Gelitha J. Ferguson

• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Collaborated with teams to define, strategize, and implement marketing and web strategies.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.

• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Followed up with customers to increase customer service with travel plans.
• Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
• Created promotional materials to increase visibility and attract larger market share.
• Assisted clients with flight changes and cancellations to minimize travel disruptions.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
• Monitored currency exchange rates and advised customers on best time to purchase foreign currency.
• Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
• Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
• Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
• Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.

Recruited by Kerzner International to structure compliance functions, eradicate fraud and theft, introduce tight internal controls across nine business units, and usher in a risk-aligned compliance culture within a 2000-member, multi-million-dollar casino operations.

• Evolved business capacity founded on comprehensive and best-in-class ML, CTF, SOX, compliance and gaming risk-based systems and frameworks, meeting regulatory requirements under a tight deadline while enabling the capture of business growth opportunities during critical recessionary-and later- a transitionary phase.
• Hit the ground running in 2008 and continued to align business gaming operations with current regulatory, supervisory, and ever-changing industry requirements, meeting the ROI needs of diverse stakeholders.
• Strengthened Atlantis Resort and Casino's reputation.
• For 2 years, it has hosted a hospitality management group for Iowa University; led round table discussion and casino tour, offering 'behind-the-scenes' look at world-class casino operations.
• Served as a key member of the strategy team, designing solutions to sustain profitability during a down economy by curtailing expenses and plotting debt refinancing.
• Analyzed and identified risk areas to determine compliance with applicable laws and regulations.
• Devised and maintained compliance recordkeeping processes to support initiatives.
• Addressed compliance issues by developing and implementing corrective action plans.
• Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
• Performed regular compliance reviews and audits, identifying non-compliance issues.
• Formulated detailed recommendations based on audit findings to support annual planning and definition of goals.
• Investigated potential compliance violations and reported findings to senior management.
• Established and monitored compliance procedures to provide consistent implementation across departments.
• Advised division leaders of regulatory risks in business processed and provided recommendations for improvement.
• Implemented effective compliance policies and procedures to meet regulatory requirements.
• Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
• Kept up to date on compliance trends and rulings using meticulous research and study.
• Developed compliance training initiatives and materials, educating staff on regulations.

• Company Overview: Leading regulatory and supervisory body empowered to foster an environment of monetary stability, conducive to economic development and to ensure actable and sound financial system
• Charged with the development and implementation of best-in-class regulatory and risk management frameworks along with current legal strategies to protect multi-million-dollar investment portfolios (35+ accounts of license banks and trust companies) and support of the firm's business strategy
• Introduced frameworks aligning systems, internal controls, accounting practices and regulatory compliance programs with immediate and long-term objectives
• Assumed role of corporate vigilante, safeguarding company against conflicts of interest, know-your-customer requirements, and protecting brand against financial exposures that would cause brand value leakage
• Established and cultivated a reputation as a highly analytical and investigative leader with skillful negotiation and persuasive communications, wielding the ability to connect with diverse individuals (colleagues, clients, and staff) to create consensus and change cultures within a 1000-member environment
• Leading regulatory and supervisory body empowered to foster an environment of monetary stability, conducive to economic development and to ensure actable and sound financial system