Customer Service Representative

MYLYN ARELLANO VELASQUEZ

Email Add: mymyvela @gmail.com

Contact Detail - 056-***-****

Najda St. Abu Dhabi UAE

PROFESSIONAL SUMMARY:

A professional banker with more than 15 years of experience of providing excellent customer service, handling customer transactions, referring credit products and balancing cash drawers. Detailed and highly numerate professional. Interested in applying analytical and client management skill within a banking environment and in the service industry. Executed better ways for product offering so the whole branch can hit its sales goal and revenue goal. A dedicated team player and can be relied upon to help company achieve its goal.

SKILLS:

Highly skilled in receiving and processing all banking transactions.

In-depth knowledge of maintaining positive customer relations.

Decision making and Problem Solving.

Cash Handling/Vault Custodian

Customer Service

Customer Retention

Cash Management

Team Handling and Coordination

Team Player

Excellent spoken and written communication skills

Dedicated and detailed with high level of accuracy and strong attention to detail

Computer skilled in MS Word and Excel and Banking software

Sales

WORK EXPERIENCE:

Position : Branch Operation Supervisor

Period Covered : Dec 01, 2016 – Nov 5, 2019

Company : Al Wehda Branch Union National Bank Abu Dhabi UAE

Job Title / Responsibilities: (Branch Operation Supervisor)

Complete the authorization of cash, cheques, withdrawal and other financial transaction that exceeds the teller limit.

Over all in charge for the maintenance performed by the branch operation staff such as Check Book request, account opening/closing documents, loan documents, signature cards, and key custodian register.

Update and balance both branch supervisor securities and CSR securities during EOD. Signing of the following letters: Letter of Check Return to customers, IBAN letter request, statement of account and another related request.

Handling and Authorizing of Non-Cash Transaction like DD / MC, Fund transfer, Remittance (both local and foreign).

Maintain the vault and associated security items and procedures.

Handles and review of daily branch report

Achieve targets and maximize profitability and minimize the operational lost.

Monitor and supervise of team tellers and CSR, validation of all transactions originating from them and approval within the delegated approval limit.

Day to day reconciliation of cash till and teller transactions accounts.

Handles the requisition of cash from head office.

Balancing and Replenish the ATM in a daily basis.

Ensures resolutions on customer inquiries and complaints with regards to telegraphic transfers and cash transactions.

Monitor and completes the daily list of AML transaction in the system and made sure to comply all AML policies from Central Bank.

Complete the proper authorization for cash and ticket transactions, as well as on Image Check Clearing System, (ICCS) Bizflow Remittances, Drafts and Bills Payment Transactions.

Responsible for the high-quality service, customer relationship and management of Branch Audit Compliance.

Monitor and eliminate Dormant Accounts of the branch.

Admin Jobs as a Supervisor (Non-Cash Transactions)

Manage/Approves the general maintenance/request of the branch.

Arrange monthly meeting schedule of the branch, writes minutes of the meeting and made sure the availability of the staff, materials, and booking the place of meeting if necessary.

Coordinates with HRD of the different training available for the staff and arrange the same for their growth as an employee.

Complete the preparation of the archiving of all documented files and coordinate them with Record Management Centre.

Trained the new on-board Teller/CSR and preparing all the system needed.

In charge of the process for staff transfer to another branch.

Responsible for the reporting and presentation of amended policies, procedures, promotional activities, and guidelines of the bank.

Coordinates with 3rd Party with regards to the facility management of the branch.

Monitor team’s schedules for the year including daily attendance, day offs, and leave plan.

Position : Teller

Period Covered : May 31, 2012 – Nov 30, 2016

Company : Al Wehda Branch Union National Bank Abu Dhabi UAE

Job Profile /Responsibilities: (Teller)

Handles cash transactions, receipts and payments/pay-outs including issuance of MC, CC, DD and Ret Check Memo.

Ensuring safe and accurate distribution of cash to customer.

Interacts with the customers to responds to their queries pertaining to the banking services.

Complete the process of telegraphic transfers that has been received for the day and accurately posting base on the application given, and applying special rates and taking charges.

Replenish/Balance cash/ATM in line with the laid down procedures on a daily basis.

Inform customer of ATM delivery channel to reduce the wait time at teller’s area, enhance the ATM usage and ensure that ATM transaction is risk free.

Cross selling of different products of the bank and achieved stipulated target within a year.

Position : Customer Service Representative/Receptionist

Period Covered : May 31, 2012 – Nov 30, 2016

Company : Al Wehda Branch Union National Bank Abu Dhabi UAE

Job Profile / Responsibilities (Customer Service Representative/ Receptionist)

Networking with a wide range of customers.

Contributes in marketing plans and strategies and conducting market research.

Handles customer inquiry and complaints in person, via phone calls and email.

Handles different kinds of Customer Data Updates in the system through CRM and make sure that account opening procedures are adhered to as per policies and guidelines.

Promote the highest level of customer service and responsiveness cross selling was practiced all the time.

Efficiently welcome, greet, meet customer and guide them to digital services.

Keep client informed of the new product/ services and promotional activities.

Responsible for preparing, sorting and delivering of mails to different departments.

Maintain the cleanliness of the CSR area and free of crowd by giving systematic and fast service for the customer.

Manage and request needed supplies of the branch at AMS.

Responsible for securing all kinds of data, files and documents held in CSR area.

Position : Customer Service Associates/Marketing Assistant/Teller

Period Covered : Jan 04,2004 – March 2012

Company : Banco De Oro Universal Bank Batangas City Philippines

Duties and Responsibilities:

Promotes the bank’s products and services; consistently cross-sells bank products at every opportunity.

Doing wire transfer or telegraphic transfer transactions and performing foreign exchange transactions.

Assists other tellers in resolving difficult or complex problems; provides basic guidance and leadership to other tellers.

Applies incoming deposits/payments using a variety of accounts; balances deposits, payments and receipts.

Conducts a variety of customer service tasks which may include providing account balances transferring funds, tracking deposits, bills payments, cash checks, and withdrawals.

Receives checks, cash, bankcards or other negotiable instruments in payment of fees or charges; verifies amounts and endorsements and issue receipts.

Cash loading at Automated Teller Machine.

Open New Accounts Transactions.

Process all Credit Card Payment Transactions and Customer Enquiry.

Prepared check book re-order form and process it on the system at the same time.

Accepts Local and Foreign Remittances.

ACHIEVEMENTS:

2010 : Smart Front Liner Awardee

2011 : Smart Front Liner Awardee

2014 : Best Service Branch Award

2018 : TAHFEEZ Happiness and Positivity Cheque- Recognize by the Area Office

PROGRAMS AND TRAINING ATTENDED:

October 18-20, 2010 - Marketing Services

New ICBS Program

Team Building

August 15, 2009 - Service Excellence Rally for BBG

March 17, 2007 - Anti Money Laundering Act

June 23, 2005 - Mystery Shopper Program 100

July 2004 - Counterfeit Detection Program

July 2004 - Signature Verification/ Anti Money Laundering Law

July 2004 - New Tellering System

July 30 2011 - Unit Investment Trust Fund Awareness Seminar

March-2014 - Effective Selling Techniques-

October 2013- UAE banking Laws

June 2013- T24 Portal Teller Training

April 09-2019-6 Ways to keep Customer Happy (UNB ACADEMY TRAINING)

April 08-2019 – Differentiation through Excellence in Customer Experience Delivery

May 2018 – Coaching for Performance (EIBFS)

Feb 2013 PCI compliance what you need to know (UNB ACADEMY ONLINE TRAINING)

Sept 19, 2018 Business Continuity Management System (BCMS)

Sept 19, 2018 Standard Information & Cyber Security Awareness (UNB ACADEMY ONLINE TRAINING)

June 06, 2018 – Operation Area -Tellers Set 1 (UNB ACADEMY ONLINE TRAINING)

June 30,2019 – July 25, 2019 FCUBS Training (ADCB Tellering System

EDUCATIONAL BACKGROUND PERSONAL DETAILS:

Bachelor of Science in Business Management

De La Salle Lipa Batangas Philippines (1999-2003)

PERSONAL DETAILS:

Marital Status : Single

Nationality : Filipino

Date of Birth : Aug 31,1981

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