Customer Service Human Resources

Roopali Yadav

Phone: 780-***-****

Email: *******.******@*****.***

HUMAN RESOURCES / CUSTOMER SERVICE / ADMINISTRATIVE PROFESSIONAL

Innovative, confident, flexible, organized, diligent, self-motivated, dedicated, independent as well as team player, energetic Professional with over 10 years of experience in fast-paced environment in various roles including HR, Administration, Oil & Gas, Compensation & Benefits, Payroll, Customer Service and Banking (Mortgages). Excellent verbal & written communication skills, managed heavy workload, professional attitude, respectful, strong work ethics, problem solving, out of the box thinker, organizational, decision maker, maintain confidentiality, attention to detail, strong computer & administrative, interpersonal, time management, multi-tasking and prioritization skills with pleasant personality and with strong focus on employee and customer satisfaction with thorough knowledge of corporate operations and working with senior level management. Knowledge includes:

MS Office proficient, Edge, T24, Teams • Compensation Surveys & Corporate Reports

Internal banking applications like SharePoint • Maintained confidential, sensitive & critical data

Job Posting, Recruitment, On-boarding, Policies • Database, Payroll, HRIS, Personnel Files & Data

Mortgage queries, Customer Service, Payouts • On boarding & New hire Orientation

EDUCATION

Graduate Certificate in Business Administration - Human Resources Management [HRM] with Honors

Seneca College, Toronto

Well versed with HRIS, HRMS, Occupational Health & Safety, Basic Accounting, Labor Relations, Human Rights Codes, Workers Compensation Board & Employment Standards.

Bachelor in Tourism Studies - Indira Gandhi National Open University (IGNOU)-India

TECHNICAL SUMMARY

Well versed with Human Resources Information Systems (HRIS), HRMS, SharePoint, ADP, Issue Track, SAP, ORACLE, PO Generation, MS Suite, MS Outlook, PeopleSoft, Microsoft Office – MS Word, MS Excel, MS PowerPoint, MS Project, Acrobat, Citrix, CWB-T24, Service Now, Teams, Database Applications, LinkedIn & Facebook savvy, proficient in web browsing and Google Applications.

ACCOMPLISHMENTS

Awarded CWB Above & Beyond Employee of the Year – 2021

Appreciated by leadership for punctuality and dedication for work.

PROFESSIONAL EXPERIENCE

Customer Service Officer, Customer Service July 2020 - Present

CWB – Optimum Mortgage

Handling customer/broker queries for new or existing mortgages, proactively helping customers in 1 call resolution with response time less than 24 hours ensuring stellar customer service with every interaction, with regular appreciations by customers and management, updating the customer’s account and banking information on T24 application.

Independently generating, checking mortgage payouts statements, handling lawyer’s and customers ad hoc queries about the payout, penalty, wire information, penalty escalations.

Handling client’s enquiries about their home line of credit, issuing customer with new debit card, pin number and cheques, ordering cheques through third party, gathering data for HELOC fraudulent activities.

Generating various mortgage information statements, good standing letters, payment schedules, annual, payout statements for the mortgage clients.

Help Securities Team for Canada life insurance forms, updating the necessary information from mortgage commitment documents, calculating life and disability premiums for the mortgage.

Administrative tasks for team like copying, faxing, printing, sorting the fax documents and mails and sending to the respective stake holders whenever needed, chosen participant for UATs for internal applications.

Posting annual renewals for client’s mortgages. Working closely with Retention and Special Loans team to deliver exceptional client services and achieve individual and team fiscal targets, negotiating payment arrangements.

Administrative Assistant July 2014 – Mar 2015

GE Oil and Gas

Creation of weekly / monthly utilization report for Payroll, sent to Payroll Dept. with 100% accuracy.

Maintained Purchase Order Requests, reconciled and processed invoices and orders, managed fleet services with the timely reports and logs with 100% accuracy.

Supported EHS for incident reporting, PPE distribution, compliance tracking.

Primary support to HR team in organizing company and social events, supported VP in setting up boardroom and scheduling meetings, catering, updated HR communication boards, office administration, produced and handled confidential and sensitive correspondence.

Generated reports, created, formatted and edited presentations & documentations for VP’s business reviews & appreciated by Management for 100% accuracy and efficiency.

Ordered and restocked office supplies & maintained inventory, reception coverage and other administrative duties, dealt with internal and external customers, handled correspondence.

Tracked vacation schedules and staff vacations for the departments in coordination with Payroll, entering data for payroll, travel arrangements, accounting tasks, timesheets for 10+ employees, drug and physical fitness tests.

Customer Service & Order Management Representative – LD Mar 2012 – May 2014

Siemens Canada Ltd.

Achieved customer and team appreciation for efficient handling of service jobs and invoices.

Streamlined process of ordering parts for inventory, service jobs by weekly follow ups with vendors.

Interfaced with external customers for services, scheduling of service jobs, service contracts, invoices, coordinated with accounts payable for payment processing as a result payments were made in due time with no delays. Helped team in yearly audits by arranging documents, updating databases.

Actively took part with the quotation specialist for the new quotations, with regular follow-ups.

Inputted and maintained information in time keeping software for payroll purposes for 12 people.

Coordinated and managed warranty claims with regular follow ups for parts and service.

Analyzed, validated and upgraded necessary information on SharePoint and other spreadsheets.

Fuel Administrator Jan – Mar 2012

City of Edmonton

Generated fuel reports and data for all sites of The City, dealt with internal & external customers.

Coordinated with sites across Edmonton for creating speed passes and pro-keys for City employees.

Maintained daily, weekly & monthly reports on Inform, RAM (MS Access), Fuel Master and SAP.

Executive / Administrative / Project Assistant Apr – Dec 2011

The Churchill Corporation

Administrative support to 3 Project Directors & a Vice President & other team members for managing their administrative requirements, scheduled appointments, processed expense reports & maintained vacation calendar, time sheets, recorded and prepared minutes of meetings, travel arrangements.

Proofread correspondence and other documents, prepared agendas, arranged and coordinated events, scheduled & organized meetings, conferences, coordinated with large group of people.

Streamlined the process on SAP for creation and maintenance of customers & vendors, expense reports in TRIP and solved technical issues in coordination with IT dept. in Issue Trak application.

HR Generalist Nov 2010 – Mar 2011

Coca-Cola Inc.

Supported leadership staff (Vice President) for HR and administrative responsibilities. Managed calendars, itineraries, travel arrangements, reconciled & processed expenses, meetings.

Managed confidential records, documentation, reports for the stake holders with no complaints.

Assisted team in hiring, pre-screened resumes, interviews, background checks and exit interviews.

Coached team members and new hires for company policies, procedures, benefits administration.

Created and managed employment offer letters, salary change letters, employment verifications, documentation, pre-employment screening, maintained records in HRIS.

Monthly reconciliation & processing of payroll for 13 employees with 100% accuracy.

Supported in benefits reconciliation, HR monthly reports, dealt with ad hoc HR/Payroll inquiries.

Compensation and Benefits Officer, Corporate HR Feb 2004 – May 2008

GENPACT (Erstwhile GE)

Independently managed payroll for 250 senior management staff (VP+ population) and coordinated with Corporate HR to ensure accurate salary processing while maintaining confidentiality.

Maintained (paper/digital) personnel files and records, updated necessary information in HRIS (ORACLE).

Prepared & compiled various organizational reports like headcount, financial reports while using advanced Excel like VLOOKUP, short cuts, complex calculations, quick formatting, charts and pivot table, spreadsheets and graphs.

Researched, maintained and compiled confidential organizational data for surveys, headcount, reports, managed HRMS, assisted legal department VP for their reports and documentation.

Assisted team in performance reviews and functioned well under pressure to meet monthly/yearly deadlines, supported Talent Acquisition team.

TRAININGS & AWARDS

Awarded CWB Above & Beyond Employee of the Year – 2021

Various internal trainings withing the organization

Trained for: Manual Material Handling, Office Ergonomics, WHMIS

The Heart & Hands of Leadership, Effective Time Management

STEP to Personal Mastery (Personal Development Curriculum)

Awarded and recognized for effective delivery of targets

Rewarded as best employee for effective customer service.

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