Sheillah Eileen Otieno
Kraków
Summary
Detail-oriented professional with 3 years of specialized experience in content moderation, AML, and customer experience. Skilled in conducting comprehensive risk assessments and ensuring strict adherence to regulatory compliance standards. Demonstrated ability to leverage analytical skills to enhance customer service and operational efficiency. Highly organized and forward-thinking, dedicated to supporting strategic business objectives while delivering exceptional service. Proficient in developing and implementing policies to drive compliance and improve customer satisfaction.
Overview
3
3
years of professional experience
Work History
CONTENT MODERATOR
Teleperformance Poland
01.2024 - Current
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Supported user satisfaction through prompt resolution of reported concerns regarding offensive or inappropriate material.
- Streamlined moderation processes by implementing effective content filtering tools and techniques.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
- Maximized operational efficiency within the moderation team via regular refinement of workflows and task distribution strategies based on performance analytics insights acquired over time.
ANTI-MONEY LAUNDERING ANALYST
Purse Money
07.2023 - 10.2024
- Strengthened AML controls by analyzing transactional data for patterns indicative of money laundering or terrorist financing.
- Mitigated financial risks, performing periodic reviews of existing clients' profiles to validate their continued compliance with established policies.
- Efficiently prioritized caseloads based on risk levels while adhering to tight deadlines for investigation completion and SAR filing requirements.
- Collaborated effectively with cross-functional teams to ensure seamless coordination and communication during AML investigations.
- Conducted holistic reviews on clients' transaction and financial activities to identify high-risk accounts requiring enhanced due diligence.
- Documented research findings to support risk-based decision-making and resolution to escalated fraud incidents.
- Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.
- Monitored financial transactions and immediately reported suspicious activity to the next line of defense.
- Trained and shadowed junior AML analysts, explaining procedures and protocols.
- Supported management in risk assessment, providing valuable insights on potential AML vulnerabilities within the organization.
CUSTOMER EXPERIENCE SPECIALIST
Diamond Trust Bank
01.2022 - 10.2022
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Delivered comprehensive monthly reports on customer interaction trends, providing actionable insights for strategy adjustments.
Education
Masters of Business Management - Business Management
Warsaw University of Business
WarsawBachelor of Arts - International Studies
University of Nairobi
Nairobi12.2019
Skills
- Microsoft Office suite
- CRM
- Analytical thinking
- Attention to detail
- Banking software knowledge
- Communication and interpersonal skills
- Business Management & Business Administration
- Conflict/ Risk management
- Professionalism and Integrity
- Business Acumen
- Data analysis & Data Management
- Customer Due Diligence
- Customer Experience
- KYC
- Good understanding of AML & KYC
- Anti Money Laundering
- Content management
- Assertiveness
- Online research
GENERAL DATA PROTECTION REGULATION
https://www.linkedin.com/in/sheillah-otieno-6a99b517a
Languages
English
Swahili
French
Gdpr Consent
I hereby give consent for my personal data included in the application to be processed for the purposes of the recruitment process in accordance with Art. 6 paragraph 1 letter a of the Regulation of the European Parliament and of the Council (EU) 2016/679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
Timeline
CONTENT MODERATOR
Teleperformance Poland
01.2024 - Current
ANTI-MONEY LAUNDERING ANALYST
Purse Money
07.2023 - 10.2024
CUSTOMER EXPERIENCE SPECIALIST
Diamond Trust Bank
01.2022 - 10.2022
Masters of Business Management - Business Management
Warsaw University of Business
Bachelor of Arts - International Studies
University of Nairobi
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