DOMINIC RENO XAVIER

** ****** *****, *******, **, M1W2M6

647-***-**** acozzt@r.postjobfree.com

Financial Service Professional with more than 10 years in customer service and operations in retail and

corporate banking, delivering exceptional customer experience and exceeding operational targets. Proactive

leader with demonstrated abilities to translate business objectives into effective strategies and efficient execution

SUMMARY OF QUALIFICATIONS/ACHIEVEMENTS

• Ability to engage customers in complete needs based conversations to simplify complex financial matters

and guide them with the right options and solutions.

• Capable of identifying new sales opportunities and make quality referrals; consistently met targets in

keeping with company objectives. Good multi-tasker who enjoys working in a fast-paced environment

• Identified and implemented services and process improvements as part of a team that helped to achieve

90% accuracy, consistency and efficiency of payments

• Played a Vital role(operational lead) as part of a team that reduced customer waiting time in branches by

90% by reorganizing payment process which increased cumulative revenue(forex and processing) from

all branches by CAD 50,000 per day

• Passion for serving clients and a creative problem solver. Able to work as an effective team player in a

diverse team

• Proficient in the use of Windows XP/2000/Vista, Microsoft Office(Word,Excel,Power

point,Outlook,Access)

• Excellent communication skills in English,Hindi,Tamil and Malayalam

• Awarded as best employee of the year in 2010 for suggesting an innovative idea for reducing operational

expenses of the unit by 50% and involvement in projects

PROFESSIONAL EXPERIENCE

Royal Bank of Canada Insurance 2015 –till now

(one of the largest Canadian bank owned insurance group of companies with CAD 940 billion in assets and

73000 employees)

Licensed Insurance Advisor in the Contact Centre

Responsibility includes contributing to the team sales plan and revenue objectives by providing client advice,

service and insurance solutions to meet their needs.

• Take a client focused approach to effectively navigating the need assessment discussion, acknowledging

and understanding the request to ensure client decision confidence when providing an insurance or

servicing solution.

• Accountable to identify cross sell and referral opportunities, collaborating with sales partners with the goal

of deepening the client relationship.

• Accountable to ensure due diligence of procedures, process, regulatory compliance and assessment of

risk within set authority limit.

Abu Dhabi Commercial Bank 2008-2014

(Third largest bank in U.A.E with CAD60 billion in assets and 1300 employees)

Team Leader - Payments Processing, Operations Department Apr2010 – Jun 2014

Responsibilities included ensuring customer requests are processed within the agreed SLA, resource planning,

monitor and control risk within the unit, authorizing SWIFT transfers,(closing,deposits,withdrawals)and set up,

maintenance of all types of accounts including suspense account entries and adjustments,IBP’s, perform

reconciliation of payments, preparing drafts and money orders, verify documents to ensure accuracy by

identifying authorized signatories, available funds as per established priorities and TAT

DOMINIC RENO XAVIER Page 2

• Helped to Increase the productivity of 12-member team to 95% in the position as Team Leader by

reorganizing priorities of payment processing

• Provided suggestions,which in turn implemented by management on saving CAD 0.25 million annually

within the operations department by reducing fixed spending by 10% and variable overhead spending

19% through cost–improvement initiatives including better use of resources

• Streamlined payment processes by developing standard operational procedures/policies and developed

strategic plan to meet a defined, measurable and achievable objective in align with the business plan

• Represented bank in a Real Time Processing of Payments(UAEFTS) project of UAE central bank and

ensured all functional requirements are met, prepared test cases and signed off user acceptance

test(UAT) documents and successfully implemented

• Monitored risk within payment section and identified 5 problem accounts through analyzing pattern of

transactions and information from market, mitigating risk and saving Bank’s undue losses by CAD

300,000/-

• Improved resolution of customer issues to 90% within remedial turnaround time using independent

judgement,in depth knowledge and investigative skill and escalate issues where necessary

Customer Service Officer, Branch Operations Nov 2008 –Apr 2010

• Identified new sales opportunities and made quality referrals which in turn increased the sales by 80%

within 2 years

• Used excellent customer service skills to build customer loyalty by providing customers cost effective

transaction processing and on different ways of saving money. Ensured client retention and thereby

increased client portfolio by 50% within 3 years

• Identified the areas and issues to be get improved and resolved and then notified the business and the

team lead with recommended solutions based on situational factor, client requirement and policies and

procedures

Joy Alukkas Exchange (Exchange wing of Joy Alukkas Group)

(Financial service exchanges in U.A.E with assets worth CAD 310 Million)

Customer Relationship Officer Nov 2006 –Oct 2008

Identified, acquired and strategically managed diversified client relationship and built a long term, sustainable

client portfolio in line with the company’s policy and guideline. Presented company’s products by conducting

seminars and personal business meetings.

• Maintained high level of customer satisfaction by handling and delivering large volume of cash and

providing best forex rates for different currencies according to customers demand

• Played an active role in Increasing remittance revenue by 95% within two years by identifying new sales

opportunities and cross selling strategies through conducting joint fieldwork

• Helped to develop internal partner relationships with other exchange houses, supporting branch

operations to meet customer service requirements and resolve customer issues or concerns by 90%

• Executed strategies and plans to develop and build key client relationships, which expanded small to

medium client base by 70%

• Provided suggestions as part of a team that helped to create a reward system to motivate personnel to

maximize sales

Joy Alukkas Group

(One of the largest jewellery retail groups in U.A.E with diversified business; assets worth CAD810 Mn)

Assistant Showroom Manager/Senior Sales Associate Dec 2003 –Oct 2006

Responsibilities included designing and implementing commercial strategies regarding increasing sales, Loss

management, coach new sales associates on sales techniques and operational duties

DOMINIC RENO XAVIER Page 3

• Increased sales productivity of branch by 50% annually for 3 consecutive years and referral rate from

1200 to 1800 per year by designing and implementing formal training in customer service techniques,

relationship building

• Supervised and managed day-to-day operations of showroom with team of 15 staff by ensuring company

policies/procedures were followed and sales goals met

• Improvised and initiated programs to endorse team building and motivate staff

EDUCATION AND PROFESSIONAL TRAINING

Other Than Life (OTL License –Licensed Insurance Advisor) 2015

Investment Funds in Canada (IFIC) In-Progress

Financial Services Connections, Customer Service 2014

Access Employment, Toronto, Canada

Certification in Customer Relationship Management 2013

Certification in Trade Finance Management 2012

Certification in Anti Money Laundering Management (AML) 2011

(Above mentioned courses are from Emirates Institute for Banking and Financial services, U.A.E)

Master of Science (M.Sc) in Information Technology, India 2003

Bachelor of Science (B.Sc), India 2000

References

Saji Thomas Leena Joseph

Marketing Officer Nurse

Riya Travels Rouge Valley Hospital

Markham, ON Scarborough, ON

Ph – 647-***-**** Ph – 647-***-****

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