Ana Csercsa
Angus,ON
Summary
Smart and responsible liaison with strong interest in fostering communication and collaboration. Proactive in identifying issues with utmost confidence in practical solutions. Organized, team-oriented professional with exceptional communication skills. Highly motivated and determined to make meaningful contributions to organization.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Senior Service Coordinator/Assistant Manager
BMO Financial Group
2 2018 - Current
- Coordinate and oversee work flow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, training and problem resolution
- Monitor volumes, turnaround times and ensures quality expectations are met, while maintaining strict adherence to control procedures and compliance regulations
- Enhanced team productivity by streamlining service coordination processes and implementing efficient communication channels.
- Optimized resource allocation by closely monitoring project progress and adjusting staffing levels as needed.
- Streamlined internal workflows through the implementation of automated tools, resulting in reduced manual intervention and increased efficiency levels within the department.
- Implemented detailed reporting systems to track key performance indicators and identify areas for improvement.
- Reduced response times for urgent requests by establishing an effective escalation protocol within the team.
- Boosted team morale by promoting a positive work environment and recognizing individual achievements regularly.
- Improved cross-functional collaboration with other departments to ensure seamless service delivery to clients.
Senior Service Representative
BMO Financial Group
04.2015 - 02.2018
- Manage Payments Inbox and work all payment investigations efficiently
- Complete Quality Assurance for team members on a daily basis
- Prioritize work in accordance with policy and severity of service impact to minimize financial/ customer impacts
- Maintain shared Diners Payments Inbox and delegate incoming requests/escalations
- Troubleshoot/ resolve most problems independently as per Letter of Authority/ authority levels following policies, standard procedures and processing schedules and deadlines
- Maintain appropriate audit trails
- Review transactions and requests for compliance with regulatory and Bank requirements, as required.
Customer Service Representative
BMO Financial Group
10.2011 - 04.2015
- Responsible for remitting multimillion-dollar wires to the Payments team to key for both USD and CAD
- Manage a Payments and Remittance inbox and respond to internal and external clients efficiently
- Investigate missing payments, credit refunds and misapplied payments
- Assist the manager in ensuring volume goals, turnaround times and quality expectations are met, while maintaining strict adherence to control procedures and compliance regulations
- Resolve discrepancies that include occasional non-routine situations in accordance with standard procedures
- Recommend/implement process improvements.
Helpline Supervisor
BMO Financial Group
11.2010 - 10.2011
- Contribute to achieving departmental objectives
- Act as a key escalation point for business issues, procedures and processes of a more complex nature and applies in-depth subject knowledge to ensure consistency or service and effective management of risk and controls
- Provide leadership, motivation, coaching, and professional development for agents on the call
- Provide ongoing support to agents with regards to process, new updates and guide them through customer conversation skills
- Support team members, simultaneously and resolve conflicting priorities and objectives
- Identify opportunities for coaching from multiple viewpoints and provide just-in-time, integrated coaching to improve behaviors and performance and escalate to the appropriate Managers using the Helpline tracker
- Manage risk and address potential fraud situations.
Customer Service Agent
BMO Financial Group
12.2008 - 11.2010
- Respond to a high volume of inquiries from customer, branch personnel, line of businesses and merchants
- Handling irate customers and capable of alleviating difficult situations
- Provides one on one service coaching to new CCA and co-workers in the call centre
- Consistently building a rapport with clients
- Efficient with Merlin and able to multitask while processing clients requests
- Proactively offers BMO products to meet client’s needs and sales objectives.
Education
Fashion Arts and Business -
Humber College
09.2006 - 05.2008
Skills
Service Delivery Optimization
Staff Training and Development
Performance metrics analysis
Customer Satisfaction Monitoring
Resource Utilization
Goal Setting
Problem-Solving
Teamwork and Collaboration
Languages
English
Professional Working
Timeline
Senior Service Representative
BMO Financial Group
04.2015 - 02.2018
Customer Service Representative
BMO Financial Group
10.2011 - 04.2015
Helpline Supervisor
BMO Financial Group
11.2010 - 10.2011
Customer Service Agent
BMO Financial Group
12.2008 - 11.2010
Fashion Arts and Business -
Humber College
09.2006 - 05.2008
Senior Service Coordinator/Assistant Manager
BMO Financial Group
2 2018 - Current
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