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Operations Agent

Location:
Toronto, Ontario, Canada
Posted:
May 04, 2019

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Resume:

Gemma dela Cruz

Operations Banking Professional

416-***-**** ac9aud@r.postjobfree.com linkedin.com/gemma-dela-cruz

A conscientious individual, agreeable and continually open to experience with years of operational background, enjoys challenges and new ideas, agile mind and consistently strives to apply new skills to achieve maximum results. Combining quick data entry skill and deep knowledge of multiple supported lines of business with numerous transformation changes and continues to strive for advancements.

Skills and Expertise

Fast and Accurate

Self-motivation

Attention to Details

Digital Fluency

Goal-Orientation

Client-First Driven

Lifelong Learning

Analytical Skills

Multitasking

Critical Thinking

Decisiveness

Organizational Skills

Professional Experience

RECORDS AND DISTRIBUTION RBC 10 York Mills, Toronto

Operations Banking Professional/Operation Agent (February 2006 - April 2019)

Consistently collaborates with a team of 20 Indexers within Customer Support Functions (CSF), Records and Distribution in identifying digital documents for search and retrieval purposes to support multiple service partners.

Excellent contributor to team’s daily high volume that exceeds 15,000 documents, always complying with various ranges of Service Level Agreements (SLA).

Consistently exceeding benchmark results past the set High-performing scale.

Took advantage of Skilling within the centre and now assisting Pay-No-Pay team, BDA Cheque Stop Payments during peak business days.

Recovers Statements and Histories for clients from the system upon request.

Comfortable discussing issues across platforms, management levels and clients.

Spearheaded the training of students and colleagues on multiple business queues - Credit Adjudication Group (CAG) and Group Risk Management (GRM).

Consistently rated Outstanding and High-performing through Performance Reviews.

Manages shift in absence of Team Leader (night shift) and instrumental in numerous department initiatives i.e. Lean Six Sigma projects, Address Accuracy/Undeliverable, Virtual Post Office (VPO), Canadian Deposit Insurance Company (CDIC), Shopper’s Drug Mart Assembly Kit.

Cross-trained on multi platforms including HSCP, OLMS, Casper, Sales Platforms, RIMS, Ascent Capture, On-Demand, IRIS, Content Manager, Synergy.

A.T.M. PROCESSING RBC 20 King Street, Toronto

Account Service Representative (November 2004-February 2006)

Sound understanding of ATM Extraction processes and statistical time-keeping templates.

Participated and was a key performer in numerous pilot projects within the ATM department.

Nominated for several Royal Performance awards as an individual and as part of a team.

CUSTOMER SERVICE CLERK TIM HORTONS, Toronto

Front Clerk February 2006 – December 2006

CUSTOMER SERVICE CLERK HIGHLAND FARMS, Mississauga

Front Clerk, Bakery Department June 2004 – November 2004

BANK TELLER PRUDENTIAL BANK, Manila

Cash Handling and Customer Service

Education

Canadian Law Danforth Collegiate and Technical Institute Toronto

Organizational Behaviour University of Toronto Toronto

Human Resources Management University of Toronto Toronto

Investing University of Toronto Toronto

Training and Development Course University of Toronto Toronto

Bachelor’s Degree in International Studies Maryknoll College Quezon

Community/Bank Involvement

Royal Performance Committee Co-Chair – Records & Distribution, CSF

RBC Run for the Kids, Sunnybrook’s Mental Health for Kids, consistently for 5 years

We Day volunteer, RBC sponsored inspirational events and educational movement for young global citizens, Scotiabank Arena, Toronto

Blood Donor, Canadian Blood Services

RBC Diversity Festival Volunteer

Stand Up Paddle (SUP) to end MS (Multiple Sclerosis), Supporter

RBC Blue Water Project – Project 22, Free the Children

Runner/Walk Guide to a Blind Athlete, Achilles Canada 5K Run/Walk

Supported Official Member, RBC Dragon boat Team

Royal Performance Bronze Star Awardee 2008



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