Russel Marvin Magweva

Key Responsibilities & Achievements:

• Transaction Investigation and Resolution – Led in-depth investigations into rejected transactions across acquirers (AMEX, Barclays, Elavon, Fiserv, Planet). Identified root causes and implemented corrective actions to ensure accurate processing.
• Process Optimization – Improved exception-handling workflows, reducing resolution times and cutting rejection rates by 65%.
• Resubmission and Merchant Support – Coordinated corrected transaction resubmissions, ensured timely merchant payments, and maintained transparent communication.
• Manual Adjustments – Oversaw DCC refunds, tax reversals, and credit/sale corrections when technical errors occurred.
• Quality Assurance and Training – Acted as QA for junior officers, reviewing their casework for accuracy and compliance, giving feedback, and coaching to improve investigation standards.
• Escalation Point – Managed complex or high-value cases, ensuring timely and compliant resolution.
• Cross-functional Collaboration – Worked with acquirers, internal tech teams, and stakeholders to solve systemic transaction issues.
• Reporting and Risk Mitigation – Produced structured reports on recurring issues, providing management with insights for efficiency and risk reduction.

• Owned performance analytics & coaching for frontline agents, translating CSAT, QA, productivity/CPH and adherence trends into clear, actionable coaching plans.
• Built Excel-based KPI trackers (pivot tables, weekly dashboards) to surface outliers, recurring issues, and improvement opportunities for team leads.
• Delivered data-backed 1:1 and group coaching, turning metric movements into concrete behaviors, checklists, and follow-ups to reduce repeat errors and raise quality.
• Produced executive-ready reports & presentations summarizing KPI shifts, root-cause themes, and recommended actions for management.
• Closed feedback loops with cross-functional teams (e.g., Advanced Support, Payment Exceptions) by escalating systemic issues with concise evidence from ticket/call reviews.
• Performed quality reviews of interactions, ensuring policy adherence and feeding findings into continuous training updates.
• Tools and platforms: Excel, PowerPoint, Microsoft Teams, Looker, Coda, Salesforce, Zendesk.

• Skilled in conducting investigations, fraud detection, and regulatory compliance auditing.
• Deep understanding of AML regulations and extensive experience in sanctions screening, transaction monitoring, and regulatory reporting.
• Strong expertise in compliance, risk assessment, due diligence, and financial crime detection.
• Proven track record in customer due diligence (CDD) and enhanced due diligence (EDD) processes. Detail-oriented with strong financial intelligence analysis skills.
• Employing a variety of internal and external tools and databases, assist with research and examination of potentially questionable clients through the use of pivot tables on excel.
• The review/investigation results should be documented, reported, and case files with the necessary supporting documentation should be created revealing evidence on excel sheet.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Assist the AML team in drafting a clear and succinct summary of the investigation's findings.
• Proficient in using AML software/tools (e.g., Citi Screening) and implementing compliance frameworks.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed, Worked flexible hours; night, weekend, and holiday shifts.
• Inform top management of the next actions to be taken and make suggestions for the best course of action (retention of the relationship, termination, Suspicious Activity Report (SAR)).
• help the AML team manage risks by examining the underlying causes of problems and their effects on the company.

• Effective Communications skills both verbal and written, supporting a credit card processing company monitoring and analyzing transactions providing explanations to the merchants' transactions
• Ability to clearly communicate technical problems in a short and concise manner
• Skills in written (e-mail) communication and Focus on deadlines
• When necessary, communicate and cooperate with coworkers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.

• Provided primary customer support to internal and external customers.
• Provided information regarding charge accounts and loyalty programs.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded proactively and positively to rapid change.