Personal Info

Address

** ****** *******, *********,

Santry

Dublin 9

Ireland

Phone

003***********

E-mail

acyyvs@r.postjobfree.com

Skills

Strategic planning and priority setting

Customer relationship management

skills

Team management skills

Problem solving and decision making

Goals focused and Details oriented

Languages

Polish - native

Russian - basic

English - advanced

Software

Microsoft Office, Workflow, Cisco,

Active Operational Management,

Mainframe application, M6 System

Experience

2015-04 -

present

Allied Irish Banks plc. - Payments, Cards and Treasury Service - EBS Payments Team (Educational Building Society)

Information processing & Customer Service Advisor

• Process standing order instructions for EBS personal customers on CICS Transaction Server (Customer Information Control System)

• Complete payments system query tasks from M6 system (forcing missed payments, external loan refunds, SEPA direct debit refunds, restriction forms, online payments)

• Deliver high quality customer service to branch network, external stakeholders and Customer Contact Center

• Constant monitoring daily work to ensure adherence to SLA (Service Level Agreement)

• Errors investigation

Achievements: Service Level Agreement on the phone reached 95%. Significant achievement for a team of 2 full time team members.

• Setting direct debits for EBS mortgages

• Recovery of social welfare over payments for deceased customers 2014-04 -

2015-04

Allied Irish Banks plc. - Banking Support Services - Standing Order Team

Processing & Investigation Specialist

• Process standing order instructions for 3 directions (ROI- Republic Ireland, FTB- First Trust Bank and AIB GB- Allied Irish Banks Great Britain)

• Customer Service Advisor

• Complaints and errors investigation

• BCM coordinator (Business Continuity Management)- plan and test of the contingency site

• Clean Desk Coordinator- ensuring team is operating in accordance with the clean desk policy

• WRM Official (Wincanton Record Management)- prepare documentation to be relocated to the external storage, data record, catalogue boxes, head contact with Wincanton office)

• Demonstrate a commitment to AOM system (Active Operational Management) Achievements: My suggestions and ideas reduced process time by 25%.

• Tasks monitoring

2011-04 -

2014-04

Allied Irish Banks pls. - Accounts & Specialist Support - Business Verification Unit

Senior Account Specialist

• Document verification and account opening process for business customers Ensuring compliance of the documentation for personal and business customers in line with Money Laundering & Terrorist Financing Act and the EU Directive

•

Aneta Kapiszka

Information processing & data quality specialist

Banking professional with 9 years experience in financial institution, worked in a number of process and analyst roles. Building strong customer relationship by effectively resolving problems and quickly processing transactions. Goals focused team player with ability to work independently under time pressure.

• Support team member for branch network – personal and business queries

• Complete incoming task within agreed time-frame

• Breakdown investigation

• Involved in Department project - CJA Confirmation Programme, Student Campaign 2011, Remote Account Opening

• Assist in an implementation of new processes – improving efficiency and reduce costs

• Head contact for savings queries and complaints

2010-01 -

2011-04

Allied Irish Banks plc. - Banking Support Services - Savings Account Unit

Team Leader

• Managing a team of 12 people

• Preparing and reporting statistics within agreed timeline

• Assist Internal and External Audit

• Fraud monitoring

• Involved in team and department projects – Student Campaign 2010, Integrated Sales Process

• Effectively organise workload across the team

• Monitor completion and quality of tasks

• Escalating any potential SLA breaches (Service Level Agreement) Building relationship with branch network

Achievements: Due to professional team management I achieved the highest performance statement and was nominated to 'Leadership development' course.

•

2009-01 -

2009-12

Alied Irish Banks plc. -Banking Support Services - Account Opening

Work management

• Adding new material to file records, creating new record and retention of documents

• Dealing promptly with errors and complaints

• Reviewing and updating procedures

• Constant monitoring daily work to ensure adherence to SLA (Service Level Agreement)

• Coaching and training other staff members

Achievements: I was appointed as a Team Leader in Savings Team.

• Delegating task to the team members

• Documents verification and accounts opening process Customer due diligence process supervision- establishing customers identity and verification of address

•

• Preparation and input metrics for management dashboard 2007-05 -

2008-12

Alied Irish banks plc. - Banking Support Services - Branch Services

Info Processing and Data Quality Bank Official

• Document verification process

• Opening Personal and Saving Accounts

• Criminal Justice Act verification - Adhering to Anti Money Laundering and Terrorist Financial Act 2010 requirements

• Deliver high quality customer service

• Constant monitoring and reporting system issues

• Dealing with requests and queries in an efficient and timely manner

• Maintaining excellent relationship with branch network Achievements: Due to attention to details I have identified 10 potential fraud cases from black and white photocopies.

2006-07 -

2007-05

Primark Stores Limited

Sales Assistant

• Sales and handling

• Stock taking

• Balancing cash registers with receipts

• Developing positive customer relationships through friendly manners and excellent service

• Dealing with customer's questions, problems and complaints

• Cash desks supervising

• Working within established guidelines

Education

2000-10 -

2005-10

Cracow University of Technology, Environmental Engineering Master of science: Water Supply, Sewage and Waste Treatment and Water Quality Protection

2002-10 -

2004-10

Pedagogy and Psychology Centre at Cracow University of Technology

Diploma: Pedagogical Study

Interests

Flower arrangments, Health and nutrition, Nordic walking Courses

Stress Management

Interpersonal Communication – Communicating with confidence Team Work and Communication

Being assertive

AOM user training (Active Operational Management)

Leadership Development

I hereby give consent for my personal data included in my offer to be processed for the purposes of recruitment

(in accordance with the Personal Data Protection Act dated 29.08.1997; Journal of Laws of the Republic of Poland 2002 No 101, item 926 with further amendments).

Contact this candidate