Customer Service Management

Galina Nevolovich

*** ******* ******, *******, ** M4S 1C2 ( H: 416-***-**** ( C: 647-

***-**** ( ********@*********.**

HIGHLIGHTS OF STRENGTHS

< More than 10 years' experience in database management and database

marketing

< More than 8 years' experience in SAS programming and analytics

< Expertise in design, development, implementation, and maintenance of

Management Information Systems (MIS)

< Creative programmer with attention to detail

< Motivated high performer who achieves results on time

< Proven ability to learn new databases and businesses quickly

TECHNICAL SKILLS

< Languages: SAS, SQL, HTML

< Databases: Oracle, Teradata, MS Access

< OS: Windows (9x, XP, NT), UNIX

< Tools: Microsoft Office, PC and mainframe SAS, BI/Query, SAS Enterprise

Guide

PROFESSIONAL EXPERIENCE

Senior Risk Analyst / Forecaster

December 2009 - present

Consumer Portfolio Management

Royal Bank of Canada

Provide support to the Senior Manager of Consumer Portfolio Management and

the Portfolio Management & Credit Strategy (PM&CS) team in managing

portfolio health .

Support the following lines of business:

RBC Homeline Plan

Residential mortgages

Installment loans

Credit lines

Overdraft

Student loans

Loss forecasting

< Proactively identify ways to reduce unexpected losses and improve

financial assessment which impact Canadian Banking bottom line

< Work closely with Finance and Group Risk Management to meet monthly

forecast schedule

< Prepare findings for quarterly meetings on Provision for Credit Losses

(PCL)

< Participate in annual Loan Loss Planning process including, but not

limited to, coverage ratio, time value money, flow rate, vintage,

etc...

Report development, production, and maintenance

< Partner with teammates to design incisive and meaningful risk-

monitoring measures used to maintain overall portfolio quality

< Have full responsibility for building, validating, and automating new

metrics and reports

< Proactively research and enhance automation methodologies

< Produce suite of standard portfolio reports used by stakeholders

Data stewardship and self-serve reporting tools

< Back up Senior Manager, Consumer Portfolio Management, as data steward

delegate

< Define concise, standard and shareable credit risk metrics and

dimensions to be used by PM&CS and other areas of RBC

< Gather and document business and technical requirements for self-serve

reporting tools

< Coordinate with IT in the development and maintenance of self-serve

reporting tools

< Serve as subject matter expert

Ad hoc analytics

< Deliver timely and accurate portfolio analytics by:

< Understanding business needs

< Establishing analytical framework

< Performing all manner of data mining activities, including data

validation, towards identifying drivers and recommending solutions

to optimize risk-reward balance

< Summarizing and communicating findings

Senior Analyst

July 2004 - December 2009

Client Insight, Customer Information Management

Royal Bank of Canada

Accountable for all RBC Personal Market Customer Loyalty Survey and Market

Research Programs.

Annually:

< Gather business requirements for fiscal year program changes

< Design, develop, test, and implement enhancements

< Adhere to RBC contact strategy and policy

< Document exclusion rules and process flows

< Automate complex code to increase efficiency

On an ad hoc basis:

< Provide sample files to support market research programs, focus

groups, and usability tests (average 10 per month)

< Market research encompasses:

< Banking products and services: Deposit

accounts, Visa, residential mortgages, RBC

Homeline Plan, loans, lines of credit, online

and telephone banking, and call centre

services

< Cross-enterprise products: Creditor

insurance, RBC Insurance, and RBC Investments

(Action Direct and broker-based)

< Segmentation of client base: Baby boomers,

hockey leaders, professionals, and snowbirds

On an ongoing basis:

< Generate client contact lists for multiple sections of Customer Loyalty

Survey

< Maintain exclusion rules and files

< Investigate and execute new requirements for Customer Loyalty Survey

< Track survey respondents

< Promote teamwork and sharing of information and ideas among team

members

< Cross-train team members to ensure business continuity

Programmer Analyst

January 1999 - May 2003

Mobile Telephone Networks (MTN)

< Designed, developed, implemented, and maintained MIS used to produce

regular and ad hoc reports

< Processed various analytical requests to evaluate performance of the

customer base

< Drove information-based business decisions in various departments:

Finance, Billing, Network Service, National Office Senior Management

< Worked closely with the Marketing team to support such programs as

Churn Analysis, Customer Loyalty Campaign, and Portfolio Performance

Analysis

< Implemented and tested the System Integration Software

< Provided training on Enterprise Guide to end-users as part of the Data

Warehousing Project

IT Analyst

May 1998 - December 1998

Telkom SA

< Produced and maintained ad hoc, monthly, and weekly reports of

Corporate accounts for billing purposes

< Designed and developed standard usage reports as part of Customer

Business Systems (CBS) which included Customer Service Inquiry

< Worked on very large database

Junior Programmer

January 1998 - May 1998

Meditech SA

< Developed and supported software applications in healthcare environment

< Performed data extraction and data analyses

< Created new tools for health record information systems management

OTHER EXPERIENCE

< 7 years as a Mortgage Administrator

< Processed contracts and mortgage applications for new homeowners for

the construction of new homes

< Handled legal documentation

< Managed all aspects of client relationship

EDUCATION AND TRAINING

< Bachelor of Business Administration and Economics

< Diploma in Computer Programming

< Certification in UNIX, C Programming

< SAS Enterprise Guide, SAS Colour Graphics, SAS SQL, SAS Report Writing

< Informatica, Business Objects, Oracle PL/SQL, HTML

< Continuously developed new skills by attending technical workshops,

courses, conferences

References available upon request.

Contact this candidate