Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayla Crockett

Aurora

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
12
years of professional experience

Work History

Operations Agent- Trailblazers

Royal Bank Of Canada, RBC
08.2023 - Current
  • Joined the trailblazers August of 2023 when the department was fist created to prepare for the migration.
  • Supported the transition of the HSBC merger with RBC. Taking on urgent business needs to insure client satisfaction.
  • Learned many new process in a short period of time that has allowed me to expand my skillsets and adaptability.
  • Since my secondment last year to now i have learned and processed Bill Payment Rejects, business Loan Maintenance, BCRMS RTAM- setup support staff, HSBC Inflight ATM and POS disputes, Adding POA, Adding Trustee, Adding Penny loss.


Subject Matter Expert Records and Distribution

Royal Bank (RBC)
01.2023 - 07.2023
  • Worked a 6 month Secondment with the Records and distributions team as a SME
  • Trained a large group of 50 agents for 6 weeks on a variety of processes
  • Preformed quality checks on work to ensure accuracy
  • Assisted in creating training materials eg
  • PPL's, job aids and Quizzes
  • Supported trainees with any of their questions
  • Proven ability to learn quickly and adapt to new situations
  • Responsible for reviewing and coding documents to be uploaded on our systems for all to review
  • Attention to detail and accuracy are key as direct client impact
  • Managed time efficiently in order to complete all tasks within deadlines
  • Systems used: KTA, Synergy, Sales Platform, Application Launch pad.

Operations Agent (Records and Distribution)

Royal Bank (RBC)
05.2019 - 12.2022
  • Responsible for processing disputes related to personal and business credit cards (Visa and MasterCard)
  • Verifying documentation using various systems to enter data related to the dispute process and cycle
  • Process moderately complex client transactions, ensure documents are examined for completeness and accuracy, enter data from documents into prescribed computer database and ensure that the world wide operating regulations put in place by Visa and MasterCard are followed
  • Worked in high volume environment and environment where good communication skills (verbal and written) are needed
  • Systems Used: Excel & Word, TS2, VROL (visa resolve online), PDF, IRIS.

Operations Agent (Chargebacks Disputes Team)

Royal Bank (RBC)
10.2018 - 05.2019

Operations Agent (ON CART COE BDA INVESTIGATIONS)

Royal Bank (RBC)
07.2018 - 10.2018
  • Responsible for deposit maintenance, learned and worked over 5 process
  • Cross trained with 3 Excel & Office Word CARDs team
  • Learned and worked 3 processes with them gaining knowledge in new systems such as CCSA
  • Systems used: SRF, SRF-C, DDA, IRIS, BCRMS, CCSA, Service Platform

Operations Agent (MISG)

Royal Bank (RBC)
09.2012 - 07.2018
  • Responsible for resolving a variety of personal loan and mortgage maintenance eg
  • Implementing payment amount, amortization, payment date etc
  • Ensuring time sensitive CART requests are promptly dealt with in a timely manner to avoid client impact
  • Systems used: CART, OLBB, OLMS, Sales platform, service platform, Authorized credit (AC).

Education

Fashion Arts Program -

Seneca College
Toronto, ON

Dr. G.W. Williams High School
Aurora, ON

Skills

  • Quick learner
  • Multi tasker
  • Proficient accurate worker
  • Enjoys a fast pace environment
  • Always up for a challenge
  • Operational Efficiency

Timeline

Operations Agent- Trailblazers

Royal Bank Of Canada, RBC
08.2023 - Current

Subject Matter Expert Records and Distribution

Royal Bank (RBC)
01.2023 - 07.2023

Operations Agent (Records and Distribution)

Royal Bank (RBC)
05.2019 - 12.2022

Operations Agent (Chargebacks Disputes Team)

Royal Bank (RBC)
10.2018 - 05.2019

Operations Agent (ON CART COE BDA INVESTIGATIONS)

Royal Bank (RBC)
07.2018 - 10.2018

Operations Agent (MISG)

Royal Bank (RBC)
09.2012 - 07.2018

Fashion Arts Program -

Seneca College

Dr. G.W. Williams High School

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Kayla Crockett