Summary
Overview
Work history
Education
Skills
Languages
Personal Information
Timeline
Generic

Laura Sancho

Coventry ,Coventry

Summary

Dedicated professional with a strong work ethic and a proven track record in coaching and developing high-performing teams. Expertise in customer service, business operations, and compliance implementation, with notable skills in communication, decision making, and time management. Demonstrates exceptional organisational abilities and attention to detail while effectively managing customer escalations and regulatory reporting. Committed to continuous development and progression within the business landscape.

Determined professional with keen eye for detail and proactive approach, combining analytical skills and problem-solving abilities to ensure adherence to regulations and company policies. Expertise in risk assessment and regulatory compliance, paired with excellent communication skills, enables effective collaboration with cross-functional teams. Committed to enhancing organisational integrity and operational efficiency in Product Analyst role.

Overview

12
12
years of professional experience

Work history

Compliance Analyst - Regulatory Projects

bet365
Remote
04.2024 - Current
  • Project management scoping compliance impact.
  • Change management.
  • Advanced overall efficiency by developing risk mitigation strategies and plans.
  • Ensured effective risk management by executing routine audits and assessments.
  • Developed strong relationships with regulators, facilitated smooth audit processes.
  • Monitored transactions carefully for any suspicious activity or non-compliance issues.
  • Performed regular record-keeping tasks; maintained high levels of organisational efficiency.
  • Implemented new compliance procedures, ensuring alignment with industry regulations.
  • Managed company documentation, ensured adherence to legal stipulations and internal policies.
  • Collaborated cross-departmentally for the creation of company-wide compliance standards.
  • Interpreted complex regulations successfully, aided business operations stay within legal parameters.
  • Reviewed current legislation and regulatory requirements to address issues of non-compliance.
  • Worked to quickly and effectively resolve identified compliance issues, uncovering root causes and implementing swift action plans.

Operations Compliance Business Analyst

bet365
Stoke on Trent
10.2021 - Current

•Prepare the Operational departments for regulatory changes, i.e. new licences.

•Respond to operational queries

•Prepare the data for regulatory returns

•Prepare for and complete external audits

•Daily Tasks

European Customer Service Team Leader

bet365
Stoke on Trent
05.2021 - 11.2021

• Dealing promptly with customers' escalations from advisors.

• Development of a team of customer service advisors.

• Assisting Supervisors on daily tasks and complaint investigation.

• Investigation of technical issues.

European Customer Service Supervisor

bet365
Stoke on Trent
11.2018 - 10.2021
  • Trained, led and motivated a team of Team Leaders and Advisors to deliver customer service excellence.
  • Acting as Supervisor Escalation for Team Leader and Advisors where required for customer issues, bugs, provider issues and staff issues
  • Delegating and managing high levels of tasks and projects to Team Leaders and experienced advisors.
  • Completion of Ad-hoc tasks from the Management Team.

European Customer Service Advisor

bet365
Stoke on Trent
01.2018 - 05.2018
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Offered detailed advice on product and service benefits.
  • Followed up on unresolved customer issues to research and correct problems.
  • Helped new staff acclimate to customer service team and mentored on strategies for success.

Customer Service Advisor

OCASO Insurance
Madrid
01.2014 - 11.2017

• Confer with customers by telephone to provide information about products or services, enter orders, obtain details of laints.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Arranging deceased services

Education

English Philology Graduate -

Universidad Complutense
Spain

Skills

Strong work ethic and commitment to develop and progress

Customer Escalation

Customer Service

Strong ability to create relationships

Time management

Keen eye and excellent attention to detail

Communication skills

Ability to work under pressure and meeting deadlines

Self-motivated within the business

Excellent organisational skills

Tracked record of coaching and developing to a high standard a team of Advisors and Team Leaders

Decision Making

Flexibility

Business operations expertise

Business analyst capabilities

Compliance implementation

  • Reporting to regulators
  • Regulatory knowledge
  • Compliance auditing
  • KYC procedures
  • Business analysis


Languages

Spanish
Native
Italian
Intermediate

Personal Information

Timeline

Compliance Analyst - Regulatory Projects

bet365
04.2024 - Current

Operations Compliance Business Analyst

bet365
10.2021 - Current

European Customer Service Team Leader

bet365
05.2021 - 11.2021

European Customer Service Supervisor

bet365
11.2018 - 10.2021

European Customer Service Advisor

bet365
01.2018 - 05.2018

Customer Service Advisor

OCASO Insurance
01.2014 - 11.2017

English Philology Graduate -

Universidad Complutense
Laura Sancho