Customer Service Manager
Resume:
Janice Perla Yang
IMPZ Dubai, UAE
Mobile no: *** – 559 8781
Email Address: *********@*****.***
Summary:
** ***** ***** ********** ** Customer Service / Business Support with supervisory capacity specializing in the financial services industry.
Objective:
Looking for a position in a dynamic organization where my skills and experience will be fully utilized. QUALIFICATIONS
With substantial experience and outstanding customer service skills
Excellent knowledge of operation guidelines and standard banking procedures
Good understanding of market and various financial products
Comprehensive knowledge about sales and good negotiating skills
Excellent communication and interpersonal skills, ability to work well with others, in both supervisory or support staff role.
Excellent knowledge of operation guidelines and standard banking procedures
Knowledgeable of banking procedures, lending policies and documentation
Capable of working under pressure.
Ability to learn new computer programs and applications with little instructions.
Detail-oriented and ability to perform multi-tasking. WORK EXPERIENCE:
April 2012 – June 2018
Senior Teller/Head Teller – Branch Operation
Union National Bank – UAE
Highlights
- Successfully set-up newly opened branch (Dubai Investment Park Branch) 2014
- Trained new staffs for the following function Customer Service Representative and Head Teller function Key Accountabilities/Responsibilities:
Worked as the branch operations officer and oversee operation control in the branch.
Instrumental in increasing overall satisfaction level during the first quarter of 2018.
Performed required financial transactions timely and accurately to achieve the pre-decided customer satisfaction level.
Crossed-sell different bank product to customers. Contacted customers on mail or called them to inform about the latest bank offers and handled the branch promotional activities for the organization’s product.
Presented innovative ideas in order to drive new sales for the banks product
Monitored and evaluated sales result as well as initiated steps to boost profit opportunities and productivity level in the branch
Achieved sales target assigned in spite of challenging market dynamics
Identified customers service issues and ensures resolution to meet customer satisfaction
Supervised the cash movement to ensured safe and accurate distribution of cash to customers.
Monitored and checking all Teller transactions to ensure risk free functionality
As vault custodian, maintained and managed the cash movements to ensure safe and accurate cash distributions to meet customers as well as bank’s requirements.
Strictly followed the banks policy and procedures to achieve risk free area operations and acceptable audit rating.
Investigated properly the difference in book / cash / reports / notes denominations, etc. to ensure transactions daily balance and eliminate cash risk.
Investigated and check the inventory instruments at his custody to eliminate the waste/loss risks.
Maintained zero% loss rate due to fraud / short in cash & nil operational error
Ensured collection of all related charges
Ensured proper and timely collection of customer’s cheques
Ensured all customer queries / complaints are closed within established time frames Administrative Responsibilities:
Responsible for the submission of monthly reconciliation reports
Ensured that office expenditure is maintained within branch budget
Handled the branch’s petty cash and ensure the proper reconciliation of receipts
Organized the set-up of the branch monthly meetings and took minutes of the meeting for submission
Processed correspondence in responses to internal/external customer complaints
Point of contact from branch to other department for proper coordination of various bank dealings and approval
Coordinated with outside vendor/supplier for the branch’s office requirement and supplies and ensure the submission of monthly/quarterly reports.
January 2006 – March 2012
Teller, Cash Operations
Union National Bank – UAE
Key Accountabilities/Responsibilities:
Addressed customer inquiries and concerns and refer to appropriate internal resources for resolution to achieve customer satisfaction
Performed all financial transactions at cash area and ATM maintenance timely and accurately
Diligently followed Bank’s process and policies set with alert attitude on possible fraud
Managed Retail Operations as well as making daily cash analysis and monthly reports
Crossed-sell bank products and help achieve acceptable contributions in branch financial targets.
Handled inward and outward clearing cheques processing and reporting May 2002 – December 2005
Customer Relation Associate
China Banking Corporation
Makati City, Philippines
Key Accountabilities/Responsibilities:
Interviewed and screened all potential customers.
Responsible in opening of new accounts.
Ensured the proper documentation of all opened account.
Handled customer queries and resolved customer complaint.
Accepted all miscellaneous payments and prepared the corresponding daily activity reports required for submission.
In charged of all dollar transactions such as deposit, withdrawal and all Telegraphic transfers.
Prepared the daily and monthly summary reports for all foreign transaction and ensure its timely submission.
Inventoried bank supplies and instruments before requisition to eliminate loss risk.
Handled telephone customer’s concern and inquiries
Acted as secretary to the Bank’s Manager.
SEMINARS AND TRAINING ATTENDED
Foreign Exchange Basics
September 6-7, 2017, Emirates Institute for Banking & Finance, UAE
Information Security Awareness – October 24, 2017
Information Security Awareness – October 13, 2016
Terrorist Related Money Laundering – January 2015
Customer Identification Program: January 2015
Wolfsberg Principles on Correspondent Banking – November 2014
What is Money Laundering – November 2014
USA Patriot Act – November 2014
International Initiative – November 2014
PCI Compliance: What you need to know – January 2013
Anti-Money Laundering Seminar
November 8 to 11, 2009, Emirates Institute for Banking & Finance, UAE
Operational Risk Management
November 10, 2008, Union National Bank, Sharjah, UAE
The Professional Teller (Thomson net) Union National Bank, UAE November 2008
Customer Service Workshop
June 6- 9, 2005, China Banking Corporation, Makati, Philippines
Signature Verification Course
November 2005, China Banking Corporation, Makati, Philippines EDUCATIONAL BACKGROUND
ST. SCHOLASTICA’S COLLEGE, MANILA PHILIPPINES
B.S. Commerce Major in Marketing Management, 2002
REFERENCE
Mohamed Khalil
Branch Manager – Union National Bank
Dubai Marina Branch
Mobile no: 050-*******
Edward Reyes
Operations Manager – Union National Bank
Sharjah Main
Mobile no: 050-*******
Danilo Andal
Senior Quantity Surveyor
ASGC Construction LLC
Dubai, UAE
Mobile no: 055-*******
Contact this candidate