Summary
Overview
Work History
Education
Skills
References
Youth Boxing Coach
Timeline
Generic

MILES GELAI SHANNON

Melbourne

Summary

Hardworking and passionate job seeker with strong organizational and customer experience skills, looking for the next challenge. Ready and eager to help team achieve company goals, while empowering company values.

Overview

11
11
years of professional experience

Work History

Insights / AML Investigations Analyst

Sportsbet
10.2023 - Current
  • Conduct monthly reports detailing the Anti-Money Laundering team's multiple streams from Transaction Monitoring, Enhanced Customer Due Diligence, Suspicious Matter Reports, detailed case management analyses, and breakdowns of high-risk customer profiles. Present these insights to board members to provide a comprehensive overview of the AML team's activities, highlight emerging trends, risks, and strategic responses, supporting informed decision-making on AML compliance and risk management strategies.
  • Strengthened AML compliance by conducting thorough risk assessments and monitoring transactions.
  • Analyzed large datasets using various analytical techniques to identify patterns indicative of potential money laundering activities.
  • Conducted due diligence investigations to mitigate potential risks associated with high-risk customers.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Prepare weekly reports for management encompassing Transaction Monitoring, ECDD and Suspicious Matter Reports, with detailed case management insights, and breakdowns of high-risk customer profiles within the Anti-Money Laundering (AML) team's operations.
  • Identified threats, vulnerabilities and suspicious behaviour patterns to recommend mitigation measures.
  • Streamlined reporting processes with the creation of dynamic dashboards using visualization tools such as Salesforce and Power BI.

Self Service Lead

Sportsbet
02.2023 - 10.2023
  • Led the team to overhaul and enhance the Sportsbet Help Centre, overseeing its redesign and successful implementation, resulting in a significant improvement in customer experience and a notable decrease in customer service inquiries with customers ability to self serve.
  • Developed and authored all article content for the new help center, collaborating closely with subject matter experts from each department to ensure alignment with organizational standards and customer needs.
  • Utilized data-driven insights to conduct thorough analysis of customer trends, enabling informed decision-making processes that were pivotal in optimizing strategies and enhancing operational efficiencies.
  • Implemented regular performance tracking measures to monitor progress against KPIs, identifying areas for improvement and driving corrective action plans.
  • Conducted regular client reviews to assess satisfaction levels, solicit feedback, and identify opportunities for additional support or service enhancements.
  • Developed strong customer experience values and principles while working closely with an experienced team
  • Created, utilized, and updated numerous databases and spreadsheets with familiarity across Microsoft Office programs.
  • Coordinated with operations teams to ensure successful onboarding of new clients, setting the foundation for long-term partnerships built on trust and reliable service delivery.

Customer Service Agent

Sportsbet
11.2021 - 03.2023
  • Handled a high volume of customer inquiries and requests efficiently in a fast-paced environment at Sportsbet.
  • As a customer service agent, managed a diverse range of customer inquiries encompassing safer gambling, fraud/security issues, and betting outcomes aligned with terms and conditions.
  • Managed projects to ensure compliance for new joining customers, verifying absence of previous accounts with safe gambling exclusions or security concerns.
  • Critical thinking and problem-solving with a strong focus on customer satisfaction
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Clearly communicated product features and benefits, helping customers stay informed.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.

Inventory Supply Chain Analyst

Lotte Duty-Free
01.2017 - 01.2021
  • Managed stock inventory and coordinated orders in a duty-free retail environment, leveraging comprehensive knowledge of skincare brands, products, and industry trends to ensure optimal inventory management and meet customer preferences effectively.
  • Receipted and cross-referenced invoices to ensure orders matched up and that no stock was unaccounted for or under/oversupplied
  • Worked closely with store managers and buyers across Australia on forecasting stock ordering to correlate with any marketing campaigns
  • Adhered to government standards, protecting sensitive and confidential information from possible data breaches.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Collaborated with buyers and store personnel to ensure seamless coordination between stock management and invoice reconciliation processes.
  • Managed stock inventory and coordinated orders within a government-regulated duty-free environment, ensuring compliance with regulatory requirements and optimizing operational efficiency.


Production, Development & Sales Assistant

Neet Feet
01.2013 - 01.2017


  • Coordinated and maintained effective communication channels with manufacturing facilities located in China and New Zealand, overseeing rigorous Quality Control and Quality Assurance procedures.
  • Ensured adherence to established standards while prioritizing on-time delivery of customer orders.
  • Planned and organized multiple projects and tasks to ensure high-quality and timely delivery
  • Prioritized and organized tasks to efficiently accomplish service goals
  • Worked closely with buyers across Australia and New Zealand to ensure production met quality standards and delivered on time.
  • Increased sales by building strong customer relationships and providing excellent service.
  • Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
  • Collaborated with team members internally and externally to achieve a cohesive and efficient store environment.
  • Built rapport with repeat customers, fostering long-term loyalty to the brand.

Education

Bachelor Of Business - Management And Innovation

Victoria University
Melbourne, VIC

Wesley College Melbourne
01.2012

Skills

  • Compliance Management
  • Insights & Reporting
  • Project Coordination
  • Procedure optimization
  • People Management
  • Problem-Solving
  • Analytical Data Driven Thinking
  • Relationship Building

References

  • Patrick Ryan, Sportsbet - Head Of Customer Experience, 0401 133 797
  • Sigmund Salsjo, Neet Feet - Ladies Fashion Manager, 0477 457 143
  • Besa Deda, Personal Referee - Chief Economist St Georges Bank, 0404 844 817

Youth Boxing Coach

Volunteer Youth Boxing Coach for the PCYC program, dedicated to empowering young individuals by fostering confidence through structured boxing training sessions. Actively engage with youth participants to develop fundamental skills, promote physical fitness, and instill discipline in a supportive and encouraging environment.


I find my role empowering because it allows me to witness firsthand the positive development in the behavior of the youths I work with. Seeing them grow in confidence, discipline, and skill through boxing gives me a great sense of fulfillment and motivates me to continue contributing to their personal growth and success.

Timeline

Insights / AML Investigations Analyst

Sportsbet
10.2023 - Current

Self Service Lead

Sportsbet
02.2023 - 10.2023

Customer Service Agent

Sportsbet
11.2021 - 03.2023

Inventory Supply Chain Analyst

Lotte Duty-Free
01.2017 - 01.2021

Production, Development & Sales Assistant

Neet Feet
01.2013 - 01.2017

Bachelor Of Business - Management And Innovation

Victoria University

Wesley College Melbourne

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MILES GELAI SHANNON