SANDRA BOUVIER-BAIRD

• Conduct in-depth investigations into unusual or suspicious account activities, gathering information from internal systems and external sources as needed.
• Draft clear, concise, and comprehensive Suspicious Transaction Reports (STRs) detailing investigative findings, rationale for suspicion, and supporting evidence. Ensure timely submission of STRs in accordance with regulatory deadlines and requirements.
• Analyze transactions flagged by monitoring systems and review alerts to identify potential suspicious activities, including money laundering, terrorist financing, or fraud.
• Maintain up-to-date knowledge of AML/CTF laws, regulations, and typologies relevant to STR reporting. Ensure all STRs meet the required legal and regulatory standards.
• Maintain accurate and complete records of investigations, STRs, and decisions for audit and regulatory review.
• Trained and provided ongoing guidance to a team of 10+ outsourced members, ensuring adherence to German compliance standards.
• Handled correspondence and provided timely responses to German regulatory bodies.

• Enhanced transaction monitoring system efficiency by streamlining processes and implementing risk-based approaches.
• Contributed to risk assessments by providing insights from transaction monitoring activities, helping the organization stay ahead of potential threats.
• Assisted in the development of new transaction monitoring rules based on emerging trends and typologies.
• Collaborated effectively with cross-functional teams to identify potential risks and develop mitigation strategies.

• Mentored and coached team members on QA topics and strategies.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

• Investigate suspicious activities and behaviours that could pose a risk to Amazon or our customers in global markets
• Ensure high quality decision by applying TRMS standard operational procedures
• Identify known fraud patterns, discover new modus operandi trends and take actions to minimize risks
• Use a wide range of internet and in-house tools to research transactions and gather data to make accurate decisions
• Take appropriate actions to identify and help minimize Amazon’s financial, legal and reputational risk
• Maintain high levels of confidentiality and data security standards
• Achieve weekly productivity and quality standards for investigations
• Communicate via email and telephone with external and internal customers and financial institutions to make informed decisions about risk

• Administering accounts and subscriptions for Harley Davidson customers
• Organising Test Ride Bookings
• Coached team members on best practices in customer service, elevating overall quality of interactions.
• Navigated through multiple systems and tools and researched, comprehended and delivered solutions to customers promptly.

• Receive, investigate and resolve complaints and disputes lodged with the office resulting in continued consumer confidence in the energy industry and the on-going protection of consumer interests.
• Assist in the investigation of systemic consumer concerns involving the performance of electricity and gas entities across Queensland.
• Ensure all parties to a complaint or dispute receive procedural fairness including natural justice.
• Liaise and negotiate with State Government agencies, Government owned corporations, energy sector entities, customers, private sector businesses, industry representative bodies and community representative bodies and issue groups.
• Ensure all case notes and information is maintained in the Office’s case management system.
• Monitor and evaluate the Office’s case management systems and processes and provide recommendations on continuous improvement strategies and procedures.
• Prepare statement of dispute reports for the Energy and Water Ombudsman. Prepare case reports, correspondence, submissions, briefing notes, presentations and documents.
• Develop, implement (or assist to implement) and evaluate policy, options, guidelines and initiatives.
• Research key issues identified through analysis of cases, correspondence and briefing notes.

• Managed staffing levels to ensure adequate coverage during peak periods, reducing wait times and abandoned calls.
• Resolved escalated customer complaints swiftly, demonstrating empathy towards customers'' concerns while finding mutually agreeable solutions.
• Enhanced customer satisfaction by implementing effective coaching strategies for team members.
• Increased contact center efficiency by streamlining processes and optimizing workflows.
• Contribute to the professional development and standards of the Investigations Team by participating in casework discussions, case presentations and other team meetings.

• Conducted monthly Quality Assurance audits for a team of 12 Enquiry Officers, ensuring adherence to TIO procedures and maintaining high standards across all submitted cases.
• Coached and developed Enquiry Officers by providing targeted feedback and support based on audit results, fostering continuous improvement and professional growth.
• Assisted the Enquiry Manager by proofing team outputs and serving as the primary point of contact for team members’ questions and operational support.

Casa Iguana is a unique, self-sustainable hotel and dive shop located on the popular tourist destination of Little Corn Island, Nicaragua (www.casaiguana.net).

• Oversaw the hands-on administration, organization, and management of a 30-person boutique eco-lodge, with direct responsibility for service delivery and ensuring high levels of customer and staff satisfaction.

http://www.corteidh.or.cr/

• Worked under the authority of the Secretary of the Court and the direct supervision of the Director of the Legal Department.
• Prepared comprehensive case files, including conducting in-depth research, drafting case summaries, and contributing to the preparation of judgments, provisional measures, and advisory opinions.
• Conducted extensive legal research on topics relevant to pending cases and interpreted the Court’s jurisprudence to support legal arguments and case outcomes.
• Attended and participated in sessions of the Court, supporting judicial proceedings and case management.