Business Analyst Candidate with Customer Service Background

SUMMARY OF QUALIFICATIONS

*+ years Servicing Analyst experience acquired the retail, banking, insurance and legal sectors.

Exceptional verbal and written communication skills with the ability to speak with co-workers, staff and the public in a courteous manner.

Great understanding of front-end reception and customer service skills (Developed excellent customer service and interpersonal skills with clients).

Thrive in a team environment and can work independently with minimal supervision (position helped refine my problem solving, decision making and conflict resolution skills).

Flawless administrative, organizational, reporting, analytical and mathematical skills

Ability to multi-task, and work in a fast paced and demanding environment.

Skilled in processing financial transactions pertaining to loans, credit, payroll, purchase orders and other related matters.

Proven performance in maintaining a high degree of speed and accuracy together with keen attention to details while exercising prudence in dealing with sensitive information.

WORK EXPERIENCE

BMO

Customer Service Representative 2022- Present

Identifies customer needs and initiates referrals to BMO colleagues.

Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.

Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.

Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.

Contributes to meeting branch business results and the customer experience.

Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.

Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.

PRIVATE SECTOR

Customer Service/Data Entry Aug 2019 – Feb 2022

●Managing the customer service functions, including cash, cashiers and merchandising.

●Ensures cashier/merchandising staff comply with all store policies and operating procedures.

●Manages and maintains the manager’s/director’s calendar, including meeting invitations, upcoming events in store level.

●Strong organizational, planning, interpersonal and communication skills.

●Manages various projects such as business process improvement initiatives, event planning, and office relocations. Provides on-going guidance and instruction cashier/merchandisers.

●Maintains a central e-mail Address List and ensure all appropriate staff receive all must know e-mail communications.

●Proven ability to operate as a team player working with employees at all levels.

●Answers inquiries regarding location of product, rainchecks, etc.

●Resolves customer issues according to established guidelines (refunds, exchanges, etc.)

●Ensures shelves are clean and organized with proper rotation.

●Ensures product displays are set up and taken down as directed by the AFSM/FSM.

●May be asked to perform clerical and banking duties such as deposit cash handling.

●Complies with all store policies and procedures.

●Experience in expense reporting, calendar management and SAP.

●Complies with loss prevention policies and procedures and ensures they are executed in the store.

●Perform other duties as required including Cashier duties when necessary.

●Runs the end of day for the POS system.

●Responsible for opening and closing the store as per key holder duties (as required).

BMO

Analyst International (Contract) Jan 2019 - Aug 2019

●Responsible for providing exceptional customer experience to BMO clients in a call center environment.

●Strong integrity with ability to maintain confidentiality and manage highly sensitive information.

●Process deposits/withdrawals, overseeing payroll distribution and monthly reconciliation process for all payrolls.

●Advanced competency in MS Office suite of tools (Excel, Word and PowerPoint).

●Computerized alphanumeric data from a variety of paper-based sources into an in-house database; recorded and verified data to ensure a high degree of accuracy and made any necessary corrections/modifications according to standard procedures.

●Strong attention to detail and the ability to follow up on outstanding issues.

●Maintain and update filing, Inventory, Mailing and database systems.

●Provide high level of support for sensitive client information such as RSP, RIF, RESP, RDSP, TFSA and CASH accounts.

Sabbaticals Feb 2017 – Dec 2018

Buyer-Procurement Operations Analyst (Contract) Sept 2015 - Jan 2017

●Provided high-level of support for procurement operations; directly accountable for purchase order processing, customer relations, solutions development, recording/reporting and documentation management.

●Support the development of dashboard reporting, which have potential to broadly impact business partner, supplier and /or enterprise level decisions and reviews.

●Handled all Ad hoc activities, including drafting amendment follow up, assisting with Cabinet audit phone calls and conducting QA inspections of observers. Prepared ad reports or assignments as required.

●Analytics of inventory management is required to support the following products, for NARP in both the Canadian and USA markets to ensure issuance and production requirements are accurately executed with our production suppliers to ensure a positive customer experience.

●Monitors to ensure suppliers have met the daily file requirements, files have been sent and received.

Servicing Analyst (Contract) August - 2015

Assisting 500 accounts need to be closed in RIS and reopened in Meridian.

Perform administrative tasks such as distributing/ collecting documentation and information to

or from other internal departments or institutions, archiving historical documentation, assisting in the preparation of closing, reconciling activities on a daily, weekly or monthly basis.

Record and verify data for fulfillment and/or further closing to use the Remedy.

PREVIOUS JOBS

RBC

Account Service Agents (Contract) June 2015

TD BANK

Service Officer (Contract) November 2014 – Feb 2015

Credit Assistant (Contract – Assignment) May 2014 – July 2014

SHOPPERS DRUG MART

Buyer/ Customer service August 2007 – October 2012

EDUCATION & PROFESSIONAL DEVELOPMENT

●Diversity and Inclusion – Shoppers Drug Mart University

●Managing Your Priorities – Shoppers Drug Mart University

●PCI Security Awareness Training (including Risk & Threats, Protecting Cardholder Data, Identity

Theft and Social Engineering, Physical Security Controls) – Shoppers Drug Mart University

●Bank Teller Training, Toronto District School Board, Toronto, ON

●Legal Assistant / Paralegal Diploma, Thomson Education Direct, Toronto, ON

●Office Administration Certificate, Centennial College, Scarborough, ON

●Immigration Law Certificate Program, York College of Information & Technology, Toronto, ON

●Data Entry Certificate, WHMIS, CPR & First Aid certification North American College

COMPUTER SKILLS

●Proficient in Windows and Lawson Database Systems

●MS Office: Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook Express, SAP

●Familiar with Applications like MS Project, Abode, MS Office Suite, MS DOS

●Oracle and Lawson for procurement

LANGUAGES

Fluent in English and Tamil that can be utilized to assist customers with language barriers

Contact this candidate