Cyril Tyler

• Though I was officially promoted to this position on the 1st of April 2025, I began filling in for this role in January 2025.
• I re-created the S.O.P document for the Enhanced Due Diligence vertical, as the document at hand was outdated and inaccurate.
• Managed to fix inherited audit findings, and remedy in record time, to produce satisfactory results.
• Completed FIC review, and ensured positive results with the FIC in several territories covered.
• Restructured the EDD vertical processes, streamlining it to ensure better workflow, and virtually no findings for future audits, and FIC reviews.
• fixed the existing Risk Rating Model, with what is functional, and works properly across all territories.
• My style of management promotes a positive work environment by fostering teamwork, open communication, eager to listen, and use positive enforcement.
• Within a short space of time in this position, managed to make huge changes, that impact the business.

• Compile Enhanced due diligence reports.
• Use in-house systems as well as online searches to obtain data and information.
• Analyze data sourced and make recommendations according to analysis of data.
• Process includes screening customers.
• Making decisive decisions on business relationships with customers.
• Performing transaction monitoring on the customers and determine if the activity on the account is in order, or if STR is to be raised with the FIC based on findings observed.
• Created and Championed the adoption of new reporting tools that streamlined workflows across multiple verticals within the AML department.
• Compiled training material on both product, and Money laundering detection.
• Training is then delivered to the AML department as a whole.
• This training is conducted as refresher training each year, as well as new staff.
• Created the Central Enhanced Due Diligence report, from the ground up, in order to facilitate for better and more accurate functioning of the vertical.
• This report houses all data belonging to the customer both visible in other sources and not visible.
• This report reduced the time taken to conduct an EDD from 5 hours, to under 2 hours. EDD vertical is now able to conduct 4 complete EDD's and update more information needed requests, as opposed to only 2 EDD's per day.
• Bringing about better workflow, and innovation.
• I created a game play report to aid both EDD as well as Transaction monitoring verticals with game play analysis.
• Both reports are used extensively by all AML verticals from screening to TM's to EDD.
• As a specialist, I portrayed a hard working and smart working ethic, always looking at ways to improve our output.
• Always ready to assist other specialists, and guide with my extensive product knowledge.
• Provide coaching, and refresher training where deficiencies are observed.

• Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
• Led daily team meetings prior to shift commencement to prepare staff for the shift ahead, and motivate staff.
• Sat with agents, provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels. Built a rapport with multiple stake holders in the business both internal and external.
• Runnings shift, ensuring a good service level is achieved.
• Ensuring that all agents are alert, and managing their duties and workflow efficiently.
• Handling various matters on the floor, and on ongoing basis.
• Ensuring agents are able to perform at their best.
• Ensuring a good mental health and rested agents on the floor.
• Ensuring the shifts have enough agents to manage volumes.
• Creating rosters, ensuring enough rest and enough coverage.
• Ensuring that tools are functional, and sourcing better tools on a regular basis.
• Created an AI document that predicts future events based on collecting historic data based on fixtures.
• This document is used by both the call center and EXCO, to have prior knowledge of what to expect well in advance.
• This helps the CC plan staffing numbers, and IT to ensure that the load balancer can handle the expected volume, it also helps banking to ensure sufficient cash flow for winning to be paid out.
• My first project as a manager was to determine the biggest volume generator, and how to fix it, due to KYC being our biggest issue, I managed this by changing from the outdated e-mail system, to an automated upload system within the software. This gave customers ease of use, and better security, and resulted in this query diminishing.

• Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
• Build a good rapport with other stake holders, internally and externally, maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced.
• Portray visibility on the floor, looking for deficiencies, motivated employees to increase productivity and maximize service quality with hands-on leadership style.
• Willingness to listen to staff issues and attend to them wither knowledge and compassion.
• Creating a good working environment.

Multitasking:

• Managed high call volumes, chat volumes and e-mail, while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Assisted the team leaders with certain functions.
• Assisted other agents with certain difficult queries.

• Gathered and organized information for on businesses.
• Communicated with representatives of each business, including owners, sole proprietors, directors, company secretaries, and share holders.
• Communicating on all levels.
• Ensuring that all information obtained is correct and follows a chronological order.
• Speak to trade references to obtain further information on the business and how they conduct their business.
• Reports created would be viewed by decision making parties, as such the data compiled needed to be of a high standard and quality.

• Provided guidance and best practice solutions to customer's looking to engage with other business for either trade or merging, or take overs.
• Managed client expectations, and provided best solutions for what they needed.
• Established good relationships with customers, through service and good rapport building skills.