Open to opportunities

Maria Mercedes Fantillanan

@mariamercedesfantill

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Service delivery leader driving AI-enabled fintech operations and compliance.

Philippines

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What I'm looking for

I seek a senior operations role where I can lead AI-enabled customer support and AML/KYC programs, drive SLA and CSAT improvements, mentor teams, and collaborate with product and compliance to scale automation responsibly.

I am a Service Delivery Lead with 7+ years in fintech customer operations, AI-assisted support, and financial crime compliance, partnering with global brands including Coinbase, ING, and AIG.

I have led frontline voice and email teams, overseen AI transcript and bot operations, and managed international queues—improving CSAT, stabilizing SLAs, and reducing escalations through targeted coaching and process improvements.

As a risk and compliance practitioner, I executed transaction monitoring, EDD onboarding for non-U.S. clients, and AML analyses while coordinating with cross-border stakeholders to maintain audit readiness and regulatory adherence.

I blend hands-on coaching, QA calibration, and stakeholder collaboration to optimize automation, strengthen controls, and deliver measurable operational efficiencies in multilingual, regulated environments.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Lead

Current

Accenture

Jan 2019 - Present (7 years 2 months)

Lead frontline and AI-assisted support teams for Coinbase, stabilizing SLAs and improving CSAT while overseeing escalation management, transcript QA, and bot performance across international queues including Brazil.

Service Delivery SLA Management AI Transcript QA Escalation Management WFM Coaching

Risk & Compliance Analyst

Accenture

Feb 2023 - Jun 2024 (1 year 4 months)

Executed transaction monitoring alert reviews for ING (EU market), documented dispositions per policy, and partnered with Netherlands-based teams to maintain audit readiness and regulatory compliance.

Transaction Monitoring Case Documentation Regulatory Compliance

AML Analyst

Accenture

Oct 2022 - Jan 2023 (3 months)

Performed transaction and behavioral analyses to assess ML/TF risk for AIG cases, maintaining documentation aligned with BSA/AML standards and supporting compliance decision-making.

Transaction analysis AML KYC Risk Assessment Case Documentation

EDD Team Lead

Accenture

Feb 2022 - Sep 2022 (7 months)

Led EDD workstream for non-U.S. onboarding at Coinbase, validating foreign KYC documents, performing jurisdictional risk assessments, and improving onboarding throughput and compliance accuracy.

KYC Risk Assessment Onboarding Multilingual Validation Team Leadership Process Improvement

Customer Service Analyst

Accenture

Mar 2019 - Mar 2022 (3 years)

Provided Tier 1/2 email and queue-based support for Coinbase, handled escalations, contributed to process documentation, and served as SME to improve consistency and ramp-up time.

Customer Support Tier 1 Support Escalations Knowledge Management Email Support Training

Technical Support Representative

Sutherland

Jan 2018 - Jan 2019 (1 year)

Resolved inbound/outbound technical and billing inquiries for AT&T ICM New Install, balancing customer experience with efficiency and SLA targets.

Technical Support Billing Customer Experience SLA Troubleshooting QA Benchmarks Communication

Customer Service Representative

C3 – Customer Contact Channel

Jan 2017 - Jan 2018 (1 year)

Managed airline reservations and service issues for Spirit Airlines, delivering empathetic customer service and resolving time-sensitive travel issues.

Reservations Customer Service Time Sensitive Support Communication Multichannel Support Empathy