Novan L. Coquilla

Results-oriented Analyst with a total of 6 years of experience specializing in KYC verification and Fraud investigation. Proactive at heading off issues in operations, workflow, and production by uncovering trends affecting business success.

Senior Analyst, LOD1 FinCrime Holds - ZEPZ

(2023-06)

• Conducted audits of junior analysts to protect the business and potential investors from fraudulent or unrepresentative financial claims.
• Collaborated with stakeholders to maintain regulatory requirements and ensure the appropriate execution of fraud checks.
• Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
• Submitted weekly and monthly reports to monitor analyst performance and identify markdown trends.

Junior Analyst, LOD1 FinCrime Holds - ZEPZ

(2020-09 - 2023-06)

• Reviewed customer identity documents and selfies for individuals who failed the electronic verification process during account onboarding.
• Determined account approvals based on verification outcomes, requesting additional documentation from customers when necessary.
• Investigated customer transactions placed on hold for various compliance reasons to execute appropriate resolutions, including releasing funds or canceling transfers and terminating accounts.

Customer Service Representative - ZEPZ

(2020-03 - 2020-09)

• Reviewed customer accounts to ensure full readiness and compliance prior to transaction processing.
• Monitored and resolved pending customer transactions to ensure prompt and efficient completion.
• Handled reported fraud and scam cases by immediately securing compromised accounts, blocking fraudulent recipient details, and referring cases to specialized teams for further investigation.

Quality Assurance Analyst - WIPRO

(2017-04 - 2020-03)

• Mentored and coached team members on QA topics and strategies.
• Supported company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
• Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
• Reported progress, test metrics and results to project stakeholders.

Customer Service Specialist - WIPRO

(2016-03 - 2017-04)

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Addressed customer inquiries with timely and on-point solutions.

Bachelor - Industrial Education - Southern Leyte State University