Customer Service Manager

Josephine Gorrero

**** ****** *** *** *******, Texas

Email Address : ******@*****.*** Cell 210-***-****

Summary More than 10 years of professional business and banking customer service

experience in a fast paced online business processing environment. Dedicated team

leader with responsibility for recruiting, training, supervising and retaining a team of 13

account service agents in support of new deposit account openings. Passionate individual

having created, positioned and developed new customers within a unique pilot program

that was established to increase business from both our national and international

customer bases.

Experience

Royal Bank of Canada, Team Leader Personal Deposit Account Team 2011 to 2012

Account Service Agent Deposit & Estates Dept 2006 to 2011

• Lead a team of 13 account service agents in handling special projects and promotional

campaigns (Student account growth campaign, E-savings and account switch

promotions targeting non RBC clients). Significantly reduced or eliminated additional

staff and overtime expense. Identified delays in online account application processing,

resulting in increased customer satisfaction. Conducted bi-weekly staff performance

review for coaching and career opportunities

• Processed Online Personal Deposit Accounts for new and existing RBC and

Royal Direct clients.

• Reviewed each New Personal Deposit Account Application for clients who

applied thru RBC Bank USA under the South North Initiative and for individuals

visiting Canada from Japan and China.

• Verified virtually all new account applications to ensure all applicable sections of

the application were complete (critical & non critical information).

• Performed Credit Bureau Inquiry using Trans Union or Citrix, generated

necessary reports to the National Fraud Dept and also escalated the reporting of

files requiring further investigation.

• Supervised and managed the escalation of bank customer concerns and

complaints. Prepared/created/sent Disclosure letters to clients.

Mike Niven Interior Design Office Assistant 2004 Toronto, Ontario

• Managed accounts payable, cash receipts, banking, invoice maintenance and timesheet

entry. Responsible for general filing, organization, memos and letters. Assisted office

manager in project billing and review.

Private and Volunteer Caregiver 2003 to 2006 Toronto, Ontario

• Provide care for elderly living at home and in healthcare centers.

• Household administration and general accounts payables work – general filing,

organization, memos and letters.

• Grocery marketing, food preparation and, maintenance of dietary food plans.

• Assistance with daily living needs and management of doctors appointments. In

hospital daycare as required.

Education

University of San Jose-Recoletos Cebu City, Philippines 1989

• Bachelor of Science in Computer

George Brown College Toronto, Ontario 2003

• Business Administration – Accounting Certificate

Professional Awards

• Royal Bank Performance Award 2010,2009,2007

Skills

• Computer : Microsoft Word, Excel, Outlook, Windows XP

• Language : Fluent in English and Tagalog

• Excellent keyboarding skills with high level of accuracy and completeness

• Highly organized team player with great ability to multitask.

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