Natalie Lichaa

- Monitored and analyzed financial transactions to identify suspicious activity, ensuring compliance with AML/CTF regulations and mitigating financial crime risks.

- Investigated transaction monitoring alerts, conducting in-depth reviews and escalating findings to senior management or regulatory bodies as required.

- Evaluated customer profiles and activities in accordance with KYC policies, maintaining rigorous standards for due diligence and risk assessment.

- Contributed to procedural enhancements by assisting in the development and documentation of account management guidelines, improving compliance and operational efficiency.

- Responded to law enforcement inquiries, conducting thorough investigations and delivering detailed, compliant reports to support regulatory and legal requirements.

- Prepared AUSTRAC-compliant reports and documented findings for internal audits and regulatory reviews, upholding organizational and industry standards.

- Collaborated with cross-functional teams to refine transaction monitoring rules, enhancing detection capabilities and alignment with best practices.

- Stayed current on AML/CTF regulations and financial crime trends, applying up-to-date knowledge to strengthen compliance and investigative processes.

- Delivered exceptional customer support and sales assistance, maintaining professionalism, regulatory compliance, and quality standards across all interactions.

- Utilized software tools including Excel, Outlook, and Microsoft Teams to coordinate tasks and enhance communication efficiency.

- Managed escalations expertly, applying strong de-escalation skills and ensuring thorough resolution of customer inquiries.

- Processed bets with precision, conducting security checks and upholding attention to detail to safeguard account integrity.

- Identified and addressed fraudulent activity, including suspicious account openings and third-party access, with a focus on risk mitigation.

- Handled sensitive interactions, such as responsible gambling checks and deceased estate cases, with empathy and professionalism.

- Composed and responded to emails efficiently for internal and external stakeholders, ensuring clear and effective communication.

- Managed daily operations for Guildford and Wentworthville Red Rooster locations, overseeing staff performance, task delegation, and shift control to ensure seamless workflow and adherence to company standards.

- Optimized preparation and efficiency by coordinating essential tasks ahead of peak periods, maintaining high service levels under pressure.

- Led team development by training new and existing staff, delivering constructive feedback, and fostering a positive company culture to drive performance and morale.

- Executed precise cash handling procedures, including till reconciliation, safe counts, discrepancy resolution, and accurate data entry into the Macromatix database for financial reporting.

- Ensured workplace safety by enforcing protocols and guiding staff through emergency procedures, prioritizing team and customer well-being.

- Demonstrated expertise in resource management, efficiently allocating time, labor, and inventory to meet operational demands and minimize waste.

- Processed customer refunds and balanced registers, maintaining accuracy between receipts and cash totals to uphold financial integrity.

Key Achievements:

- Certificate of Crew member of the Quarter

- Performed data entry for Amazon’s Talent Engage team (remote), focusing on linguistic and general data collection with a high degree of accuracy and adherence to protocol.

- Maintained language-specific standards, ensuring correct spelling, grammar, and formatting in all entered conversations to meet quality benchmarks.

- Utilized Microsoft Teams to collaborate with colleagues, coordinate tasks, and enhance communication efficiency, strengthening technical and interpersonal skills.

- Developed creative variations of conversational data, improving adaptability and precision in data input while adhering to established guidelines.

- Ensured clarity and compliance by reviewing and refining inputted conversations, upholding Amazon’s articulation and protocol standards.

Key Achievement:

- Achieved a 98% accuracy rate in data entry and linguistic standardization over a 6-month period, contributing to a 15% improvement in team efficiency by streamlining conversation input processes and reducing error rates.