Service Representative

MICHELINE BERNARDO

**** ********* *****

Mississauga, Ontario L5M 6S3

Tel: 905-***-**** email: *************@*****.***

PROFESSIONAL SUMMARY

A multi-lingual, service oriented individual with a solid reputation for professionalism and reliability.

A conscientious and knowledgeable administrative professional with extensive Financial services industry experience

Quick learner and team player who adapts well to changes and follow procedures

Capable in Microsoft Office

Trained and fully conversant with multiple record keeping applications

Excellent analytical and relationship management skills

Excellent communications and presentation skills

Fluent in English, French, and Italian

PROFESSIONAL EXPERIENCE

RBC Investor Service, Toronto 2000 - 2014

Entitlements Services Support Representative2011 - 2014

• Responded to client inquiries from Europe, Asia as well as domestic, regarding securities issues. Provided timely and professional service in English, French and Italian; Ensured all client enquiries were answered within 24 hours of receipt and acknowledged as per established guidelines.

• Contributed to service level reviews and client meetings by proactively suggesting agenda items and assisting in preparation of statistics and other relevant account information.

• Escalated appropriately time sensitive/critical issues to management to minimize risk.

• Mitigated reputational and financial risk by ensuring all policies and procedures were adhered to at all times. Ensured all yearly audits were successful.

• Kept apprised of current policies and procedures associated with entitlements by reviewing for sign-off and providing feedback where details appeared unclear.

• Provided clients with information regarding events, such as corporate name changes, amalgamations, stock splits and dividend payments.

• Completed system training on various banking systems utilized to research information for clients. Adapted well to use of new technology.

• Verified tax forms before submission to Canada Revenue ensuring information was complete and accurate.

• Produced professional email communications in French and English for clients inquiring about financial holdings and other types of investment inquiries.

• Contributed to high client satisfaction survey ratings by consistently providing proactive and efficient service.

• Assigned top 100 RBC IS clients based on extensive Securities experience and knowledge.

• Took on a leadership role within the team; assisted colleagues to build solid knowledge base and technical skills. Provided training as needed to team members.

Trade Services Representative2000 - 2011

• Assisted and responded to clients in a timely manner on settlement of trades in the North American market.

• Ensured designated clients physical certificates were in good order including power of attorneys and other documents available for re-registration in nominee name.

Bank of Montreal 1996 - 2000

Securities Officer / Client Service Representative

• Progressed through numerous progressively responsible positions in the securities area.

Prior to 1996 held progressively responsible administrative and client service roles at BMO in Montreal.

EDUCATION

O’Sullivan Business College, Graduated from the business program

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