Neha Bagi
Scarborough,ON
Summary
Dynamic and highly motivated individual with a proven track record in the banking and financial industry. Skilled in multitasking, effective communication, and cultivating long-term customer relationships that result in high satisfaction, growth, and enduring loyalty. Consistently surpasses goals while prioritizing exceptional customer relations. Thrives on pushing beyond comfort zones and actively seeks continuous learning opportunities. Results-oriented analyst experienced in managing and analyzing large volumes of information to identify trends that impact business success. Takes a proactive approach to addressing operational, workflow, and production issues to optimize efficiency. Currently seeking career advancement opportunities.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Problem Resolution Analyst
Laurentian Bank of Canada
07.2023 - Current
- Acted as the key representative for internal/external inquiries, invoicing, and information requests, independently filtering and responding on behalf of leadership.
- Delivered presentations and liaised with leaders on administrative initiatives, supporting project management and meeting preparation.
- Ensured timely completion of milestones and high-quality deliverables, administering monthly reporting and supporting project initiation and close-out processes.
- Provided record management and performed ad hoc duties for efficient team administration.
- Assembled agendas, action logs, and documents for Management Systems updates, maintaining effective department processes through close team collaboration.
- Advanced departmental processes and system enhancements for improved efficiency and effectiveness, coordinating activities of support staff, including temporary and student resources.
- Conducted thorough analyses of complex issues, collaborating with cross-functional teams to address root causes and implement preventive measures using data-driven insights.
- Implemented a proactive problem resolution strategy, reducing issue recurrence by 20% and minimizing downtime during critical system outages by 30%.
- Developed and delivered end-user training sessions, reducing common issue frequency by 15%, and provided frontline support for timely technical issue resolution.
- Maintained a detailed log of problems, resolutions, and process improvement recommendations, collaborating with development teams to enhance systems.
Customer Service Officer
Laurentian Bank of Canada
08.2021 - 06.2023
- Proactively engaged with customers, conducted needs assessments, and provided bespoke recommendations for financial solutions, reinforcing loyalty and identifying growth opportunities.
- Provided expert guidance on everyday banking, retail investments, lending solutions, home financing, and digital self-service options to streamline banking procedures.
- Effectively handled customer transactions and inquiries, ensuring accurate data entry and compliance with regulatory requirements and lending policies.
- Adhered to risk management frameworks, safeguarding the bank's assets, and maintaining portfolio quality while providing sound credit recommendations for personal lending transactions.
- Identified suspicious activity related to money laundering, ensuring compliance with legal and regulatory requirements and protecting customer assets and privacy.
- Contributed to a collaborative branch and market team, managing varied tasks, resolving escalations, and enhancing customer satisfaction with innovative, personalized experiences.
- Worked across multiple branches with flexible schedules, maintaining up-to-date knowledge of banking products and the financial services marketplace.
Junior Accountant
Reliable Accounting & Tax Services
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, resolving problems quickly and efficiently through emails and phone calls
- Customize and memorize reports for the clients, payroll services and Performed cash and trade reconciliation by means of identifying, analyzing and correcting transaction
- Created and maintained QuickBooks Online company data
- Understand the account and company setup steps and maintain a general knowledge of the major areas of the QuickBooks Online application
- Develop totally new strategies devises improved means of accomplishing results
- Provided accurate and appropriate information in response to customer inquiries
- Asked probing questions to determine service needs and accurately input information into electronic system
- Fielded client complaints and queries, fast-tracking them for problem resolution.
General Office Clerk
Reliable Accounting & Tax Services
01.2021 - 08.2021
- Record bank transactions as needed and process financial transactions accurately
- Provided excellent service and attention to clients during face-to-face or through phone conversations
- Delivered helpful and kind customer service to clients, maintaining composure in stressful situations to maximize client's satisfaction
- Contacted clients about changes or updates in clients accounts, efficiently communicating potential problems
- Cultivated relationships with public, clients and staff members using interpersonal communication skills
- Answered multi-line telephone system and routed calls across multiple person exchange
- Strengthened financial management processes to bring errors to near zero in reporting, payroll administration and general bookkeeping
- Completed, audited, updated administrative requirements related to application and onboarding process of candidates by maintaining database systems and spreadsheets.
Education
Master's - Commerce, Accounting and Finance
Bundelkhand University
India01.2015
Bachelor's - Commerce, Accounting and Finance
Punjabi University
India01.2013
Skills
- Customer service skills
- Strategic Planning
- Analytical and problem-solving skills
- Communication and interpersonal skills
- Ability to work in a fast-paced environment
- Knowledge of financial products and services
- Time management and organization skills
- Compliance and regulatory knowledge
- Adaptability and flexibility in dealing with different customers and situations
- Ability to build and maintain relationships
- Analytical Thinking
- Team Collaboration and Leadership
- MS Excel
- Documentation And Reporting
- Root Cause Analysis
Websites
Certification
Canadian Securities Course (CSC) - 2021
Accomplishments
- Received Outstanding Performance Recognition from Manager, was added to the 90% plus Quality and First Call Resolution Club
- Significant Improvement in quality Recognition, reaching 99% Performance in Feb 2023.
Timeline
Problem Resolution Analyst
Laurentian Bank of Canada
07.2023 - Current
Customer Service Officer
Laurentian Bank of Canada
08.2021 - 06.2023
General Office Clerk
Reliable Accounting & Tax Services
01.2021 - 08.2021
Junior Accountant
Reliable Accounting & Tax Services
Master's - Commerce, Accounting and Finance
Bundelkhand University
Bachelor's - Commerce, Accounting and Finance
Punjabi University
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