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Customer Service Data Entry

Toronto, Ontario, Canada
April 29, 2019

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Fergal Cunnane

Apt *** - ** Howard Street, Toronto, M4X 1K1

Cell Phone: 416-***-****, E-mail:


Accomplished administrator with broad range of financial services experience. Proven analytical ability coupled with impressive people skills. Team Player who has trained junior staff members. Flexible and outgoing with professional attitude. Proactive Worker.

Proficient on Microsoft office packages, AS400, CIBC Internal Systems

Work Experience:

January 2018 – Present :

Rogers Communications Inc.

Customer Service Consultant

Cable Service and EOP Queue worked on for over a year

Recently trained on wireless and currently working on Consolidated EOP Queue

Good Familiarity with Rogers Systems and Processes

Consistent pitching and selling of new products such as Ignite TV

Ability to see bigger picture and make correct business decisions

November 2012 – November 2017 :

CIBC Business Contact Centre

Senior Business Banking Sales Specialist

Warm and Cold Calls to Small Business Clients, selling CMO products and Small Business Overdrafts as well as E-Deposit products

Management of referrals e-mail inbox and rotation spreadsheet

Maintenance of existing clients and new clients to the CMO website

High level of interaction with branches and internal departments

March 2012 – October 2012:

CIBC Business Contact Centre

Frontline Phone Operator

High Level of client and internal interaction

Various ad-hoc Projects completed for management

Workflow tasks completed when necessary

Close adherence to bank policy when assisting clients

November 2011 – February 2012:

Allied Irish Banks, Bankcentre, Dublin 4, Ireland

Debt Recovery Project, downgrading of customers with poor debt repayment record.

Calculation of banks provision based on customers holdings and assets.

Reconciliation of customers repayments against provision provided for using NBT ( internal package ) and excel spreadsheets.

Liaising with external solicitors to obtain signed affidavits to enable AIB’s legal team to obtain judgement on customer’s mortgage.

Rolling forward of customer’s records from year end to new year to adjust for accumulating interest on bad debts.

Maintenance of customer’s files both physically and on the NBT system by continually liaising with AIB branches nationwide.

October 2009 – June 2011:

Bank of New York Mellon Alternative Investment Services, Riverside II, Dublin 2, Ireland

Administrator within Oversight Department : Troubleshooting work of other departments such as dealing team and anti money laundering team.

High level of customer service involved, high volume of investor queries dealt with over e-mails and telephone.

Calculation of fees and billing of international clients as well as domestic clients.

Training of junior members of staff with a helpful hands on approach. Brought my experience in other areas of finance to the table in this assignment.

Flexibility an absolute necessity in the funds industry and I believe I showed my flexibility by adjusting to varying workloads at certain moments such as month and quarter end. Also an ability to retain a lot of detail regarding priority clients and new legislation regarding funds demonstrated.

March 2009 – June 2009:

Lloyds TSB ( Offshore ), New Street, St.Helier, Jersey, Channel Islands, UK

Mortgage Officer with responsibility for maintaining customers files and contacting customers for outstanding correspondence.

Liaising with law offices across the Channel Islands to obtain legal charges and deeds of houses on new and existing mortgages.

Calculation of exit fees for customers transferring to other financial institutions in the UK. Interest rates also continuously adjusted depending on bank policy.

Organisation and sorting of daily post to establish which jurisdiction the policy fell under, Isle of Man, Jersey or Guernsey. This was done using excel spreadsheets.

Customer contact over phone and e-mail and logging of all customer interaction on Lloyds internal package. Preparation of legal letters for review by manager.

Filing project undertaken, files were split into island jurisdiction as mortgage law different in Isle of Man to Jersey and Guernsey.

July 2008 – February 2009:

BNP Paribas Securities Services, La Motte Street, St.Helier, Jersey, Channel Islands, UK

Administrator within dealing department. Large volume of subscriptions and redemptions placed on behalf of third party clients. High volume of trades placed and confirmed with strong emphasis on accuracy.

Completion of application forms and fund prospectus questionnaires to enable subscritpions to be faxed to transfer agents abroad. Liaising with investment managers to ensure customers investment wishes were met. Deadlines adhered to, to enable funds to be invested in the correct calendar month.

Preparation of Know Your Client information and Anti Money Laundering information on clients to enable fund applications to go through smoothly.

High level of e-mails queries answered from Investment Managers, Customers and Transfer Agents. High Volume of outgoing calls made to ensure deals had been received their intended destination before the fund deadline.

January 2008 – March 2008:

New South Wales Treasury Corporation, Sydney, Australia

Fund Administrator for local government authorities.

Data Entry, Unit redemptions and subscriptions placed using Corporations internal package.

Basic office administration together with any ad hoc duties required by department.

Strong emphasis on security with customer information thoroughly investigated before any action taken on deal requests

September 2007 – January 2008:

Colonial First State, 52 Martin Place, Sydney, Australia

Corporate Actions Administrator for numerous clients across Australasia and Asia.

High Volume of Dividend Set Ups performed as well as Dividend Payments.

E-mail enquiries responded to as well as other ad hoc duties performed.

Use of Hi Port package to calculate and execute payments due to investors.

September 2006 – June 2007:

Aegon Scottish Equitable International, I.F.S.C House, I.F.S.C, Dublin 1,Ireland

Offshore Insurance Administrator catering to British investors. Pensions and other investment products maintained and adjusted as necessary.

Preparation of policy documents and welcome letters for new investors. High level of correspondence with brokers dealing with new and existing investors.

High accent on accuracy and attention to detail. Calculation of incorrect rates would have serious implications for firm so self checking of work absolutely essential.

Involved in launch of new “ 5 for Life “ pension product to the British market allowing investors to benefit every year of their life after retirement. This involved many training courses and unprecedented queries from brokers and investors.

College Education:

B.Sc ( Experimental Physics & Maths ) from University College Dublin, 1997.

High School:

Leaving Certificate, graduated with 7 honours in 7 subjects, 1994.

Hobbies / Interests:

Football, Rugby, Media, Cycling, Cinema.

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