Marcella Farrugia

Analyst – UTR Team Financial Institution (Confidential) — January 2023 – Present

• Conducted in-depth analysis of Unusual Transaction Reports (UTRs) to identify patterns of suspicious activity aligned with AML and counter-terrorist financing regulations.

• Collaborated closely with cross-functional teams, including Compliance and Investigations, to ensure accurate escalation of high-risk cases.

• Demonstrated strong teamwork in a fast-paced, high-volume environment, ensuring timely resolution of cases.

Applied critical thinking and analytical skills to assess customer behaviour, transaction trends, and potential risk indicators.

• Analyst – RFI Team, AFC Investigations, May 2022 – December 2023

• Processed and responded to Requests for Information (RFIs) from financial institutions and law enforcement agencies, supporting broader financial crime investigations.

• Prepared clear, accurate, and timely written reports that supported ongoing AML investigations and regulatory compliance efforts.

• Strengthened cross-border collaboration and communication by managing sensitive information requests with professionalism and discretion.

First Class VVIP Feb 2013 – April 2022

Business Class VIP Mar 2010 – Jan 2013

Economy Class Aug 2007- Feb 2010

• Thoroughly prepare for each flight. This includes updating self with onboard updates and communications to ensure that all elements of safety and service are consistently delivered on every flight.
• Effectively check all cabin functions/aspects prior to customers boarding to ensure that they find a well prepared, clean and fully functioning product.
• Personally introduce self to each First Class customer with a smile and address them by name at the first point of contact. Ensure customers are familiar with the seat/suite functionality including the IFE system and Shower spa/Lounge facilities (A380).
• Maintain an excellent knowledge of the Emirates First class product and service standards, including menu items and beverage choices. Discuss options and make recommendations with ease and confidence. Provide guidance to customers on the wider Emirates product and network.
• Show exceptional hosting and interaction skills. Display a warm, friendly and courteous attitude; builds rapport with customers. Identify opportunities to make a difference to the customers. Experience by pro-actively anticipating their needs throughout the flight. Personal and considerate towards customers and adapt approach to each customer based on the customer’s individual needs and preferences.
• Display an excellent attention to detail, which defines and differentiates the First Class experience. Ensure that the customer’s needs are anticipated at every stage of the flight.
• Pass on information and provide clarification to customers of known delays, diversions, or disruptions as required. Update customers of any ground arrangements or transfers where this information is available
• Act as a brand ambassador by displaying immaculate image and uniform standards. Demonstrate a positive and professional image with appropriate conduct and behavior at all times
• Contribute as an active and supportive team member. Take direction from the Purser, support decisions and act in accordance with the chain of command. Be prepared to work out of grade at any given time and proactively volunteer to assist in other cabins whenever necessary.
• Actively promote Duty Free service to our customers and ensure sales comply with company policies and regulations.
• My aim is to create the First class ambiance and go beyond customer expectations on every flight. Creating a private jet environment for our customers is my responsibility. I create discreet, personalized and indulgent ambiance where my costumers never have to ask because I take time to understand each of their needs and wants.
• Dealing with emergencies such as cabin fires, and give first aid to passengers.
• PR and advertise Emirates destinations and Dubai.

• Opening / Closing stores, Developing and maintaining strong customer relationships,
• Store management, stock control and inputting new stock,
• Logging and preparing invoices for payments, organizing delivery schedules,
• Monitoring performance of the workshop on behalf of the director,
• Dealing with overseas agents for the purchasing and supply of new stock from United Kingdom and Italy.
• Recruiting and interview new staff.

• Opening / Closing outlet, calls handling, pricing and security tagging, store organisation,
• Overseas travelling to United Kingdom purchasing stock, replenishment control,
• New staff induction and training, cash handling and daily revenue.