Customer Service Sales
Resume:
GUERGANA GENOVA
Toronto, ON, M6K 3E5 cell 647-***-****
Home 647-***-**** ********@*****.***
Detail-oriented, well organized, initiative, reliable and deadline-oriented professional with 9 years of Financial/Banking experience Areas of expertise, which can contribute to a specific company’s success include Taxation, Reconciliation, Account Transfers, Processing of Financial and non – financial transactions and balancing of balance sheet accounts, excellent knowledge of Canadian Revenue Agency (CRA) regulations and procedures, Knowledge of GAAP with superior customer/client service skills and broad knowledge of financial products and services.
RELATIVE SKILLS
Multilingual: English/Bulgarian/Spanish/Italian/Greek Calculations of Capital gains, interest and cash dividends Corporate and Personal Income Tax, as well as paper remittance of taxes to CRA GAAP knowledge and application of its rules and procedures Bank Reconciliations and investigation of issues in reconciliation processConfirmation of trades in operations environmentProcessing of deposits, cheques and withdrawals, wire transfers Foreign exchange booking and confirmationInvoicing Opening and closing of accountsTransfers and processing of accountsWire payments and execution of payments Customer service and collections experience, excellent telephone mannersAccounts Payable/Receivable and their presentation in the financial statements Credit process review and approval of credits in a retail financial environment
SOFTWARE: Simply Accounting QuickBooks MS Office Advanced Excel MS Outlook Adding machine Photocopier, Fax CORFAX, COINS, ECIF; IBM, SMS, NXG, GLOBAL PLUS
PROFESSIONAL ACHIEVEMENTS
Suggested improvements in reconciliation of management reports, as well as suggested better process of confirmation of trades in HSBC’s Treasury Department, improvement of business procedures
Analyzed the flows in the tax system and suggested ways for improvement
Trained and supervised a team of 1 member in the Proxy Department
Promoted to Maturity Officer for successful completion of duties
PROFESSIONAL EXPERIENCE
Operations Specialist, Operations and Treasury Department
HSBC Bank, Canada
December 2011 – June 2012
Prepared management reports for the different lines of business and reconciled FX, NDF, government bonds, resulted in improved procedures for auditing purposes
Monitored On line accounting system and prepared General ledger entries
Performed a variety of routine and non routine reconciliation and accounting activities
Processed trades and and posted them into the internal HSBC system
Used the netting method in confirmation of foreign exchange deals, which involves grossing or netting of trades and delivered exceptional customer service to clients and internal departments, which improved the workflow and suggested an excellent team environment.
Investigated issues in accounting entries and suggested ways to improve the reconciliation process.
Followed up for any outstanding items in reconciliation and GL entries.
Confirmed trades both – over the phone and via e-mail with direct corporate and personal clients and other financial institutions, resulting in settlement and negotiation of trades.
Communicated with internal and external clients and traders concerning the confirmation of foreign exchange deals and government bond, the end result being inflows and outflows of funds for billions of dollars.
Matched deal tickets and followed up with traders in USA, London and Europe concerning trade execution and required prove of their execution in case a trade failed to be confirmed on value date.
Worked with internal HSBC systems to review trade details before confirmation and took control over the queue of trades accepting on a daily basis trades and answering inquiries.
Reconciliations Officer, Mutual Funds and Third Party Operations
TD Waterhouse, Toronto, On
September 2010 – June 2011
Resolved discrepancies/exceptions that deal with instigating reconciliation process
Suggested improvements in the continuous improvement of the reconciliation system
Reconciled TDW Private Trust, Investment Portfolio Accounts and Corporate class accounts on a daily, weekly and monthly basis
Investigated issues related to reconciliation of accounts, using the internal systems SEI, SMS, IBM as well as transactions’ web sites such as CIBC Mellon and Invest one
Reconciled manually units on both dealer and trust side, using internal TD system called Securities at value (a link of InvestOne)
Followed up with trade settlements department for any outstanding items that required to be cleared up on a monthly and daily basis
Reconciliation of the Cheque Fraud Protection report and its reconciliation
Followed up with third party vendors requesting hard copy of their monthly financial statements
Reconciled files were posted manually into a reconciliation report using the Excel format. Provide monthly updates to other business partners on outstanding issues which required to be rectified.
Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.
Senior Accounting clerk, Special Tax Products
Tax Department, TD Waterhouse, Toronto, ON
October 2008 – May 2009
Reconciled and Balanced General Ledger accounts, processed invoices for customers, performed accounts receivable bank deposits, posted information to accounting ledgers
Issued, amended, cancelled tax slips - T4/T3/RELEVE16 at period end, remitted taxes for Canadian Revenue agency on a monthly basis, using CRA regulations and procedures
Issued cheques for customers and maintained cheque register, prepared statistical reports, building template and spreadsheets
Processed hold mail and input tax factors into the system, improved TD tax factor’s system through suggestion of better methods to calculate tax factors
Answered client’s inquiries via e-mail and phone on a daily basis to help resolve tax issues
On a daily basis calculated accrued interest and sent it out to CIBC branches
Handled huge volume of tax slips
Excellent knowledge of T3, T5, T5013 (A) slips and Releve 15
BSA, Income Processing
Entitlements, CIBC Mellon, Toronto, ON
May 2007 – August 2008
Processed interest and maturity entitlements to client accounts accurately and in a timely manner.
Maintained an up-to-date knowledge of Entitlement related issues
Worked in conjunction with Entitlements Help Desk to provide prompt and professional responses to all inquiries received from internal or external contacts
Ensured compliance with policies, procedures, audit and regulatory authorities.
Matched and processed invoices and managed all maturity related issues and reconciled accounts with 100 % accuracy
Calculated interest payments, handled all OTC/Free wire payments following tight deadlines
Balanced Maturity Suspense account on a daily basis and posted payments into the system
Prepared spreadsheets with CDN and US wire payments and contacted clients to confirm daily payments
Updated the system with new information regarding dividend payments
Handled the Proxy Mail Box, including answering customers inquiries both via e-mail and over the phone
Prepared files, Signed files, Closed files based on Broadridge Shareholders services records
Sent out proxy materials to underlying customers
Voted shares /both – online and on paper/ on behalf of the shareholders /clients based on client’s instructions
Prepared and balanced Canadian Depository Services Declarations
Rogers Communications
Sales Department
Novermber 2006 – May 2007
Provided excellent client service to existing and new clients
Communicated directly (door to door) and over the phone with potential Rogers’ clients
Sold Roger’s products and services throughout Ontario, increasing sales and company’s performance
Participated in meetings for sales process improvement
EDUCATION AND TRAINING
CIM (Chartered Investment Manager) at CSC – in progress
IFIC - CSC Certificate – CSI
Accounting Diploma – George Brown College
Masters Degree in Languages, 1997
University of Sofia, Bulgaria
REFERENCES AVAILABLE UPON REQUEST
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