Administrative Assistant Customer Service

Ana Paula Machado 604-***-****

linkedin.com/in/ana-machado-6b478190

Coquitlam, BC

**.*******@*****.***

Highlighted Skills

Meticulous attention to detail, analytical skills

Administrative support, problem-solving approach

Time-management and organizational skills

Operational systems, process modeling

Trade finance, Letter of Credit, International Guarantees

16-years work experience business analyst at the headquarters of one of the largest banks of Latin America

Education

Douglas College, New Westminster, BC - Canada expected graduation July 2020

Diploma in Business Management – Business Administration

Relevant courses: Excel for Business, Systems Analysis, Business Statistics I, Project Management Essentials, Business Writing, Introductory Business Law, The Canadian Economy, Organizational Management Skills, Financial Accounting, Database I.

GPA: 3.35

Fundação Getúlio Vargas (FGV), Rio de Janeiro, RJ – Brazil 2006

Post-Graduate Certificate in Financial Management

Relevant courses: Human Resources Management, Financial Management, Marketing, Strategy Formulation, Bank Products and Services, Risk Management, Business with State and Government.

Universidade de Caxias do Sul, Caxias do Sul, RS – Brazil 2003

Bachelor’s degree in Business Administration – Major in Foreign Trade

Relevant courses: Foreign Trade Administration, Methods, Costs and Prices, Foreign Exchange, Tax Law, Maritime Law, Transportation and Insurances.

Work Experience

Cashier March 2019 - present

Real Canadian Superstore, Coquitlam, BC – Canada

Instruct customers on how to maximize their earnings in PC Optimum points by loading and (re)scheduling offers online, and combining the use of PC Mastercard

Provide excellent customer service by greeting customers; processing in average 120 to 150 payments per shift by cash, debit and credit cards, gift cards and vouchers; answering to customers inquiries; scanning items accurately; maintaining neat and clean checkout area

Business Analyst Aug 2007-Apr 2018

Banco do Brasil S.A. – Wholesale Solutions Directorship and Foreign Trade Unit – Head Office,

Brasilia, DF - Brazil

Responded to customers and colleagues demands about operational systems and reported to IT systems

Wrote internal manuals and guidelines for processes and operational systems, and reports to the Executive Committee

Improved foreign exchange contracts processing to comply with FATCA (Foreign Account Tax Compliance Act) requirements, federal legislation and internal policies while gaining efficiency by converting 5 sets of manual tasks into automated processes

Improved Letter of Credit and International Guarantees documentation analysis process to comply with ICC Publications and the company`s internal policies while achieving a 2-days decrease in the processing time by creating checklists, reassigning tasks and redefining checkpoints

Special Skills

Professional

Work independently

Committed

Computer savvy

Hobbies

Enjoy listening to music, discovering styles and their connections with ancient traditions and history

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