GOPIKA MENON
Royal Bank of Canada (RBC)
1
Certification
6
years of professional experience
Banking and customer service professional with experience supporting clients in a regulated banking environment, reviewing account information, maintaining accurate records, identifying issues, and following internal procedures. Brings a strong foundation in risk awareness, compliance, documentation, issue escalation, and cross-functional coordination. Skilled at managing time-sensitive requests, protecting confidential information, and delivering consistent service quality. Seeking to apply analytical discipline, attention to detail, and financial-services knowledge in TD Bank's Commercial Credit Management team.
Work History
Overnight Banking Advisor
1 Year 1 Month- Support clients through phone and digital channels while adhering to established banking procedures, regulatory requirements, and internal policies.
- Review client and account information carefully to understand needs, identify discrepancies or issues, and determine appropriate next steps.
- Maintain complete, accurate interaction records to support record integrity, continuity, and effective follow-up.
- Handle confidential customer information discreetly and apply a strong risk, compliance, quality, and process-adherence mindset.
- Manage multiple time-sensitive requests while maintaining service standards, accuracy, and timely communication.
Customer Support Associate (Rogers)
2 Months- Handled billing and account inquiries using defined workflows, documentation practices, and escalation procedures.
- Updated customer case records, contributing to a 20% improvement in data accuracy.
- Investigated reported issues, identified appropriate next steps, and coordinated with relevant departments to support timely resolution.
- Protected sensitive customer information and maintained accuracy and professionalism in customer interactions.
Customer Service Representative (Audio)
2 Months- Managed a high-volume contact-centre workload averaging 50+ calls while maintaining accurate customer information and service records.
- Assessed customer needs, communicated solutions clearly, and followed established service, process, and quality standards.
- Collaborated with team members to resolve concerns and maintain consistent service delivery.
Customer Advisor (Nissan)
2 Months- Resolved customer inquiries through phone, email, and chat while maintaining accurate interaction records and following service procedures.
- Achieved 95% customer satisfaction through efficient handling of vehicle, service, and warranty inquiries.
- Coordinated with sales, marketing, and service teams to resolve issues and support cross-functional efficiency.
Customer Service Advisor
1 Year 2 Months- Managed customer communications, appointments, records, invoices, and transaction processing with attention to accuracy and timely follow-up.
- Organized document management processes, improving organizational efficiency to 95% and supporting timely record retrieval.
- Responded to inquiries, assessed customer needs, and maintained accurate records while working toward monthly targets.
Education
Bachelor of Technology - Electronics & Communication Engineering
Skills
Credit Risk Awareness | Financial Services Operations | Account and Information Review | Risk and Compliance Procedures | Documentation and Record Integrity | Issue Identification and Escalation | Portfolio Monitoring Support | Customer Service | Transaction and Case Coordination | Policy Adherence | Quality Control Mindset | Cross-Functional Collaboration | Time Management and Prioritization
Microsoft Excel | Microsoft Office | Power BI | Salesforce | SAP ERP | QuickBooks | CRM Systems | Customer and Account Record Management | Email and Digital Communication Tools | Point-of-Sale Systems
Attention to Detail | Analytical and Problem-Solving Mindset | Risk Awareness | Procedural Compliance | Accurate Documentation | Verbal and Written Communication | Prioritization and Multitasking | Issue Identification and Escalation | Adaptability | Team Collaboration
Certification
- Life License Qualification Programme (LLQP) – FSRA
- Introduction to Risk Management – LinkedIn
- Diploma in International Finance – Alison (Online)
- Bloomberg – Client Service Job Simulation – Forage
- Wells Fargo – Consumer, Small & Business Banking Early Career Job Simulation – Forage
- SAP ERP Essential Training – LinkedIn
Timeline
Overnight Banking Advisor
Royal Bank of Canada (RBC)
10.2025 - CurrentRead More
Customer Support Associate (Rogers)
Tech Mahindra
01.2025 - 03.2025Read More
Customer Service Representative (Audio)
Teleperformance
10.2024 - 12.2024Read More
Customer Advisor (Nissan)
Concentrix
02.2023 - 04.2023Read More
Customer Service Advisor
Dakshin Wedding Photography
06.2020 - 08.2021Read More
Mahatma Gandhi University
Bachelor of Technology from Electronics & Communication Engineering
Read More