GERMAINE NDOYE
Aurora
Summary
Dynamic professional with extensive experience in payments operations and customer service at Nordstrom. Proven expertise in payment processing and regulatory compliance, coupled with strong problem-solving abilities. Recognized for enhancing team efficiency and delivering exceptional support, consistently achieving high satisfaction ratings through proactive solutions. Fluent in French, adept at multitasking in fast-paced environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Payments Operations Support
Nordstrom
06.2023 - Current
- Provide support via, phone and email to our operation partners for all payment related needs
- Ownership & management of end-to-end processing for various payment tasks as assigned SAM (Suspense Account Management) -Reports - FiservTD
- Assist in identifying process risks and improvements
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
Operations Support Account Services
Nordstrom
Englewood
11.2020 - 06.2023
- Increased efficiency and team productivity by promoting operational best practices
- Process Incoming bankruptcy notifications
- Respond to incoming mail from customer and attorneys
- Work various queue (ACDV, Bureau Update, Block Notifications, Power of Attorney, C&D) to determine required action and update account
Tax Preparer Specialist
H & R Block Tax Services
Aurora
12.2020 - 03.2023
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities
- Maintained complete records of client's tax returns and supporting documentation in secured areas
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation
Operation Support Specialist
Nordstrom
Englewood
03.2017 - 10.2020
- Review weekly and monthly new account Clean up Report
- Answer and troubleshoot customer concerns through secure message
- Review and verify daily report for the OFAC (Office of Foreign Assets Control) and PEP (Politically Exposed Person) lists
Lead Tax Preparer
Liberty Tax Service
Denver
12.2012 - 03.2020
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities
- Offered clients recommendations to reduce tax liabilities
Financial Services Specialist
Nordstrom
Centennial
04.2015 - 03.2017
- Answer incoming calls, locate account numbers, assist cardholders with statements, payments and general questions
- Troubleshooting and helping customers with online issues as issues as reset password, username and others related questions
- Review and decide new account applications from store and online
- Adhere to all bank policies, procedures and practices
Transactions Monitoring
MoneyGram
Lakewood
04.2013 - 04.2015
- Conducted thorough analysis of financial transactions to identify suspicious activities and potential money laundering patterns within the client's operations
- Support OFAC screening reviews and the triage of potential sanctions hits
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
Credit Advisor
Pamecas
Dakar
03.2003 - 07.2007
- Interviewed clients by telephone or in-person to gather financial information
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt
- Demonstrated leadership skills in managing projects from concept to completion
Teller
Pamecas
Dakar
02.2002 - 03.2003
- Identified sales opportunities and referred customers to branch partners in financial services
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
Education
Accounting - Business Administration and Management
College ESIG
Senegal09.2001
Skills
- Payment processing
- Suspense account management
- Regulatory compliance
- Tax preparation
- Operations management
- Customer service
- Problem solving
- Leadership
- Relationship building
- Multitasking
- Risk assessment
- Process improvement
- Financial reporting
- Transaction monitoring
- Transaction reconciliation
- Electronic funds transfer
- Time management
- Anti-money laundering
- Spreadsheets and journal entries
- Microsoft Excel
- Finance
- Bookkeeping
- Audit procedures
- Research and due diligence
Certification
Public speaking, 09/01/01
AML Essentials: Anti Money Laundering, KYC and Compliance
Languages
French, Native/Bilingual
Timeline
Payments Operations Support
Nordstrom
06.2023 - Current
Tax Preparer Specialist
H & R Block Tax Services
12.2020 - 03.2023
Operations Support Account Services
Nordstrom
11.2020 - 06.2023
Operation Support Specialist
Nordstrom
03.2017 - 10.2020
Financial Services Specialist
Nordstrom
04.2015 - 03.2017
Transactions Monitoring
MoneyGram
04.2013 - 04.2015
Lead Tax Preparer
Liberty Tax Service
12.2012 - 03.2020
Credit Advisor
Pamecas
03.2003 - 07.2007
Teller
Pamecas
02.2002 - 03.2003
Accounting - Business Administration and Management
College ESIG
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