Customer Service Representative

Heather Claxton-Scopel H: ***-***-

**** [pic] C: 647-***-****

** **** ******* ******, *******, ON M6K 3R3 **********@*****.***

OBJECTIVE:

Customer Service Representative

PROFILE:

. Conscientious, customer services-oriented professional with over ten

years of progressively responsible experience in the financial service

industry

. Sensitive team player with well-developed skills for interfacing with

clients, public and private agencies, government, peers and superiors

. Well-developed communications skills for the identification of

customer needs - with experience interacting with the public and

successfully resolving customer requests and complaints

. Ability to research and apply relevant regulations and guidelines to

support clients with their requests

. Extensive hands on experience in using word processing, spreadsheets,

databases, e-mail and internet applications on a regular basis, with

willingness and ability to learn new applications

PROFESSIONAL EXPERIENCE:

Bank Teller, CIBC, Toronto, ON ?2013 - 05/ 2014

. Ability to quickly identify client needs and issues, establishing

client comfort and security

. Good customer service orientation for working with a wide range of

clientele including the disabled, senior population, children, public

and private sectors.

. Well-developed active listening skills; listens without interrupting

while effectively clarifying and verifying information

Electronic Banking Specialist, Hudson Valley Bank, Yonkers, NY 2007 -

2012

. Supported 32 HVB branches with ATM processes including, balancing and

investigating debit card fraud, reporting statistics to senior

management monthly

. Provided service excellence, supporting branches with wire transfers

. Managed domestic and international wire transfers, processing upwards

of 600 transfers per day, start to finish

. Prepared and maintained automatic-clearing-house (ACH) files,

reporting monthly debit/credit statistics

Funds Transfer Associate, HSBC Bank USA, New York, NY 2006 - 2007

. Originated and processed ACH debits and credits through electronic

payment networks

. Prepared and maintained ACH volume statistics and provided reports

-requiring solid planning and organization skills to organize and

prioritize daily, weekly and monthly workloads

. Conducted internal and external ACH audits

Funds Transfer Associate, Bank of America, New York, NY 2004 - 2006

. Executed Federal Fund Wire transactions

. Provided CHIP and SWIFT code information to colleagues and clients for

accurate routing of funds - requiring adherence to bank and client

confidentiality procedures

. Researched and obtained intermediary bank information for clients

routing fund transfers

Customer Service Representative/Personal Banker, HSBC Bank USA, New York,

NY 1998 - 2003

. Regularly interacted with public and resolve customer requests to

their full satisfaction

. Effectively worked in a team environment and ensured that operational

requirements were being met

. Demonstrated problem solving ability with an innovative approach to

resolving problems and challenges

EDUCATION & TRAINING:

Management Training Course, Bronx Community College, New York, NY

Leadership Development/Business Management, Bronx Community College, New

York, NY

Medical Insurance Administrator Certificate, New York, NY

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