Yvonne Janssen

** ******* ****, **** #***

Toronto, ON M5V 3P4

Email: adscpr@r.postjobfree.com

Cell: 289-***-****

Objective: To transfer my strong customer service skills from the financial industry to the health care sector.

Employment:

HSBC Bank Canada, Toronto, ON

Operation Risk Administrator (ORA)

2021-present

● Appointment booking

● Staff scheduling

● Responsible for a customer service team

● Solving customer complaints effectively

● Organizing promotional events and leading campaigns

● Balancing cash and general ledgers

● Preparing cash orders and processing Mastercard advances

● Foreign currency transactions

● Supervision of customer service department operations

● Mutual fund advisor

HSBC Bank Canada, Aurora, ON

Personal Banker

2013- 2021

● Booking appointments

● Member of customer service team

● Balancing cash and general ledgers

● Preparing cash orders and processing Mastercard advances

● Digital Champion for online banking

Operations Risk and Administration Specialist

2006-2012

● Booking appointments

● Member of customer service management team

● Responsible for supervising, coaching and training frontline staff to recognize sales opportunities and referring them to sales staff

● Keyholder and alarm codes holder

● Ensuring all operations of the bank are done within the compliance policy of the bank

● Making sure quarterly-, semi- and annual reporting is complete

● Ensuring counts are done accurately

● Annotating internal reports

● Auditing voucher control reports

● Opening and closing procedures

Senior Operation Assistant:

● Assisting sales staff with the administration of loan documentation, PPSA registration, appraisal invoice remittance and lawyers’ correspondence

● Greeting and assisting clients to the proper channels in the branch Hong Kong Bank of Canada (HSBC), Ottawa, ON

1994-2000

Loan and Mortgage Clerk

● Providing customer service including booking appointments

● Preparing of security documents as well as legal documentation for RRSP, car and personal loans and mortgages

● Ensuring opening and closing of loans and mortgages were completed in a timely manner

● Providing administration support to lending officers when required Senior Customer Service Representative

● Closing and balancing at the end of day, clearing and cash

● Opening the branch, setting up for the day, supervisory duties of frontline staff

● Assisting the customer service manager with daily duties as required Central Teller

● Handling of financial transactions for commercial clients, shipping and ordering

● Responsible for cash flow for branch, dealing with treasury department, foreign exchange and providing support for front-line staff

● Providing friendly and efficient customer service,

● Handling of all financial and safety box transactions and cross-selling of HSBC products EDUCATION

2021

Certificate in Medical Terminology

Banking Certificates

● Sales and Service Training Certificate

● Numerous Customer Service Appreciation Rewards

● Investment Funds in Canada Certificate/Mutual Funds Certificate CSI Global Education 1984-1988

Thomas More-Ariens College, The Hague The Netherlands HAVO Diploma Skills and Abilities

● Excellent customer service skills

● Ability and willingness to learn new skills quickly

● Able to work well independently/self-motivated

● Strong problem-solving skills

● Excellent communication and interpersonal skills

● Strong leadership skills

References Available Upon Request

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