Michelle Angela Tubelleza
North Battleford,SK
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry for 12 years. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction without compromising the company's goals and interests. Specialize in quality, speed, and process optimization. Articulate, keen to details, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Associate - NEW ACCOUNTS
China Bank Savings Inc.
11.2006 - 02.2019
- Performed clearing and accounting functions in absence of the Branch Operations Head
- Alternate personnel in performance of internal control
- Account opening and data encoding using Finacle software
- Managed AMLA covered transactions using Base 60
- AMLA list verification using ICCS
- Encodes, files and documents fiduciary accounts
- Monitors and computes interest earned in a time deposit placement during rollover
- Prepares Manager's check for release of loan, time deposit termination and client's bank withdrawal
- Performs daily balanced worksheet based on transaction entries made
- Prepares month-end reports such as Top Current/Savings/Time depositors of the month
- Scanned KYC (Know your Client) identification documents using brother
- Writes minutes of the meeting during monthly team meetings
2006 - 2019
- Helped over 50 clients every day with positive attitude and focus on customer satisfaction with regard to their banking needs such as account opening, loan and bills payment, bank certification request, time deposit placements and loan application.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered over 20 customer telephone calls everyday promptly to avoid on-hold wait times.
- Offered advice and assistance to customers based on the company's policy; paying attention to special needs
- Maintained customer satisfaction with forward-thinking strategies to mitigate risks yet focused on addressing customer needs and resolving concerns.
- Informed customers about the bank's products and services and current promotions with detailed information onsite
- Responded to customer calls and emails to answer questions about products and services.
- Provided training and support to new associates, on the job student trainees to help provide high-quality customer service.
- Provided product and service recommendations to clients that will best suit their finances.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Kept detailed records of customer interactions, documents and valid identifications for call back and KYC purposes
- Provided customer feedback to supervisor and identified areas of improvement for services.
- Increased at least 10% of branch accounts and targeted amounts by cross-selling products and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
- Participates in the cost -management initiatives to help attain income-generating goals
- Skilled at working independently and collaboratively in a team environment
Administrative Support Assistant
National Housing Authority
10.2005 - 12.2005
- Worked number of hours as an On the Job Student trainee under a department Manager
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Answers 20 telephone calls and takes messages for personnel for call back
Front Desk- On the Job Student Trainee
St. Luke's Wellness Center
09.2005 - 10.2005
- Worked for hours as On the Job Trainee as a requisite in College
- Entertained inquiries and scheduled patients' appointments for executive check-ups
- Answer phone calls and inquiries based on company's policy
- Send out documents to different departments instructed by supervisor
- Worked under thesupervision of management and helped plan and organize daily work tasks.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Education
Bachelor of Arts - Communication
Miriam College Inc
Quezon City, Philippines05.2006
Skills
- Customer Service and Assistance
- Policy and Procedure Adherence
- Guest Satisfaction
- Invoice Preparation and Processing
- Clerical Support
- Account Management
- Process Transactions
- Calm and Professional Under Pressure
- Monetary Transactions
- Account Updating
- Administrative and Office Support
- Document and Records Management
Accomplishments
Qualified to Manulife China Bank Life Assurance Corporation Convention Singapore, March 2018.
Contributed to the increase in sales of deposit products and services (2006- present).
Gained positive audit ratings in AML/KYC area of examination (2006-2018).
Performs clearing and accounting functions in the absence of Branch Operations Head and in the performance of internal control
Civil Service Eligible- Professional Level, passed the exam conducted by the Philippine Civil Service Commission
10 Year Service Awardee- China Bank Savings Inc
Hobbies
I love cooking for my family and friends. I like sweets so I learned and watch videos about how to bake.
I like cleaning my house during free days and go malling, shopping and dining with my family on weekdays.
Timeline
Customer Service Associate - NEW ACCOUNTS
China Bank Savings Inc.
11.2006 - 02.2019
Administrative Support Assistant
National Housing Authority
10.2005 - 12.2005
Front Desk- On the Job Student Trainee
St. Luke's Wellness Center
09.2005 - 10.2005
2006 - 2019
Bachelor of Arts - Communication
Miriam College Inc
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