Grace Lourenco
Mississauga,Canada
Summary
Ensured operational excellence and high-level accuracy of produced work
Accomplished Operations Coordinator with 23+ years of experience in administration. Expertise in optimizing processes and ensuring accuracy and high productivity. Proven track record of identifying and resolving errors in the produced work. Strong background in managing the documentation and preparing reports. Adept at working with financial and non-financial products. Strong interpersonal and communication skills to build relationships with stakeholders at all levels.
Professional consultant with track record of providing valuable insights and strategic solutions to diverse clients. Adept at leveraging analytical skills and industry knowledge to drive impactful outcomes. Known for fostering team collaboration and adapting to dynamic environments, ensuring project success and client satisfaction.
Overview
24
24
years of professional experience
1
1
Certification
Work History
CONSULTANT
CGI
09.2022 - 12.2023
- Managed redemptions, Registered tracking transfers (RTT), purchase RTT, Transfer Registered Rollover, Redemption Registered rollover, dividends, systematic plans, PAC deposits, AWD withdrawls, IFE inter-fund transfers, and non-financials.
- Identified errors and glitches in the BOTS automation and corrected financial trades performed by BOTS by reviewing spreadsheets of posted trades.
- Assisted supervisor and manager in addressing escalated complaints and trade corrections, demonstrating strong problem-solving skills in identifying root causes.
- Collaborated on reports and clean-up projects.
- Conducted training sessions for new staff, ensuring smooth onboarding and knowledge transfer.
- Offered assistance to trainers and provided support with any questions they had regarding training materials or procedures.
- Recognized by supervisor for expertise in procedural matters, frequently consulted for guidance and clarification.
- Praised for exceptional time management skills, reliability, and willingness to take on assignments without complaints, consistently delivering results.
- Supported the migration of work from the veteran team of workers to new hires in the Philippines by identifying errors and helping with the education of the new team while achieving nearly a 100% accuracy rate for transactions posted by the team.
- Analyzed client requirements to develop tailored solutions that enhance operational efficiency.
- Collaborated with cross-functional teams to streamline project workflows and improve service delivery.
MUTUAL FUND PROCESSING ASSOCIATE
CI FINANCIAL
01.2000 - 09.2022
- Solely managed systematic withdrawls showing NSF funds for English-speaking reps in Canada, proactively contacting reps to advise on NSF withdrawls in client accounts, obtaining alternate instructions, and ensuring interrupted fund disbursement.
- Facilitated communication with dealerships for nominee accounts regarding NSF withdrawls, ensuring clients received funds promptly and maintaining positive relationships with reps.
- Pioneered communication formats and handling procedures later adopted by the Data Integrity Team, streamlining processes and ensuring consistency in communication.
- Contributed to application testing and enhancement for systematic plans, transfers, dividends, and redemptions, offering valuable feedback on systematic upgrades and identifying implementation issues.
- Managed the Short-Term Trading report for Trust Accounting, maintaining regular communication with the Marketing Team and Trust Accounting to address frequent short-term trading on client accounts and impose penalties as necessary.
- Performed the scanning of documents and mail, as well as time stamping and batching of documents in the Cage.
- Maintained efficient collaboration with representatives and advisors due to the lack of the Resolution Team.
- Handled call-outs for systematic financial plans,
- Cooperated on all products, mutual funds, segregated funds, and RESP.
- Sorted cheques and batched redemption cheques.
- Served as the primary point of contact for Sunlife Pension accounts, including handling trade confirms and inputting, and reviewed all trades and identified errors during the transition to automation for the process.
- Achieved a high productivity and accuracy level and earned recognition from managers for the delivered work.
Education
Honours Bachelor of Arts Degree - Environmental Management, Professional Writing Minor, Geography Minor, Political Science
University of Toronto
Skills
- Familiar with Microsoft Word and Excel
- Fluent in Portuguese
- Acquired analytical skills for review of business writing
- Studied the theories of rhetoric for scientific and technical writing
- Practiced in expressive, persuasive, technical and journalistic prose
- Possess extensive research skills
- Good Communicator 4
- Team player 4
- Hard worker
- Responsible 4
- Detail oriented 4
- Mutual funds 3
- Multi-task 4
- Analyti 4cal 4
- Judgement 4
- Research 4
- Portuguese 4
- English 4
- Strong writing skills 4
- Mentor 3
- Trainer 4
- Conscience 4
- Time management 4
- Productive 3
- Trustworthy 4
- Open to new learning 3
- Administration
- Process Optimization
- Project Management
- Financial Products
- Stakeholder Relationship Management
- Documentation
- Reporting
- Issue Resolution
- Quality Control
- Leadership
- Problem-solving
- Attention to detail
- Work Planning and Prioritization
- Multitasking Abilities
- Active listening
- Teamwork and collaboration
- Verbal and written communication
- Issue resolution
- Team leadership & development
- Client relationships
- Quality assurance
- Cross-Functional Collaboration
- Time Management
Accomplishments
- Identified and resolved errors and glitches in the BOTS automation.
- Achieved nearly a 100% accuracy rate for transactions posted by the team.
- Ensured on-time resolution of returned cheques.
- Maintained efficient collaboration with all stakeholders while ensuring high productivity.
- Leverage strong organization, analytical, communication, and collaboration skills.
Certification
CSC, Canadian Securities Institute, 2009
Languages
English
Full Professional
Portuguese
Limited Working
Timeline
CONSULTANT
CGI
09.2022 - 12.2023
MUTUAL FUND PROCESSING ASSOCIATE
CI FINANCIAL
01.2000 - 09.2022
Honours Bachelor of Arts Degree - Environmental Management, Professional Writing Minor, Geography Minor, Political Science
University of Toronto