Bryan Sequeira Granados

I have customer service and technical support experience plus my knowledge of KYC/AML which is one of the top qualifications a worker can have. On my latest role I worked with premium clients, CEOs and treasury managers. Expert in CRM as well as research, investigation and data management.

Citibank 

Compliance Senior Officer. KYC. AML. Global division. /Trainer  2020-2023

Onboarded  extra large companies. Communicated via email, phone and Zoom to start the case, used internal tools to create the client profile, upload the documents and have the record up to standard. Documented the  records using CRM on a daily basis. Used Excel to create reports of my population and of the records I was assigned as a senior officer as well as to create ownership chains using basic formulas. Performed research using databases such as Factiva and Sanctions Tools. Dispositioned hits accordingly. Created meetings using Zoom and Outlook to meet with clients, bankers and Officials. Created training material for new hires, created email templates that were used by the whole organization to improve the client experience as well as the level of professionalism of workers from all levels of the organization. Worked closely with the quality department to improve the processes they performed. Assisted to revise the metrics and helped level I officers to improve their performance by evaluating, advising and supervising their work. 

Intensa Language Institute 

English teacher. 2015-2020

Created lesson plans, taught English to starters as well as advanced students, assisted the evaluation department by improving the evaluation methods, created training material using Google Cloud tools, kept track of my groups using Zoho CRM, and held daily meetings using Zoom. Taught private lessons to individuals from the government of Costa Rica. 

Concentrix 

Technical support agent (Chat/Phone)/ Floor Support. Quality Assurance Analyst. 2012-2015

Assisted customers with their iOS and Mac devices, performed network troubleshooting, assisted customers to configure routers, set up boxes and voIP phones. Helped customers to reset their passwords, setup printers and scanners. Troubleshoot hardware devices such as webcams, speakers, headsets among others. Took over client’s computers when necessary to run basic commands, antivirus configuration and overall system problems. 

Bachelors degree in Business Administration. 2019-2024