appropriate mitigating actions
• Undertaking financial customer due diligence on e-commerce clients - CDD, SDD and EDD
• Reviewing and completing Anti-Money Laundering (AML) and name list screening escalations in relation to high risks organisations
• Detailed analysis of client's revenue in perspective of relevant nature of the business and investigating politically exposed person's (PEP's)
• Conduct account reviews and determine appropriateness to initiate an investigation based on suspicious activity.

Key Achievements:

• Completed 20 high risk cases within the final weeks of remediation to ensure company compliance is achieved whilst maintaining quality above 97%.
• Investigating over 500 matches on a high profile case where the business could've been a threat to World Pay. I was able to use my own judgement and initiative to clear potential threats.
• Training new and existing staff that have moved to my department whilst following company procedures. Over time, I was awarded with an Amazon gift card from achieving 'celebrate recognition points' from colleagues.

• Engaging with team members and building strong relationships to make sure targets are met in a timely manner.
• Read and correctly interpreted documentation to understand key details and make accurate judgments about data.
• Upheld strict confidentiality and information protection standards for data.
• Worked with large volumes of data, completed accurate calculations, and presented results in required formats.

Key achievements:

• Managed 45+ calls in one day (averaging 7 minutes per call) to ensure taxes are paid correctly. I demonstrated my problem solving skills to ensure all customers issues were resolved.
• Persuaded many customers to use the Online Government gateway by up-selling the service. As a result, this reduced the number of calls and I could focus on urgent queries.
• Wrote an article about my journey to HMRC to inspire others. As a result, this was chosen and made publicly available on the front page of Yammer for the December month.

• Building rapport with team members and working alongside them
• Identified and mitigated potential fraud and transaction risks.
• Recommended bank products and services to current and prospective customers.
• Explained bank services, financial products, and applicable fees to customers.
• Applied critical thinking to analyse problems, evaluate solutions and select best decisions.

Key achievements:

• Adjusting to using old software which took me about a 2 week to get used to and the training lasted for a month.
• Up-selling the shopping or transfer plus credit card offers as this benefited the customer to either transfer large amounts of credit or receive 0% interest offer for 18 months. In the long term this offer generated further revenue for the M&S.
• A customer rang mentioning they were in financial difficulty. The customer was upset and I listened to the customers carefully. As this customer was not part of M&S, I was able to transfer all the customers debt with a 0% interest rate for 18 months. As a result, the customer was satisfied with the service.

• Receiving a daily list of tasks to complete within a specific time frame to fulfil customer satisfaction and company procedures
• Accurately inputting data and logging participant results on Sales Force
• Building customer rapport and ensuring effective communication.

Key achievements:

• A normal workday would consist of visiting 5 households in one day, as there was a lack of workers in the area - I was capable of completing 10 household tests even though it was raining. I was determined to ensure our team had the highest visits to ensure health competition.
• One day a customer could not make the visit due to unforeseeable circumstances. As this was my regular participant, I offered to visit on the weekend to ensure the customer was not missed. This ensured consistency for achieving company objectives, to help enable IQVIA reduce potential impacts from Covid.

• Responsible for the efficient processing of various administrative tasks including investigating ongoing complaints, collating documents to aid cases, and inputting data correctly
• Strongest performing individual on the team, achieving 95% or above quality on all cases.
• Achieving individual targets daily whilst producing high-quality cases.
• Supported special financial and business projects with administrative assistance.
• Kept back-office operations smooth and efficient to support business needs.

Key achievements:

• This job was based on targets, and when this is achieved it is possible to finish early. However, after a few months of experience, I was able to complete 2-3 days of work in a day, whilst maintaining above 95% quality.
• Adhering customer complaints on a daily basis and analysing information sent it from Solicitors. If any information was missing, I would follow company procedures to ensure the customer did not miss out on their PPI refund.
• When there was new process changes and the manager was not available. I would gather the team together and provide a short presentation to ensure our team was the best performing team in the department.

• Maintaining team efficiency at peak times, making sure each customer is treated honestly and transparently.
• Accepted and processed cash, cheque, card, and mobile payments using POS systems.
• Used product knowledge, sales abilities, and customer relations skills to drive substantial profit increases.
• Guaranteed high levels of customer satisfaction through product knowledge and attentive service.

Key Achievements:

• Managed to sell an iPhone with insurance and accessories on my first day. It was made easy as I was able to build rapport with the customer whilst indirectly finding out the needs of this customer. As a result, this ensured store targets are achieved.
• I achieved 100% mystery shopper, which was tested on my customer service skills and ensuring that I was following the correct procedures when explaining the insurance policy.
• Implementing new ways to approach customers and explaining this to my manager during my one-to-one meeting. I believe it was better to have a conversation not relating to selling, as this would naturally occur. As a result, the manager advised our team to use the idea I suggested, and believed this would drive sales. This was evident in the following weeks.

• Assisted customers in a fast-paced environment setting with exceptional service with each interaction
• Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
• Consistently delivered revenue and performance KPI targets through outstanding retail service and sales abilities.
• Worked energetically to maintain efficient operations during peak trading hours.
• Used product knowledge, sales abilities and customer relations skills to drive substantial profit increases.

Key Achievements:

• Multi skilled and I was able to cover the shop floor, the tills and the kiosk during busy times during the christmas period. This ensured customers having a smooth experience. As a result, this ensured store targets are met and increasing brand loyalty.
• Receiving 100% mystery shopper when I was on the shop floor. I assisted the customer, finding all the items except one. After checking the back warehouse, I advised the customer that there was a delivery the very next day. At the end, the customer felt appreciated.