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Customer Service Office

Fort Saskatchewan, AB, Canada
March 07, 2019

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Anabella Tumaian

** ******** *****

Fort Saskatchewan, AB T8L 4G3

Phone: 514-***-****


Summary of Qualifications

Excellent customer service and interpersonal skills

High level of attention to detail, analytical thinking and ability to learn quickly

Data entry and word processing experience

Generating customized reports using various softwares, databases and Excel spreadsheets

Client-oriented, proactive, responsible, organized, flexible, tactful, open to change and focused on results and continuous development

Able to meet competing priorities and multiple deadlines without compromising quality

Team player as well as independent, with multi-tasking skills. Able to work without close supervision

Ability to exercise sound judgment when dealing with confidential information and ensuring that matters of priority and sensitivity are brought to the attention of management

Strong communication skills in English, French and Romanian

Excellent knowledge of MS Office (Excel, Word, Outlook), Google, Banking Solutions, Sales Builder, IMIS, ICOP, TBI, PassTicket


Lean Six Sigma – Yellow Belt (training provided by National Bank of Canada) (2016)

Certificate in Management - Concordia University, Montreal (on hold)

Bachelor in Commerce, Romanian - American University, Bucharest, Romania. Assessment provided by Ministry of Immigration, Diversity and Inclusion of Quebec (2017)

Professional Experience

SCOTIABANK, Fort Saskatchewan, AB Oct 2018 - present

Customer Representative – Sales and Services (part-time, casual position)

Greet customers and engage in conversation to understand their needs

Process deposits, withdrawals, transfers, check cashing and other banking transactions for a high volume of customers

Assist clients with on-line banking (set-up on-line accounts and offer training on how to make transactions themselves)

Perform account maintenance (change of address, issue new and replacement bank cards)

Provide clients with various bank-issued forms (direct deposit form, pre-authorized payment form, etc)

Assist customers with ATM transactions


Senior Clerk

NBC Assistance Center, Montréal - Corporate Banking Operations Dec 2010 – Sep 2017

(full-time, permanent position)

Communicated on regular basis with clients, account managers, directors and partners in order to provide a smooth workflow process

Processed transactions in the NBC systems and ensured accuracy of information before approving them

Compiled data from various sources (internal softwares, Excel spreadsheets) and generated customized reports

Ensured that all clients’ documentation (electronic and hard copy) is up-to-date and properly archived

Updated work procedures and created new ones

Managed internal and external correspondence and inquiries (phone, e-mail, fax). In charge of monitoring incoming e-mails for both personal and general inbox. Ensure SLAs and deadlines are met

Prepared and submitted monthly invoices (customized Word/Excel format) and arranged mail-outs (Canada Post, Purolator, etc)

Opened and closed CAD/USD business accounts and set up features and restrictions for each account

Processed bank confirmation requests for NBC clients, as requested by external auditors. Contacted clients to gather missing information

As Lean Six Sigma Yellow Belt – determined the items in need of improvement and provided continuous improvement suggestions. Trained and assisted new employees, guided them through the learning process and made sure they became functional in a short period of time

Other administrative duties (filing, archiving – both electronic and hard copies, scanning, photocopying)

NBC Special Projects Dept - International Compliance Dec 2009 – June 2010

(full-time, permanent position)

Detailed research on the internet in order to find missing information (Bank Licence, Management Team/Board of Directors, AML Questionnaire, etc)

Updated ICOP (NBC in-house system) and clients’ spreadsheets on a regular basis

NBC Assistance Center, Laval – ICOP Project Sep 2008 – Sep 2009

(full-time, permanent position)

Maintained NBC customers’ database up-to-date; performed updates and corrections if necessary

Prepared welcome packages for new customers


Budget Assistant (full-time, permanent position)

Act as a focal point for internal and external inquiries

Provided timely and accurate reports (monthly, quarterly and annually)

Monitored budget and travel; maintained proper documentation and tracked changes in Excel spreadsheets

Opened, closed and set restrictions on Reporting Codes

Monitored hours reported by employees and contractors and ensured prompt submission of timesheets

Verified, processed and approved contractors’ invoices (per project)

Tracking office supplies inventory

Various ad-hoc requests

GLOBAL EXPRESS – COURIER SERVICES, Bucharest, Romania Feb 2002 – May 2005

Office Administrator (full-time, permanent position)

Supervised a team of 5 employees (coordinated, assigned and reviewed the work of couriers in collecting, sorting and delivering mail and parcels)

Organized office operations

Prepared, submitted and followed-up on invoices

Scheduled meetings and made travel arrangements for the executive staff

Managed all incoming and outgoing correspondence (mail, e-mail, fax)

Ordered office supplies

Prepared payroll using Excel spreadsheets


English, French, Romanian – fluent

References available upon request

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