Robin Rounding
Edmonton,AB
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Efficient and precise with commitment to finishing jobs quickly and accurately. Proven to work closely with coworkers for effective data management. Skilled in document digitization, office modernization and data organization for enhanced productivity.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Data Entry Specialist
Scotiabank
02.2023 - 06.2023
- Maintain database by entering new and updated customer and account information
- Prepare source data for computer entry by compiling and sorting information
- Establish entry priorities
- Process customer and account source documents by reviewing data for deficiencies
- Resolve deficiencies using standard procedures or return incomplete documents to the team leader for resolution
- Enter customer and account data by inputting alphabetic and numeric information on a keyboard or optical scanner according to screen format
- Maintain data entry requirements by following data program techniques and procedures
- Verify entered customer and account data by reviewing, correcting, deleting, or re-entering data
- Combine data from both systems when account information is incomplete
- Purge files to eliminate duplication of data
- Test customer and account system changes and upgrade by inputting new data
- Secure information by completing database backups
- Maintain operations by following policies and procedures and reporting needed changes
- Maintain customer confidence and protect operations by keeping information confidential
- Contribute to team effort by accomplishing related results as needed
- Verify documents for the purchase or redemption of investment securities.
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency.
Operation Officer
TD Bank
10.2022 - 02.2023
- Process transactions accurately and on time
- Escalate processing issues where necessary to ensure a high level of service is maintained
- Serve clients as required – adhere to Service Level Agreements (SLA) and internal service delivery standards
- Participate fully as a member of the team, promote team effectiveness, and contribute to a positive work environment
- Support the team by continuously developing knowledge in their area
- Prioritize and manage own workload to meet Service level agreement requirements for service and productivity
- Multi-task with multiple applications
- Follow firm and industry regulations and operating practices in completing and recording transactions for either the firm or clients
- Adapt to fast-paced environment/ under pressure / high volumes
- Escalate non-standard or high-risk transactions or other activities as appropriate
- Ensure documentation prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations
- Complete investigations – report/escalate risk issues identified or process gaps
- Know and apply system capabilities, ensure upload/download of information is completed timely and accurately
- Assist in the analysis, development, testing, and implementation of operating and process improvements
- Make registered account payments to customers via ISM such as RIF, and RSPS.
Data Analyst
Cognizant Technology Solutions
08.2018 - 03.2020
- Input data into computerized databases, spreadsheets or other templates using a keyboard, mouse, optical scanner, speech recognition software, or other data entry tools
- Import and/or export data between different kinds of software
- Verify the accuracy and completeness of data
- Social media content moderation
- Investigate and resolve issues that are reported on social media such as requests for account support and reports of potentially abusive content
- Respond to user inquiries with high quality, speed, empathy, and accuracy
- Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site
- Enforce social media terms of Use by carefully monitoring reports of abuse on the site
- Review the reported content within agreed turnaround times and standards of quality
- Identify inefficiencies in workflows and suggest solutions
- Recognize trends and patterns
- Escalate issues outside the company policy
- Identified, analyzed and interpreted trends or patterns in complex data sets.
Retail Sales Associate
Blinds to go
06.2018 - 07.2018
- Creating a welcoming environment by greeting all customers as they walk through the doors
- Providing excellent customer service by ensuring the customer takes priority and answering any questions they have
- Maximizing sales opportunities to achieve store targets
- Maintaining consistent visual merchandising and housekeeping standards at all times
- Ensuring adherence to operating and security procedures at all times
- Keeping knowledge up-to-date of all collections, product information, promotions, and rewards programs at all times
- Executing opening and closing procedures
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Collections Officer
Gatestone & Co. Inc
05.2018 - 06.2018
- Monitor accounts to identify outstanding debts
- Investigate historical data for each debt or bill
- Find and contact clients to ask about their overdue payments
- Take action to encourage timely debt payments
- Process payments and refunds
- Resolve billing and customer credit issues
- Update account status records and collection efforts
- Report on collection activity and accounts receivable status
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Financial Advisor
Gatestone & Co
08.2017 - 04.2018
- Communicate with customers to resolve issues and collect outstanding balances
- Make/Take a minimum of 50 inbound/outbound calls per day on outstanding/past-due Accounts
- Receivable (AR)
- Identify collections issues and forward them to Resolver Group for dispute resolution
- Present invoice to customer with proper backup documentation
- Maintain operations by following policies and procedures; and reporting needed changes
- Maintain customer confidence and protect operations by keeping information confidential
- Contribute to team effort by accomplishing related results as needed.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
Airline Station Supervisor
Aeromexico
07.2012 - 06.2017
- Oversaw the inside gate or ticketing/check-in operations of all assigned flights during a scheduled work shift
- Supervise daily activities to ensure a safe and efficient operation and prescribed customer service levels are met
- Led a team of 20+ Customer Service Agents to ensure airline customer service standards
- Support the Airport Services Manager in dealing with the Union representing Customer Service Agents
- Support the Airport Services Manager by providing training and development to team members through role modelling, monitoring and on-the-job coaching
- Represent the Airport Services Manager in airport-related activities and committees and develop and maintain good rapport with the Airport Authority, Customs and Immigration officials and other agencies
- Manage and handle irregular operations of varying scales
- Took a lead role in implementing change and ensuring continuous improvement
- Take a leadership role in Emergency and accident preparedness.
- Prepared daily schedules for personnel and equipment to foster smooth functioning of broadcast.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
Customer Service Representative
Aeromexico
01.2011 - 06.2012
- Help customers plan travel time and routes, prepare and issue tickets, assign seats, prepare boarding passes, check baggage, and attend boarding gates
- Assist pre-boarding passengers and provide information on fares flight schedules and routes
- Trace lost delayed or misdirected baggage for customers
- Assist passengers whose baggage is mishandled or damaged
- Complete pre-flight documents regarding passenger and cargo load, catering count, special requests, and other flight information
- Check-in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage
- Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight
- Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors
- Assisting arriving passengers and overseeing the International Arrivals baggage area.
Front Desk Receptionist
Best Western
11.2009 - 02.2010
- Greeting guests upon their arrival and providing a hospitable welcome
- Recording client information in the company’s guest book or internal database and directing them to their designated rooms
- Receiving calls, conducting room reservations, and verifying existing bookings
- Organizing transportation services and making restaurant reservations for guests upon request
- Processing customer payments and presenting them with the bill upon check-out
- Assisting guests who request additional services including catering, wedding bookings, and retreat activities
- Keeping the front desk neat, orderly, and sanitized at all times.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Education
Advanced Diploma - Data Science and Application in Data Science
Metro College of Technology
Toronto, ON08.2022
BBA - Hospitality Business Management
Universidad Del Valle De México
06.2008
Skills
- Strong team player, self-starter, quick learner, hardworking and goal-oriented
- Microsoft Word, Excel, PowerPoint, Outlook, XHTML, VBA, SQL, SAS, R, Python, Tableau
- Creative problem-solver motivated to learn new skills
- Experience in querying and mining transactional and unstructured datasets, programs and web
- Sentiment analytics using SQL, Python, R and SAS to extract insights
- Creative and resourceful in generating new ideas and solving problems
- Skills
- Sabre software (4 years)
- Microsoft Office (10 years)
- Collections (Less than 1 year)
- Excel
- Supervising (6 years)
- Team Management (6 years)
- Translation
- Data Analysis
- SQL (1 year)
- VBA (1 year)
- Microsoft SQL Server (1 year)
- R (1 year)
- Python (1 year)
- Communication skills
- Computer skills
- Organizational skills
- Typing
- Time management
- Tableau (1 year)
- SAS (1 year)
- MySQL
- Data Warehouse
- SAP (1 year)
- Spreadsheet Management
- Efficient Data Entry
- Excel Expertise
- Word Processing
Additional Information
- Willing to relocate: Anywhere
- Certifications and Licenses , Driving License G April 2023 to October 2026 Full G driver license
Timeline
Data Entry Specialist
Scotiabank
02.2023 - 06.2023
Operation Officer
TD Bank
10.2022 - 02.2023
Data Analyst
Cognizant Technology Solutions
08.2018 - 03.2020
Retail Sales Associate
Blinds to go
06.2018 - 07.2018
Collections Officer
Gatestone & Co. Inc
05.2018 - 06.2018
Financial Advisor
Gatestone & Co
08.2017 - 04.2018
Airline Station Supervisor
Aeromexico
07.2012 - 06.2017
Customer Service Representative
Aeromexico
01.2011 - 06.2012
Front Desk Receptionist
Best Western
11.2009 - 02.2010
Advanced Diploma - Data Science and Application in Data Science
Metro College of Technology
BBA - Hospitality Business Management
Universidad Del Valle De México
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