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Work Background
HSBCOperation, Risk and Administration
Sep. 2018 - Jul. 2022Vancouver, British Columbia, Canada- Provided comprehensive administrative support in a virtual Contact Centre Service & Sales(CCS&S) environment, ensuring efficient operations.
- Demonstrated a commitment to meeting customer needs by swiftly identifying and solving inquiries and completing transactions with exceptional speed and efficiency.
- Maintained superior and courteous service to both internal and external contacts, upholding the high standards of HSBC.
- Played a key role in ensuring compliance with regulatory standards and operational controls, contributing to the smooth and transparent operation of financial markets.
- Actively participated in team-based approaches, collaborating with colleagues to achieve tasks and meet the needs of internal and external customers.
- Engaged in ongoing quality, regulatory, and compliance training to consistently achieve performance targets.
- Fostered an inclusive environment that celebrated diversity and reflected the HSBC brand values.
- Exemplified a strong understanding of anti-money laundering (AML), terrorist financing(TF), sanctions, and reputational risks, effectively communicating and managing these risks within the organization.
HSBCPremier Support Officer
Jun. 2018 - Aug. 2018Vancouver, British Columbia, Canada• Provided positive, timely, and appropriate assistance to clients regarding MasterCard online applications, ensuring their needs were addressed satisfactorily.
• Exhibited a deep understanding of customer requirements, enabling the efficient completion of transactions and the resolution of issues.
• Ensured strict compliance with operational and system controls, adhering to HSBC regulatory standards and government regulations.
• Supported the sales manager by preparing sales documents, managing data input and report generation, and assisting with the client purchase process.
• Proactively identified opportunities for process improvements, contributing to the overall operational efficiency of HSBC.
• Provided operational support to the Contact Centre and branch network, demonstrating flexibility and adaptability in fulfilling additional responsibilities.
HSBCData Entry
Jun. 2015 - May. 2017Canada• Accurately entered data into the bank's internal systems, ensuring meticulous attention to detail.
• Collaborated effectively as part of a team, actively contributing to shared goals and supporting senior management.
• Completed assigned tasks with efficiency and dedication, meeting established responsibilities.
• Undertook training initiatives aimed at enhancing the effectiveness of FCC (Financial CrimeCompliance) operations.
Export Development CanadaPolicy Coordinator Assistant
Jan. 2014 - May. 2014Vancouver, Canada Area• Responsible of inputs data into the systems with focus on data integrity, ensuring that all relevant information is complete
• Prepared relevant documentation/correspondence; ensures that all correspondence prepared is in line with corporate, branding, and customer service standards
• Provided information to EDC’s stakeholders (credit approval listing, claims history, net claim premium, policy documents etc.)
• Understand the needs and requirements of various intermediaries and interacts with them as required
• Provided research and performed various supportive tasks for team members to improve efficiency of project and deal delivery
• Actively identified opportunities or initiatives to improve internal business and processes, systems and service delivery to ensure optimal and value added service to customers through Continuous Improvement
London DrugsSales Administrative / Cash Room
Sep. 2012 - May. 2015Vancouver, British Columbia, Canada- Assumed responsibility for various administrative aspects of store operations and systems.
- Managed store funds, ensuring accuracy and adherence to established policies and procedures.
- Oversaw administrative functions of the Point of Sales System, maintaining efficiency and organization.
- Prepared store deposits according to established protocols and submitted the necessary paperwork to Sales Audit at Headquarters.
- Maintained up-to-date knowledge of security bulletins and updates.
- Managed store office supplies, ensuring availability and smooth operations.
- Provided prompt and efficient customer service, contributing to positive customer experiences.
London DrugsCustomer Service Representative
Aug. 2010 - Aug. 2012Vancouver, British Columbia, Canada- Delivered exceptional customer experiences by actively listening to their needs, providing professional advice, and ensuring their satisfaction with products and services.
- Successfully promoted retail products and protection plan services, resulting in clients feeling understood and their needs being met.
- Responded promptly and accurately to client inquiries, effectively directing them to the appropriate departments for further assistance.
- Handled client complaints and issues with efficiency and effectiveness, consistently delivering excellent service.
- Processed various payment methods, including cash, cheques, credit, and debit cards, with utmost responsibility and accuracy.
- Assisted customers with application forms, return policies, and warranties, ensuring a smooth and seamless experience.
- Actively supported and assisted team members whenever needed, fostering a helpful and collaborative work environment.
- Aligned actions with company goals and objectives, maintaining a pleasant demeanor to cultivate repeat customers.
Itau-UnibancoBackoffice - Marketing
Apr. 2009 - Jun. 2010Asunción, Paraguay- Manipulated, cleaned and carried out data analysis in support of management and customer request using Excel and Access
- Responsible for load, extract and validation of client data
- Liaised with end-users and third party suppliers
- Data entry, data audit, created data reports and monitored all data for accuracy
- Set up and maintained manual and computerized information filing systems
- Prepared accurately and timely daily and monthly managerial reports
- Opened and distributed incoming regular and electronic mail and other material and co-ordinate the flow of information internally and with other departments and organizations
- Schedule and confirmed appointments and meetings of employer
- Ordered office supplies and maintained inventory
- Answered telephone and electronic enquiries and relayed telephone calls and messages
- Recorded and prepared minutes of meetings
- Supervised and trained office staff in procedures and in use of current software
BouncopyBackoffice
Jan. 2007 - Mar. 2009Asunción, Paraguay- Efficiently processed and managed back-office tasks in a fast-paced contact center environment, ensuring accurate and timely completion of administrative duties.
- Collaborated closely with the front-line agents and other teams to support their efforts by handling data entry, document preparation, and system updates, enabling smooth operations and seamless customer experiences.
- Conducted thorough quality checks and audits on customer data, transactions, and documentation, maintaining high levels of accuracy and compliance with established guidelines and regulations.
- Assisted in the resolution of customer issues by providing comprehensive back-office support, including researching and compiling relevant information, investigating discrepancies, and offering timely resolutions.
- Actively participated in process improvement initiatives by identifying areas for streamlining back-office operations, implementing automation tools, and suggesting enhancements to increase efficiency and productivity.
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