Marie Hlávková
Prague
Summary
Customer service professional with proven ability to enhance customer satisfaction and service processes. Known for collaborative teamwork and achieving consistent results in dynamic environments. Effective communicator with strong problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Care Specialist
Fidoo Payments
07.2024 - 09.2024
- Assistance with queries of customers
- Full support on the line
- Solving issues/advising clients how to use prepaid cards
- Leading customers with the full process of registration to the usage of application
- Working under pressure whenever bank account had any issues, cheering up clients, helping them to navigate/ease our application/usage of the cards
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Client Lifecycle Manager
Deutsche Bank Aktiengesellschaft
12.2020 - 05.2023
- Company Overview: Filiale Prag, Organizační Složka, Prague, Czech Republic
- Improved operational procedures to enhance compliance and efficiency
- Managed customer account opening and maintenance, processing FATCA & CRS
- Led team conferences with AML, auditors, and relationship managers
- Collaborated with compliance, operations teams, customer support, and suppliers to ensure effective workflows
- Supported client management with KYC interests, ensuring regulatory compliance
- Mentored new employees, providing training on company procedures
- Conducted thorough client verification, ensuring KYC documentation and compliance
- Utilized LexisNexis and Fircosoft platforms for client research and screening
- Created detailed reports on AML activities and identified red flags
- Performed KYC checks according to global and local regulations
- Frequently attended company and regulatory training sessions
- Filiale Prag, Organizační Složka, Prague, Czech Republic
Due Diligence Officer
BNP Paribas S.A.
04.2020 - 07.2020
- Specialized in AML basics, risk analysis, and transaction monitoring
- Created reports and conducted PEP and sanctions checks
- Completed KYC processes, identifying and escalating red flags
KYC Analyst
Citibank Europe PLC
03.2019 - 03.2020
- Conducted AML checks and escalated negative findings
- Performed KYC checks in line with global and local regulations
- Communicated directly with clients
- Frequently collaborated with Compliance
- Led weekly meetings and provided ETA
- Utilized company research databases
Office Clerk
Toyota Financial Services Czech
09.2018 - 03.2019
- Managed corporate correspondence and documents
- Organized meetings and training sessions
- Managed office supplies
- Communicated with clients and provided related assistance
- Made reservations for hotels, restaurants, and other meetings for managers
Education
Anti-Money Laundering Training -
Prevent s.r.o.
09.2022
Anti-Money Laundering Concepts - AML, KYC and Compliance
UDEMY
09.2022
Certificate in Insurance Distribution -
Czech National Bank
01.2019
Secondary Vocational School Diploma - Business Management and Services
Hotelová škola Radlická
09.2012
Skills
- Customer service excellence
- Call center experience
- Office equipment proficiency
- Reliability
- Communication Skills
- Negotiation Skills
- Teamwork skills
- Emotional Intelligence
- Customer service orientation
Languages
Czech
Native language
English
Advanced
C1
Passions
- Traveling
- Engaging in unique conversations
- Self-development/psychology
- TED Talks
- Drawing
- Singing
- Dancing
- Writing texts
Timeline
Customer Care Specialist
Fidoo Payments
07.2024 - 09.2024
Client Lifecycle Manager
Deutsche Bank Aktiengesellschaft
12.2020 - 05.2023
Due Diligence Officer
BNP Paribas S.A.
04.2020 - 07.2020
KYC Analyst
Citibank Europe PLC
03.2019 - 03.2020
Office Clerk
Toyota Financial Services Czech
09.2018 - 03.2019
Anti-Money Laundering Concepts - AML, KYC and Compliance
UDEMY
Certificate in Insurance Distribution -
Czech National Bank
Secondary Vocational School Diploma - Business Management and Services
Hotelová škola Radlická
Anti-Money Laundering Training -
Prevent s.r.o.
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