Customer Service Manager

Summary of Qualifications

Energetic result oriented professional with extensive retail banking

experience. Problem-solver using available information & resources and

creatively generate solutions. Strong analytical skills with demonstrated

talent for identifying, scrutinizing, improving and streamlining complex

work processes. Pay critical attention to detail and excellent

communication skills. Flexible team player with the ability to prioritize

and adapt in constantly changing environment. Familiar with coordinating

projects and teams, serving as liaison between business sales & operations.

Ability to build rapport with a diverse workforce in a multicultural

setting.

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Professional Experience

Administrative Assistant - METCO Inc/ METCO USA Inc Houston Texas (2009 -

Present)

METCO Inc sells quality medical equipment and providing medical leasing

solutions.

METCO USA Inc is a multi-faceted company that provides broad range of

trading & services to overseas' clientele related to oil & gas industries

and aviation.

. Provide support to sales on leasing transactions.

. Streamlined leasing processes and effectively increased turn-around-

time in customer delivery.

. Handle general office routine including answering phones, taking

messages and providing information to CEO, respond to emails.

. Responsible for the preparation of lease application for onward

submission to lending institutions.

. Prepare Bill of Sale, Commercial Offers, invoices, and issue Purchase

Orders.

. Process general payroll, monitor transactions and data entry through

QuickBooks.

. Extensive Internet researches related to Oil & Gas industries and

aviation.

. Contact point for suppliers /manufacturers of equipment parts related

to Oil & Gas and aviation.

. Coordinate with suppliers for all related payment transactions.

. Prepare shipment label on line and arrange for dispatch.

. Oversee the maintenance of office machines and supplies.

. Booking travel arrangements for the CEO.

Manager, Business Risk and Process - Regional Wealth Management, Standard

Chartered Bank, Dubai United Arab Emirates(2006-2008) Ranked in the top 25

Financial Times Stock Exchange 100 companies, listed on both London and

Hong Kong Stock Exchange, an international bank with strong presence in

Asia, Africa, Europe, Middle East and North America

Promoted to focus on business risks specifically related to wealth

management and foster best practice

across the region.

. Reduced operational risks by 80% conducting branch business process

review and identified risks and recommended resolution, resulting to

passing Group Audits.

. Supported Regional Wealth Management branches on risks issues related

to various product programs.

. Mitigated operational risks 75% through product program reviews as per

Group guidelines prior to submission for management approval.

. Prevented the possible loss of over $35,000 to the Bank through

tracking & monitoring of daily Investment security settlements with

Custody office and issuing financial institutions through Clearstream

Banking system (Security Clearing organization).

. Championed the integration of one system across the region and reduced

duplication of system infrastructure, increasing efficiency in

customer delivery by 85%.

. Prepared and presented operational risk workshop and laid down

groundwork for the implementation of key group policies during the

integration in Pakistan achieving a clear structured business process.

Manager, Regional Investments Services - Middle Office, Standard Chartered

Bank, Dubai United Arab Emirates (2004-2006)

Moved to recruit and train highly skilled team of four employees to drive

improved customer service across the country.

. Collaborated and worked closely with Singapore and Jersey Settlement

Office and Back Office Operations in validating the risk results on

daily trade settlements to ensure timely payments.

. Worked closely with Wealth Management branches and team ensuring the

standard of customer delivery is maintained without compromising

internal control.

. Driven system enhancement projects by closely working with Information

Technology and Operations.

. Met with Credit Department to streamline approval processes achieving

optimal result in lending against investment products.

. Reviewed processes and Service Level Agreements between branches and

Custody offices.

. In charge of monitoring and reviewing the performance of investment

securities against lending facilities extended, and take appropriate

actions.

. Reviewed all corporate actions received and provide instructions to

Operations for appropriate steps.

. Reviewed and monitor custody fees, trail fees and commissions to

ensure adequate distribution to participating branches.

Customer Service Manager, Investments Services, Standard Chartered Bank,

Dubai

United Arab Emirates (2002-2004)

Hired, coached, led and evaluated five employees to resolve investment

transaction issues for both internal and external customers promoting high

standard of customer service delivery.

. Managed "Know Your Customer" project, progress, completion timeframe

that resulted to passing the Financial Services Authority audit.

. Increased Investment Lending sales - 90% through successfully defining

business lending processes and guidelines.

. Monitored Investments reconciliation carried out by Operations

Department to ensure all un-reconciled items are not over 30 days and

recommend resolutions.

. Worked closely and collaboratively with Operations, Finance,

Compliance, Credit and Front Office in embedding policies to improve

processes, delivery and mitigating risks.

. Responsible for customer service issues related to Investment products

such as non-receipt of statements, Balance Certificate requests,

renewal of facilities documentation.

. Provided after sales service by interacting with clients and resolving

issues related to their banking needs (lending, general transactions

and Credit Card Operations)

Manager, Operations, Standard Chartered Bank, Doha Qatar (1999-2002)

Oversaw and supervised 10 employees to drive the efficient running of the

Branch daily activities.

. Led an initiative for better internal control procedures that has

resulted to the department receiving a "NIL/NO FINDINGS" Report from

external regulators (KPMG).

. Worked closely with Treasury, Finance, Operations and Risk &

Compliance from Dubai Regional Office on related activities.

. Performed the duties of Teller Service Supervisor when required

ensuring service delivery is kept to high standard.

. Cross-sold banking products over the counter.

. Supervised & monitored reconciliation process of GL accounts.

. In charged of processes, maintenance and control of daily transactions

of all banking products such as Personal Loans, Account

opening/closing, auto loans, credit cards and Time Deposits and wire

transfers.

. Developed training schedule for direct reports based on staff

performance.

. Coordinated with other banks/regulators/other branches related to

daily business transactions, compliance, audit and regulatory issues.

. Coordinated with bank's vendors on cash insurance, ATM supplies and

checkbooks.

. In charged of ordering controlled supplies of drafts, cashiers checks

and travelers' checks.

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Education

. Bachelor of Science in Commerce (BSC):Banking & Finance,Cum Laude

Holy Angel College, Angeles City Philippines

Personal Development (In-house)

. Driving Customer Loyalty & Treating Customer Fairly (Sales & Service)

. Operational Risk & Reputational Risk

. Outstanding Achievement in the Know Your Customer Program (BSA/AML)

Technical Skills

. Microsoft Office Suite(Word, Excel, PowerPoint, Outlook)

. QuickBooks

. 10-Key by touch

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