Raina Thaker
Surrey
Summary
Dedicated customer support representative with extensive experience in administrative roles. Adept at providing timely and accurate support to ensure departmental efficiency. Skilled in communication and organization, with a strong background in office administration and customer assistance. Proven ability to prioritize tasks and work both independently and collaboratively to achieve team goals.
Overview
17
17
years of professional experience
4
4
Languages
Work History
Personal Banking Associate
TD CANADA TRUST BANK
3 2022 - Current
- Provided administrative support to the department, including drafting correspondence, typing documents, and maintaining departmental manuals
- Addressed general inquiries from clients and staff, offering direction and information about banking services and policies
- Assisted in maintaining efficient working areas, coordinating services, and prioritizing tasks for the team
- Managed filing systems, including numeric, alphabetical, and subject filing, and conducted file searches as needed.
Customer Experience Associate
AUSTRALIA POST
03.2018 - 06.2021
- Operated cash drawers and other equipment, processed payments, and managed high-value transactions accurately
- Provided clerical support, including answering telephone calls, managing correspondence, and updating business records
- Built and maintained relationships with customers, promoting products and services through up-selling and cross-selling
- Updated databases with transactional data and verified information changes to ensure accuracy.
Software Engineer/Business Analyst
HSBC Software Development India Private Limited.
Pune, Maharashtra
05.2012 - 07.2015
- Tested web application compatibility and performance to recommend cross-browser compatibility improvements to web development team.
- Documented defects and software problems using HP-QC/ALM.
- Designed and updated test cases to complete consistent manual tests.
- Documented identified defects using defect matrix and helped developers complete further testing and resolve issues.
- Read and interpret client requirements and design specifications to gain full understanding of each software program.
- Collaborated with developers, system installers and technical support representatives in identifying errors to determine appropriate team to consult for resolving issue.
- Reviewed configuration files, logs, and sections of code to complete debugging and locate breakdown sources.
- Checked software programs for usability, functionality, and design issues. Performing requirements analysis.
- Gathering critical information from meetings with various stakeholders and producing useful reports.
- Working closely with clients, technicians, and managerial staff.
- Providing leadership, training, coaching, and guidance to junior staff.
- Allocating resources and maintaining cost efficiency.
- Ensuring solutions meet business needs and requirements.
Customer Service Representative
HSBC Bank
Mumbai, Maharashtra
11.2006 - 05.2012
- Contacted debtors through email, telephone, and mail to begin the collections process.
- Met demands of busy collections group by performing a high volume of daily calls.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with complex individuals.
- Processed payments over the phone and set up recurring drafts.
- Reviewed accounts to determine payment plan compliance.
- Fielded incoming customer phone calls and directed them to the corresponding department or individual for assistance.
- Located debtors by utilizing skip tracking and other strategies.
Education
MBA in Business Administration -
University Canada West
Vancouver, BCDiploma of Project Management in Project Management - Information Technology - undefined
Albright Institute of Business and Language
Melbourne, AustraliaACS Professional Year in Information and Communication Technology - undefined
Performance Education
Melbourne, AustraliaMaster of Information Technology - Enterprise System in Information and Computer Systems - undefined
Federation University - ATMC College
Melbourne, AustraliaBachelor of Commerce in Accounting and Finance - undefined
University of Mumbai - Thakur College Maharashtra
Mumbai, IndiaSkills
Customer Service
Time Management
Multitasking
Computer Proficiency (Microsoft Office Suite, File Management)
Organizational Skills
Communication (Verbal & Written)
Business Writing
Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint
Strong organizational and multitasking abilities
Excellent communication skills, both verbal and written
Ability to establish rapport with clients and colleagues
Timeline
Customer Experience Associate
AUSTRALIA POST
03.2018 - 06.2021
Software Engineer/Business Analyst
HSBC Software Development India Private Limited.
05.2012 - 07.2015
Customer Service Representative
HSBC Bank
11.2006 - 05.2012
MBA in Business Administration -
University Canada West
Diploma of Project Management in Project Management - Information Technology - undefined
Albright Institute of Business and Language
ACS Professional Year in Information and Communication Technology - undefined
Performance Education
Master of Information Technology - Enterprise System in Information and Computer Systems - undefined
Federation University - ATMC College
Bachelor of Commerce in Accounting and Finance - undefined
University of Mumbai - Thakur College Maharashtra
Personal Banking Associate
TD CANADA TRUST BANK
3 2022 - Current