Summary
Overview
Work History
Education
Skills
References
Qualifications
Timeline
Generic

Sheila Santiago

Fort St. John,BC

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

16
16
years of professional experience

Work History

Rental Specialist

Action Property Management
05.2024 - Current
  • Provided comprehensive support throughout the rental process, preparing agreement, addressing client concerns and resolving issues promptly.
  • Enhanced customer satisfaction by providing personalized rental assistance and recommendations.
  • Resolved customer disputes to maintain positive relationships and increase customer base.
  • Handled maintenance and repair requests to keep properties in good condition and maintain renter satisfaction.
  • Kept up-to-date rental records and customer information in company systems to track client interests and preferences.

Client Service Representative

Canadian Imperial Bank of Canada (CIBC)
12.2023 - Current
  • Client engagement - Help clients manage their accounts and products. Focus on the client experience and make interactions meaningful. Connect clients to the right CIBC team members who can help them reach their goals.
  • Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to create a better solution together.
  • Leveraging technology - Share your knowledge by introducing clients to our mobile banking applications, helping them to better manage their banking needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate record-keeping with proactive attention to client information updates.


Customer Service Representative

Canadian Tire
11.2022 - 06.2024
  • Greet customers with a warm and friendly demeanor
  • Process customer purchases accurately and efficiently using the POS system
  • Handle cash transactions, including giving change and issuing receipts
  • Assist customers with product inquiries and provide recommendations
  • Conduct product demonstrations to showcase features and benefits
  • Maintain a clean and organized checkout area - Restock merchandise as needed
  • Assist with inventory management and stock replenishment
  • Answer phone calls and respond to customer inquiries in a professional manner
  • Ensure customer satisfaction by addressing any concerns or issues

Front Desk

Ramada Northern Grand Hotel
11.2022 - 02.2023
  • Greet and welcome all guests approaching the Front Desk in accordance with Wyndham
    standards
  • Answer guest inquires about hotel services, facilities and hours of operation in a timely manner
  • Follow all cash handling and credit policies
  • Balance and prepare individual paperwork for closing of shift according to hotel standards
  • Maintain and market promotions and guest programs
  • Review Front Office log and Trace File daily

Customer On-boarding and Implementation

First Abu Dhabi Bank
04.2015 - 06.2022
  • Manage KYC and Onboarding process for New to Bank Client Onboarding Process along with Periodic & Trigger Reviews in liaison with all stake holders.
  • Ensure all clients are onboarded within the onboarding timelines agreed. Main stakeholders are Clients, Relationship Managers, Implementation Team, KYC Operations Team, Compliance, Offshore Support Team.
  • Verify account opening forms / Swift messages (Banks) have been completed adequately and have been verified
  • Conduct Name screening, due diligence and Adverse Media matches on all associated parties to the entity
  • To promote appropriate checks and controls within the team to ensure files are processed correctly.
  • Adherence to TATs and SLAs.
  • Ensure adherence to all internal policies / procedures and external regulatory requirements at all times

Administrative Assistant/Receptionist

Ali & Sons LLC
10.2013 - 04.2015
  • Greet and welcome visitors in a professional and friendly manner, ensuring they feel comfortable and attended to.
  • Manage the reception area, ensuring it is clean, organized, and presentable at all times.
  • Schedule and coordinate appointments and meetings, ensuring all parties are informed and prepared.
  • Handle incoming and outgoing mail, packages, and deliveries, distributing them to the appropriate recipients.
  • Maintain office supplies inventory, anticipating needs and placing orders as necessary.
  • Assist in the preparation of documents, reports, presentations, and other materials as requested.
  • Coordinate travel arrangements and accommodations for staff members, ensuring timely and cost-effective arrangements.
  • Provide administrative support to various departments, including data entry, filing, and record keeping.
  • Uphold confidentiality and discretion in handling sensitive information and documents.

Sales and Marketing Executive

Rockmann PTE LTD.
03.2011 - 06.2013
  • Engages in superior customer service by making information readily available
  • Demonstrates products and services as deemed necessary by clients and
    management
  • Schedules appointments and meetings as necessary
  • Answers questions from clients
  • Researches client base to find new types of customers and sells to them
    accordingly
  • Creates a plan for gaining customers and then retaining them based on
    warranties or guarantees
  • Makes product appeal to the target market

Customer Service Assistant Level 4

Banco de Oro, Universal Bank (BDO)
05.2008 - 03.2011
  • Responsible for providing accurate, efficient and timely processing of over-the-counter transactions pertaining to deposits, withdrawals, payments, foreign currencies and other miscellaneous transactions

Education

Northern Lights College -

Northern Lights College
Fort St John, BC
04.2024

Bachelor of Science in Commerce - Banking and Finance

Centro Escolar University
01.2007

Skills

  • Continuous Learning and Development
  • Organizational and Planning Skills
  • Self-Motivation and Initiative
  • Professionalism and Ethics

References

Available upon request

Qualifications

Maintaining, coordinating, and integrating calendar schedules; booking and managing meetings; conference calls and event logistics, Managing correspondence to ensure all items are prioritized and dealt with in a timely manner; maintaining files and providing back up materials prior to all meetings including the retrieval of materials and preparation of agendas; and prioritizing, managing, and communicating deadlines/action items, Strong organizational and time management skills with the ability to prioritize, manage multiple demands, and adapt easily to shifting and/or conflicting deadlines, Self-starter who is proactive in identifying, proposing, and implementing solutions using sound judgment and decision making skills, Highly proficient with current business software including: MS Office applications (Word/Excel/Outlook/PowerPoint), Team oriented: Enhance relationships by collaborating with the team and providing administrative support to ensure client needs are met, Received all Important documents from outside sources through fax, external courier and others and ensure that all will be received by the right person, Organize files, transmittals and log books, Following up on outstanding action items; preparing/drafting reports, correspondence, meeting agendas, and presentation material for delivery; and logistical help as needed, With 10+ Years of experience in Retail and Banking Industry, A high level of communication in both written and interpersonal skills, including the ability to build rapport and connections with customers, Top-shelf of customer service skills which guarantee that clients receive consistent treatment, possess exceptional communication abilities and client focus, Data Entry: Client onboarding, Motivated and reliable, dependable and works fast in any assigned task, Shows initiative in sharing information, reporting/escalating fraudulent actions, odd events, problems/deficits/trends to the Client Service head, among other things, Follows through on risk and compliance processes and policies to ensure safeguard of customers’ assets, maintain their privacy, and act in their best interest, Knowledge in Know Your Client (KYC), Anti-Money Laundering/Anti-Terrorist Financing (AML/ATF), Foreign Account Tax Compliance Act (FATCA), ECRM, SharePoint

Timeline

Rental Specialist

Action Property Management
05.2024 - Current

Client Service Representative

Canadian Imperial Bank of Canada (CIBC)
12.2023 - Current

Customer Service Representative

Canadian Tire
11.2022 - 06.2024

Front Desk

Ramada Northern Grand Hotel
11.2022 - 02.2023

Customer On-boarding and Implementation

First Abu Dhabi Bank
04.2015 - 06.2022

Administrative Assistant/Receptionist

Ali & Sons LLC
10.2013 - 04.2015

Sales and Marketing Executive

Rockmann PTE LTD.
03.2011 - 06.2013

Customer Service Assistant Level 4

Banco de Oro, Universal Bank (BDO)
05.2008 - 03.2011

Bachelor of Science in Commerce - Banking and Finance

Centro Escolar University

Northern Lights College -

Northern Lights College

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Sheila Santiago