Joanna Macalino
Surrey
Summary
Dynamic professional with a proven track record at BMO Bank of Montreal, enhancing customer satisfaction and streamlining operations. Expert in Microsoft Excel and adept at critical thinking, I have significantly contributed to audit compliance and customer service excellence. Skilled in both administrative support and managing high-stress situations, I consistently exceed performance objectives.
Overview
19
19
years of professional experience
Work History
Administrative Assistant / Executive Assistant
Haywood Securities Inc.
04.2021 - 05.2023
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
Branch Support Officer (AUDIT)
BMO Bank of Montreal
11.2018 - 04.2021
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Maintained friendly and professional customer interactions.
- Complete administrative work for audit compliance department.
- Conduct Compliance Audits to assess our Financial Advisors and Bank representative with the trust accounting rules and regulations and identify any potential misconduct issues or misuse of the trust account related to the financial matters.
Customer Service Representative
BMO Bank of Montreal
10.2004 - 03.2018
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Business Administration And Management -
Red River College
Winnipeg, MB09-2021
Certified General Accountant (CGA) - Sage Accounting And Quickbooks
Red River College
Winnipeg, MB10-1999
High School Diploma -
Daniel McIntyre Collegiate Institute School
Winnipeg, MB06-1998
Skills
- Customer service
- Data entry
- Computer skills
- Office administration
- Administrative support
- Microsoft Word
- Time management
- Microsoft Excel
- Microsoft outlook
- Computer proficiency
- Customer relations
- Scheduling
- Critical thinking
Languages
English
Full Professional
Timeline
Administrative Assistant / Executive Assistant
Haywood Securities Inc.
04.2021 - 05.2023
Branch Support Officer (AUDIT)
BMO Bank of Montreal
11.2018 - 04.2021
Customer Service Representative
BMO Bank of Montreal
10.2004 - 03.2018
Bachelor of Business Administration And Management -
Red River College
Certified General Accountant (CGA) - Sage Accounting And Quickbooks
Red River College
High School Diploma -
Daniel McIntyre Collegiate Institute School
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