Kathleen Fagundes
Oshawa,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related financial options. Effectively drives revenue with skilled promotional and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Winners
08.2020 - 03.2021
- Assisted customers with finding suitable products, leading to higher sales revenue.
- Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
- Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
Customer Service Representative
Brasil Remittance Money Transfer Inc
05.2018 - 01.2020
- Sells and receives cash for/from another staff member and records correctly and enters into the Point of Sale system.
- Reduced response times by effectively managing a high volume of inbound calls and emails from clients seeking financial assistance or information.
- Register new customers and open new accounts.
- Collaborated with colleagues to develop new strategies for optimizing customer service solutions in the finance sector.
- Supported fraud prevention efforts by monitoring accounts for suspicious activity and following established protocols if discrepancies were identified.
Personal Banking Advisor
Bradesco Bank
04.2012 - 01.2016
- Promoted digital banking options to clients, simplifying their account management experience while reducing branch traffic.
- Achieved sales targets by consistently meeting or exceeding assigned quotas for new accounts and referrals.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Enhanced customer retention by proactively addressing concerns and resolving issues in a timely manner.
Customer Service Representative
Bradesco Bank
11.2010 - 04.2012
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Conducted regular financial reviews with clients to identify their needs and recommend appropriate banking products.
- Supported the achievement of sales targets by actively promoting special promotions and incentives.
- Handled sensitive customer information with utmost confidentiality, adhering to strict privacy guidelines.
Education
Ontario College Diploma - Office Administration Executive
Seneca College
08.2021
Bachelor's - Marketing And Advertising
Paulista University
01.2012
Skills
- Proficiency in Microsoft Office applications and Social Media platforms
- Keyboarding speed of 50 words per minute
- Over 12 years of customer service experience
- Portuguese and English Language
- Established 7 years of experience receiving and processing banking transactions
- Excellent organization and time management
- Active Listening
- Call center experience
- Money handling abilities
- Administrative Support
- Product Sales
- Sales strategizing
Languages
Portuguese
English
Timeline
Customer Service Representative
Winners
08.2020 - 03.2021
Customer Service Representative
Brasil Remittance Money Transfer Inc
05.2018 - 01.2020
Personal Banking Advisor
Bradesco Bank
04.2012 - 01.2016
Customer Service Representative
Bradesco Bank
11.2010 - 04.2012
Ontario College Diploma - Office Administration Executive
Seneca College
Bachelor's - Marketing And Advertising
Paulista University
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