Kharina Zane Garcia
Guelph,ON
Summary
Results-driven and detail-oriented banking professional with comprehensive knowledge and experience as a Customer Service Representative, Service Officer/ Assistant Manager of the bank, and an Executive Assistant/Virtual Assistant. Proficient in all aspects of bank management and operations. Well-qualified and results-oriented with successful experience in positions of increasing responsibilities and duties. Skilled in educating customers on banking products. Team player with excellent communication skills. Dedicated to effective and innovative techniques to ensure the branch's success.
Overview
11
11
years of professional experience
Work History
CUSTOMER CARE TEAM MEMBER
Harte Hanks
11.2021 - 04.2023
- Troubleshooting technical issues
- Diagnosing and repairing faults
- Resolving network issues
- Answering customer queries through live chats
- Assisting customers in real-time
- Speaking to customers to quickly solve their problem
- Provides timely and accurate solutions to resolve customer problems
- Managing multiple cases and chats at one time
- Following up with customers to ensure the problem is resolved
- Managed over 50 calls per day
EXECUTIVE ASSISTANT/Virtual Administrative Assistant
Freelance
08.2021 - 04.2023
- Handled scheduling for the executive's calendar and prepared meeting agendas and materials.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Maintaining comprehensive and accurate records
- Handling and keeping patient data safe and confidential, HIPAA compliance
- Electronic Medical Records- Athena Health Certificate Manage the practice calendar by scheduling appointments in advance and sending appointment reminders to patients with an upcoming visit
- Clearing out emails to patient online appointment requests and dealing with queries that are admin-related, such as payments, facilitating referrals, or document transcripts, medical records, prescription refills, laboratory results, immigration physical
- Keeping patient records up to date
- Insurance processing and recording
- Providing administrative assistance, such as writing and editing emails, drafting memos, and preparing communications on the executive's behalf
- Provide customer service as the first point of contact
- Attending and scheduling meetings
- Doing research tasks, Generate leads
- Handling phone all calls in a polite and professional manner
- Clearing out daily incoming faxes
SERVICE OFFICER-ASSISTANT MANAGER LEVEL
Maybank
09.2013 - 07.2021
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with clients to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements, and provided detailed job training.
- Trained and mentored new customer service team members to ensure a high level of customer service
- Effectively led and managed a team of tellers, ensuring operational excellence and delivering exceptional customer service
- Adept at developing and implementing efficient teller procedures, optimizing cash management processes, and maintaining a secure banking environment
- Managed customer complaints in a professional and courteous manner, ensuring a high level of customer service
- Maintained a high level of customer service and satisfaction by responding to inquiries and complaints in a timely and professional manner
- Deepen the relationship with clients by providing excellent and world-class customer service, and account management through cross-selling/lobby sales that would eventually translate to increased business volume
- Perform continuous relationship-building activities/initiatives
- Efficient delivery of bank products and services by effectively managing branch operations, lobby management, and ensuring compliance with policies and procedures
- Ensure that a high level of customer service is provided
- Ensure compliance with procedures control matters, and compliance with regulatory requirements/guidelines
- Handles loans, mortgages, investments, time deposits, credit cards, and account openings
- Completes all paperwork/forms and updates all systems accurately and in a timely manner
- Coordinated with other departments to maintain a streamlined and productive workflow.
- Implemented strategies to increase customer service satisfaction ratings.
CUSTOMER RELATIONSHIP MANAGEMENT/Financial Services Representative
SPI Global CRM
07.2012 - 02.2013
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Utilized a CRM system to track customer interactions and manage customer data, resulting in improved customer relationship management
- Address/handle customer queries and complaints
- Responsible for the efficient delivery of the company's products and services through effective management of Customer Service, and premises standards and ensuring compliance with policies and procedures
- Manage customer issues on billing, sales, products, and services
- Process clients' reversals and disputes on their accounts
- Managed over 50 customer calls per day
Education
BBA - Major in Management
Silliman University
Dumaguete City, Negros Oriental, Philippines03.2012
Skills
- Till counting, cheque processing, foreign currency processing, Cash management
- Customer Service
- Customer Support Specialist
- Branch Management
- Good leadership skills, management skills, and managerial skills
- Reliable, trustworthy, and responsible
- Professional with a positive attitude to work
- Banking Professional, Financial Services
- Relationship Building
- Industry skills, technical knowledge, and computer skills
- Strong Interpersonal and Effective Communication Skills
- Dynamic professional, outgoing, and open to new challenges
- Proficient documentation and administrative skills
- Flexible to work effectively in different situations, highly motivated and adaptable
- Good attention to detail
Additional Information
Languages:
- English
- Filipino
- Cebuano
Timeline
CUSTOMER CARE TEAM MEMBER
Harte Hanks
11.2021 - 04.2023
EXECUTIVE ASSISTANT/Virtual Administrative Assistant
Freelance
08.2021 - 04.2023
SERVICE OFFICER-ASSISTANT MANAGER LEVEL
Maybank
09.2013 - 07.2021
CUSTOMER RELATIONSHIP MANAGEMENT/Financial Services Representative
SPI Global CRM
07.2012 - 02.2013
BBA - Major in Management
Silliman University
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