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Customer Service & Risk Analysis Specialist with 5+ years of diverse experience
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Competencies
Handled customer inquiries and issues across multiple channels ensuring customer satisfaction.
Created and maintained dashboards and reports to monitor key risk indicators at Scotia GSG.
Implemented automation processes to streamline routine workflows in a banking environment.
Supported onboarding of new hires and trained colleagues in customer service procedures.
Provided technical assistance and troubleshooting for digital and telecommunication services.
Education
Languages
Summary
Experienced in customer support, risk reporting, and process automation within the banking and telecommunications sectors.
Key Achievements
- Resolved customer inquiries efficiently across digital and banking channels at Amazon and Scotia GBS
- Developed reports and dashboards in Salesforce to improve risk visibility at Scotia GSG
- Contributed to onboarding and training processes, supporting team integration at Scotia GBS
Experience
Customer Services Agent
Addressed customer inquiries and resolved issues related to orders, payments, subscriptions, and memberships for digital channels, Provided technical support and guidance to customers and colleagues to ensure smooth operations and quick issue resolution.
AML Analyst Level 1
Created and maintained reports and dashboards in Salesforce, providing visibility into key risk indicators such as delinquency rates and customer debt levels., Implemented workflow automations to streamline routine processes.
CSA
Provided customer service via phone for daily banking inquiries and revolving credit accounts., Supported onboarding processes for new hires and assisted with training.
Agent
Provided customer service via chat and phone for wireless prepaid services., Served as backup Floor Support and Help Desk for new hire agents.