Heverton Oliveira
Montreal,QC
Summary
I am a customer oriented professional with bachelor's degree in airline management and experience in the aviation and financial fields.
Overview
12
12
years of professional experience
Work History
Mortgage Servicing Specialist
CIBC
07.2024 - Current
- Provide exemplary customer service during all interactions with borrowers, legal representatives, CIBC representatives and potential clients within the mortgage ecosystem.
- Amortization and payments changes; tax component calculation
- Pre-qualification of potential clients
- Answer mortgage inquiries
Credit Card Specialist
CIBC
08.2022 - 07.2024
- Answer credit card inquiries to clients and CIBC representatives
- Offer the best credit card based on the client's profile
- Product changes and credit limit increase.
- Follow guidelines, policies and procedures to avoid losses and customer dissatisfaction
Currency Exchange Analyst
Travelex Bank
12.2017 - 12.2018
- Compliance analysis of international bank remittances in a basic level
- Anti-Money Laundering and Terrorist Financing knowledge
- KYC
- Sales and negotiation of products/services in foreign currencies
- Ability to persuade by adding value to the product sold
- Sales strategies
- Financial market
Flight Attendant
Avianca Brasil
07.2016 - 07.2017
- Customer safety and service
- Operational reports
- Leadership
Customer Service Representative
Azul Brazilian Airlines
04.2013 - 07.2016
- Customer satisfaction
- Conflict management
- Complaints investigation
- Relationship building
- Upselling and cross-selling
Education
Bachelor of Aviation -
Universidade Anhembi Morumbi
06.2015
Skills
- Excellent customer service and communication skills
- CRM - Microsoft Dynamics
- Conflict resolution skills
- Customer satisfaction
- Complaints investigation and resolution
- Microsoft Office
- Multitasking
- Compliances and policies procedures
- Upsell and cross-sell opportunities
- Currency exchange knowledge
LANGUAGES
French
Native or Bilingual
English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Mortgage Servicing Specialist
CIBC
07.2024 - Current
Credit Card Specialist
CIBC
08.2022 - 07.2024
Currency Exchange Analyst
Travelex Bank
12.2017 - 12.2018
Flight Attendant
Avianca Brasil
07.2016 - 07.2017
Customer Service Representative
Azul Brazilian Airlines
04.2013 - 07.2016
Bachelor of Aviation -
Universidade Anhembi Morumbi
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