Wendy Naquila

WENDY P. NAQUILA Fraud & Risk Specialist | AML Investigator | Real Time Operations Analyst CONTACT - -San Pablo City, Laguna CORE COMPETENCIES Fraud Detection & Investigation AML Compliance Dispute Resolution & PROFESSIONAL SUMMARY Experienced Fraud and Risk Management Specialist with 6+ years in fintech and BPO industries. Proven expertise in detecting fraud, leading investigations, and aligning operations with AML regulations. Skilled in real-time analytics and dispute resolution. Known for precision, compliance awareness, and cross-functional collaboration. PROFESSIONAL EXPERIENCE Remitly - Fraud & Risk Specialist | Real-Time Analyst | Workforce Scheduler April 2019 – March 2025, Manila Chargebacks KYC & Customer Protection Real-Time Queue Monitoring Workforce Scheduling (Calabrio) CRM Systems (Salesforce, Amazon Connect, Freshdesk) JIRA LANGUAGES English Filipino (Native) EDUCATION Diploma in Computer Programming Saint Benilde College of Science and Technology,- Investigated financial fraud cases, identifying $250K+ in risk annually. Led multi-step AML case reviews, collaborating with compliance and legal teams. Created and managed agent schedules for highvolume call center operations, ensuring optimal coverage based on call volume forecasts and service level goals. Built and maintained workforce schedules for 300+ agents, aligning with forecasts. Sitel – Fraud and Dispute Specialist October 2014 – March 2019, Manila Resolved client disputes, processed chargebacks, and reduced fraud recurrence. Delivered high-quality customer service to both clients and internal teams. Investigated and communicated fraudulent activities to customers, minimizing risk and enhancing protection. Resolved escalated concerns and led fraud case reviews, including merchant representment responses and recommendations for next steps.