Customer Service Manager

NOR IRENE BERMUDEZ – RABINO

Address #**-* ********** **. ***** +639**-******* / (02)243-2643

Brgy San Isidro, Galas, Quezon City Email ****************@*****.***

Objective A highly motivated, result oriented position that will enhance and challenge my skills to attain career advancement.

Education [2000-2004] Polytechnic University of the Philippines

Bachelor of Science in Business Administration Major in Business Management

Work Experience

METROPOLITAN BANK AND TRUST COMPANY

Branch Operations Officer – Assistant Manager (April 2015 – up to present)

Responsible for direct supervision of branch operations to attain branch profitability/volume targets; assists to ensure branch operating efficiency and quality service delivery consistent with the established bank policies and procedures.

Solicits desirable businesses in accordance with specific targets and objectives set by Management by implementing strategies in account solicitation, deposit generation, foreign exchange generation, loans and credit operations, other products and services of the Bank and its subsidiaries/affiliates.

Supervises the daily operations of the branch to ensure fast delivery of service, compliance with established policies and procedures and prescribed regulations of the Bangko Sentral ng Pilipinas (BSP).

Acts as custodian of cash, foreign currencies, supplies and accountable forms, acts as primary holder/custodian of vault combinations and acts as ATM Officer.

Directly supervises the processing of new accounts, cash operations, clearing loans, sundries and other product/services of the branch.

STANDARD CHARTERED BANK

Teller Services Officer – Assistant Manager (November 2014 – March 2015)

Responsible for the over-all cash management of the branch

Supervises tellers on the day to day transaction processing and client servicing

Authorized branch transactions

Reconciliation of GL accounts

Responsible for customer complaints handling and excellent customer service delivery

Comply and implement banks policies and procedures

Branch Operations Support Officer – Assistant Manager (September 2014 – October 2014)

Provide the over-all support for the branches

Reviewing policies and procedures

Cascading information to the branches

Consolidation of reports submitted by the branches

Assistant of the Branch Operations Head

CITIBANK SAVINGS, INC. (BANCO DE ORO)

Branch Cash Officer / Customer Service Officer – JAM (December 2011 – September 2014)

Manage the over-all cash in-flow and out-flow of the branch.

Responsible for ATM replenishment and reconciliation

Review and approve CSR transactions thru system override

Responsible for handling customer complaints and providing excellent customer service.

Authorized signer for Manager’s Check / Demand Draft

Proofing and reconciliation of GL’s

Exercise care and diligence in the course of duty for detection of counterfeit notes and checks, forgery, fraudulent transaction, money laundering, etc.

Manage staff (tellers) by providing constructive feedback, guidance and support.

Comply with bank policies and procedures to ensure security of bank and customers assets.

Customer Service Representative (Vault/ATM/Frontline Teller) (May 2005 – November 2011)

Processes over the counter transactions.

Prepares the necessary reports related to functions while ensuring good quality service delivery to clients.

Reconciles all branch transactions, cash and no cash entries

Consolidates all branch outward items such as checks for clearing cashier’s checks, inward checks, wire transfers, ATM card issuances, transmittal of documents for investments and account openings.

Balances cash position Report for the ATM

Prepares report for the ATM withdrawals and certification, ATM proofing and consolidation

Handles retrieval of ATM deposits of client. Performs monthly ATM cash count. Coordinates daily/monthly preventive maintenance of the ATM.

Responsible for balancing cash position of the branch.

INSULAR SAVINGS BANK

New Accounts Clerk (June 2004 – May 2005)

Responsible for account opening process

Helps the branch manager in marketing the bank products and services.

Prepares all the necessary end of the day balancing report.

Profile

Knows how to speak and write in English fluently

Proficient in MS word, excel and power point

Has a make-up artist skills and also knows how to cook

CITISTAR awardee 1st quarter 2011

Seminars and training attended

Citibank – Signature Verification

Citibank – Counterfeit Detection

Citibank – Branch Banking Fundamental

Citibank – Leadership Training

Citibank – Branch Fraud Awareness Training

Citibank – Getting AML Right

International English Language Testing System

Listening – 6.5

Writing – 6.5

Reading – 5.0

Speaking - 7.0

OVERALL BAND SCORE – 6.5

Personal References

Arlene Quismundo – Standard Chartered Bank Branch Operations Head (091*-*******)

Lala Sinlao-Mariano – Citibank CTG Acquisition Head (859-3353)

Christine Maliksi – Metrobank - Customer Experience Officer Retail Banking Group (857-5820 / 092*-*******)

Contact this candidate