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Customer Service Manager

Toronto, Ontario, Canada
August 06, 2019

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***-** ****** **** ****

North York, Toronto M3J 3T7

Tel: 647-***-**** or 416-***-****



Three years Business Management Degree student

Diploma in computerized accounting

Completion of the CSC 2002

Fluent in English, high school knowledge of French and Spanish

Typing speed of 45 words per minute

Participated in several online training courses, example AML, code of conduct, KYC, and bank related training

Citi Service excellence award 2008


13.5 years at Citibank Canada – securities analyst/processor – level 3

5 years working as a fund /Portfolio Administrator

5 years accounting experience. Familiar with all general accounting procedures/payroll duties

20 years banking experience - as a customer service representative, foreign exchange teller, and new accounts officer

Communicated with clients and peers in over 20 foreign countries

Analyzed and complied reports based on client statements for the chief compliance officer

Dematerialized certificates - stocks, bonds, warrants to the Canadian Depository for securities

Provided over the counter transactions – new issues, Bankers Acceptances

Liaised with major transfer agents and brokerages and legal personnel example - DTC, TSX, TMX, Clearstream

Opened and closed the securities vault – upper combination

Knowledge of trade settlements, corporate actions and private placements

Provided administrative support, scanned, photocopied, set up meeting rooms

Worked diligently with direct manager to reduce expenses in the department, trained junior staff, educated clients of product development to reduce client expenses

Improved methods of performing duties on various projects to aid product development, which also resulted in time management

Delegated tasks to junior staff to encourage participation skill development


Responsible, detail oriented, efficient, loyal, flexible, trustworthy, highly organized, proactive, excellent problem solver, outstanding communications skills and excellent team player

Multi tasker, with unmatched time management skills

Assists senior members of the community – shopping, food preparation, housekeeping

Currently working on IFIC course


CITIBANK (CANADA) LTD Jan 2005 – Jan 2019

Securities Analyst/processor level 3

Reviewed and prepared reports of the personal investment portfolios for clients and the chief compliance officer

Reviewed and processed share and warrant certificates for international Clients for the purpose of dematerialization to the Canadian Depository for Securities - TSX

Processed cross border transactions

Analyzed and Input data on the General Ledger system

General Administrative functions, processed proxies for shareholder voting

Backed up my direct manager in her absence

Communicated with local and international financial brokers/institutions and colleagues and many transfer agents - local and international

Opened and closed the securities vault door – upper combination

Trained junior staff and new comers on the team

Officer on the Partnership Agreement for the Citibank custody name – Bershaw & Co

NORTHERN TRUST GLOBAL ADVISORS (contract) Jan 2005 – Jan 2019

Portfolio Administrator (investments)

Formatted Manager Commentaries and Spreadsheets for major clients using Ms Word and Excel

Assisted the CFA and Senior Analyst with the preparation of the monitoring sheets for the various portfolios

Updated all the relevant information in Smart, Wilshire, Paris, PC Bond, Barra systems

Communicated with Managers of the various portfolios regarding issues about the monitoring sheets

TD CANADA TRUST (contract) May 2004 – June 2004

Service Officer

Processed daily cash requests for trust accounts, both for Corporate and Internal clients using SEI and CPA systems

Prepared Excel spreadsheets

Resolved client fax request errors via email and telephone

Prepared month-end statements for Corporate and Internal clients

TD WATERHOUSE (contract) May 2004 – June 2004

New Accounts officer (New Accounts)

Assisted with the review and approval of LIRA, RRSP, RSP, RESP, LIF, LRIF applications which were faxed in by sales representatives

Contacted sales representatives about deficient applications and worked with the team to have the accounts opened within the time span

Worked alongside the compliance officer for those applications which needed legal documents (Power of Attorney, Affidavit)

Pulled Credit Bureaus


Experience Continued


Fund Administrator

Booked and settled treasury bills

Assisted Fund Accountants – posted trades in coda and AS 400

Communicated directly with traders and brokers in both U.S. and Canada

Carried out administrative functions, filed, sorted mail distributed reports and problem solving.

ROYAL TRUST (contract) Aug 1997 - Aug 2001

Customer Service Representative

TRIMARK TRUST (contract) Jan –Mar 1997

Loan Administrative Assistant

Pre-screened and recorded applications

Corresponded with agents and dealers

Performed general administrative duties

CHRISTOPHER L. RAM & COMPANY Oct 1992 – Nov 1995

Accounts /Audit clerk

Recorded Accounts payable & Accounts Receivable to Purchases ledger and Sales Ledger

Posted entries to General Ledger

Extracted Trial Balance

Prepared Journal Entries

Reconciled Bank Statements to Cash Book

Assisted in Payroll Department



As 400

Spreadsheet; MS Excel; MS Windows; MS Word; Electronic mail; MS Office; MS Outlook

Simply Accounting

Accpac Plus 6.1 / Accpac Plus – Canadian Payroll

Secore settlement system, Canadian Depository System

Broadridge, Sedar, Unitrax


Ryerson University (Full time for the period 2001-2003) 1999-2003

Major – Management and Enterprise Development Success Business College 1996

Association of Accounting Technicians 1991

Queen’s College 1982-1988

INTERESTS Badminton, literature, drama

References available upon request

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