Customer Service Representative

MONA PARIKH

** ****** *****, *******, *******, L*S 3M6

H: 905-***-****/ C: 647-***-****

**********.****@*****.***

CSI Certified customer service professional with more than one year experience in banking industry and overall more than 10 years of experience. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Accomplishments

Certified by Canadian Securities Institute in Investment Funds of Canada

Successfully achieving booking and reference targets as Client Advisor

Experience in serving at one of the largest banks in Canada

Work Experience

Customer Service Representative/Client Advisor

11/2014 – 11/2016

Royal Bank of Canada

Deliver exceptional client experience and contribute to excellent customer service and branch sales.

Respect client relationship and channel preferences and proactively share with client their options and benefits of alternate channels.

Provide personalized advice by completing everyday transaction (personal/ business) transactions and accurately executing all steps of service.

Complete financial transactions such as deposits, withdrawals, bill payments and/or other account transactions for customers in an accurate, efficient and timely manner

Engage with customers to understand and meet their current and future financial needs by proactively providing them with advice and appropriate products and services

Identify sales opportunities for credit cards, mobile banking, investment, debt solutions and other financial services. Refer the customers to appropriate team members.

Understand and meet the needs of customers by providing them with advice on appropriate products and services, and/or identify sales opportunities and refer customers to appropriate team members.

Ensure customer problems are handled appropriately, escalating issues when necessary

Create best customer experience at every interaction and every

Contribute to the achievement of branch business objectives by meeting or exceeding individual sales & referral goals

knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and regulations

Understand and apply bank/branch operating policies and procedures – which may include assisting with the branch opening and closing procedures on a rotational basis

Ensure compliance and adherence to Bank policies and procedures as they relate to privacy, money laundering and fraud etc.

Client Account Representative 05/2012 - 06/2014

Needack Consulting Inc.

Processed clients' applications and documentation and completed credit check.

Generated new contracts and obtained job descriptions and skill requirements.

Reviewed and provided clients’ appropriate profiles of consultants available for the positions.

Ensured accuracy of information and followed confidentiality guidelines while handling clients' files and personal information.

Demonstrated effective processing skills and developed and maintained post-closing customer and consultant relations.

Handled accounts payable and receivable and day-to-day banking.

Recommended solutions to meet customers' needs and provided needed support to management when required.

Ensured compliance with internal controls, policies and procedures.

Developed highly empathetic client relationships and earned reputation for exceeding Client requirements.

Provided back-up for other customer service representatives when needed.

Customer Service and Administrative Representative 03/2002 - 07/2010

Scarborough Job Finding Club

Acted as a primary coordinator and point of contact for all telephone and face-to-face client Enquiries.

Provided quality service at every client interaction to create a positive client experience.

Involved and assisted in enrollment of clients into the program.

Prepared documents and schedules for monthly sessions.

Conducted and prepared monthly, quarterly and annual statistical reports.

Maintained petty cash, inventory and records of the program.

Provided ongoing support to clients and addressed their problems and queries.

Contributed to a positive working environment.

Interacted with diverse clientele base in person and telephonically. Ensured necessary due diligence is taken to support the accuracy and confidentiality of clients’ information.

Education and Certification

Diploma in Business Administration, Centennial College, Toronto, ON, Canada 1995

Certificate in Investment Funds in Canada, Canadian Securities Institute 2016

Additional Information

Good listening, communication and Client Service skills.

Ability to meet target deadlines.

Multitask and manage high volume stress.

Fluent in English, Guajarati, and Hindi

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