Brian Gnanaskandan
Scarborough,ON
Summary
History of working with customer oriented solutions. Demonstrated strong analytical and problem solving skills with the ability to make well thought out decisions.
Proficient knowledge of Microsoft Office Suite. Maintained discretion with clients' information.
Won the RBC Individual Quarterly Award for Q2 2022
Cruise Winner for RBC Performance
Overview
8
8
years of professional experience
Work History
Operations Officer
RBC Royal Bank
09.2020 - Current
- Provided OES support for both IQC and COECTRL
- Acted as an escalation point of contact for agents and leaders within the team
- Provided coaching, mentoring, and training for agents, leading to increased job performance and engagement
- Shared best practices with new and existing agents to ensure better efficiency and performance
- Identified key issues and solutions, while actively engaging with National office and other service partners
- Contributed to team huddles and meetings to improve processes and solve challenges
- Took ownership in resolving complex issues and concerns providing value-added feedback, and ensuring client experience was a priority
- Investigated and cleared wire outages and general ledger discrepancies
- Cleared Credit cards, Mortgage and loan chargebacks
- Assisted with ledger-related imbalances within the department
- Collaborated with funding/payout teams to clear outstanding creditor payouts
- Cleared monthly insurance reports and resolved insurance related escalations
Subject Matter Expert Secondment
RBC Royal Bank
04.2023 - 09.2023
- Operated as an extension of the leadership team and developed proficient individuals while introducing new processes through centre rollout and training initiatives
- Resolved interdepartmental escalations, while enhancing collaboration between teams
- Collaborated with cross-functional departments for escalations and effective communication
- Conducted and led team huddles for reminders and new process implementations
- Provided multiple training initiatives for Relationship Officers and Mortgage Closing Officers
- Leverage expertise to contribute to initiatives impacting teams supported, examples including lawyers being funded multiple times in error
- Technical/product/operational expert for end-to-end processes and referral point of contact for agents and managers
- Exercised good judgement in making decisions with escalations to appropriate levels
- Maintained strong relationships with centre employees, service partners, management teams, Canadian banking sales partners, other financial institutions and third-party service providers
- Strong analytical mindset and practical problem-solving skills, with the ability to deal with ambiguity
- Monitored Funding Investigations generic inbox and assisted in clearing Escalations
- Proven ability to use OnDemand, Service Platform, Sales platform, Casper, Host, IRIS, ATF, TLM, CART, RightFax, Application launch pad, OLBB, OLMS, Siebel, Performance Tracker
Operations Agent
RBC Royal Bank
03.2019 - 09.2020
- Challenged merchant rebuttals to continue the recovery process for third-cycle chargeback
- Made decisions of Pre-arbitration, Case Filing, and Good-Faith Collection
- Assisted Subject Matter Expert in clearing chargeback escalations
- Provided effective and timely resolution of a range of customer chargeback inquiry
- Took part in other learning opportunities to further expand knowledge of RBC and chargebacks
Accounting Clerk
RBC Royal Bank
05.2018 - 03.2019
- Processed, corrected and adjusted Credit Card chargebacks using Tsys/TS2
- Investigated and cleared mortgage and Loan chargebacks, using general ledgers
Night Auditor
Hilton Markham Suites
07.2016 - 02.2018
- Calculated revenue from rooms, outlets, banquets, and VLT machines
- Audited hotel revenue, balanced nightly POS system from restaurants and bars
- Updated customer accounts with add-on room charges, and room service bills.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Functioned as front desk agent for check-in and check-out procedures
Education
BBA - Accounting
University of Toronto
Toronto, ONSkills
- Adaptability
- Employee Performance
- Time management and prioritization
- Team Work
- Communication and interpersonal skills
- Conflict resolution and problem-solving
- Critical thinking
- Decision-making
Timeline
Subject Matter Expert Secondment
RBC Royal Bank
04.2023 - 09.2023
Operations Officer
RBC Royal Bank
09.2020 - Current
Operations Agent
RBC Royal Bank
03.2019 - 09.2020
Accounting Clerk
RBC Royal Bank
05.2018 - 03.2019
Night Auditor
Hilton Markham Suites
07.2016 - 02.2018
BBA - Accounting
University of Toronto
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