Customer Service Manager
Resume:
Aghavni Ohanyan
Van Nuys, CA, *1405
**************@*****.***
EDUCATION
**/****-**/**** ******** of Science in Economics
Armenian State University of Economics (ASUE)
Major - Economics (Finance, Banking)
Minor - Macroeconomics, Microeconomics, Accounting
CERTIFICATION Certified Internal Auditor by the Central Bank of Armenia
Internal control system evaluation. Fraud investigation.
ISO standards.
Microfinance and Lending. Sales techniques.
WORK EXPERIENCE
09/2012 - 05/2014 Internal auditor (promoted)
Areximbank-Gazprombank Group CJSC (Banking)
Responsibilities: Auditing the processes and procedures within the
organizational framework, specifically the loan disbursement procedures
(business-analysis, loan documentation, credit history evaluation and
fraud), deposit procedures, cashing, Credit and payment cards (VISA,
MasterCard, American Express) transactions and emission, fraud. Checking
compliance with internal regulating policies, local Law, requirements of
the Central bank of Armenia and ISO Standards. Auditing the work process of
the Bank departments (Accounting, HR, Administration, local Branch
management and others). Auditing bank's Financial Statements. An audit
involves performing procedures to obtain audit evidence about the amounts
and disclosures in the financial statements. Conduct ad-hoc audits, fraud
detection/target audits, outsourcing. Prepare audit reports, make
suggestions, innovations consisting Bank's customer service improval
program and report to Internal audit manager.
07/2009 - 09/2012 Leading Specialist at Reporting Department
(promoted)
Areximbank-Gazprombank Group CJSC (Banking)
Responsibilities: Preparing Bank's monthly, quarterly and annual Financial
reports, Financial Statements (Statement of profit or loss and other
comprehensive income, Statement of financial position, Statement of changes
in equity, Statement of cash flows, Accompanying notes to the financial
statements). Checking and accumulating assets, liabilities and equity.
06/2008 - 06/2009 Leading Specialist at Branch Customer Service
(transferred)
Areximbank-Gazprombank Group CJSC (Banking)
Responsibilities: Providing wide range of services including exercising
excellent customer service in all customer interactions. Maintain office
administration routine procedures. Process daily correspondence. Receive
incoming calls.
11/2007 - 05/2008 Specialist at Plastic Cards Emission and Servicing
Department. Areximbank-Gazprombank Group CJSC
(Banking)
Responsibilities: Providing cutomer services consisting Credit and payment
cards (VISA, MasterCard, American Express) transactions and emission,
fraud, chargebacks. Solving customer problems.
TRAININGS and AWARDS
04/2011-07/2011 Courses of IFRS (International Finance Reporting Standards)
IAB Center
04/2008-12/2008 Leadership Training Program
Center for Leadership Development
02/2007 TOEFL.ITP (Total score 550)
American University in Armenia
07/2006-10/2006 Training of Information Technologies (IT)
State Engineering University of Armenia
05/2005 Award for The Best Student of ASUE Management faculty
Armenian State University of Economics (ASUE)
PERSONAL SKILLS
Languages
English, Armenian, Russian
Communication skills
Experience assessing and meeting the needs of customers and/or solving
customer problems. Experience identifying additional opportunities to sell
products and services to customers, upselling. Experience in positions
where individual and team goals were monitored. Experience interacting
positively with difficult or irate customers. Experience meeting customer
satisfaction goals. Excellent communication skills gained through my
experience as a customer service specialist. Excellent team player. Fast
learner. Motivated. Trustworthy and reliable.
Computer skills
Proficient in Microsoft Excel, Word, PowerPoint, Outlook, Access, OneNote,
Lotus Notes, QuickBooks, AS-Bank 4.0.
Contact this candidate