SHIANA JAYANTHARAJ
Summary
Creditor Insurance Specialist with 6+ years in the customer service industry. With a Bachelor of Commerce in Human Resources Management and Finance Minor, my career journey has been marked by roles in diverse sectors. Committed to continuous growth and excellence in all endeavors.
Overview
6
6
years of professional experience
Work History
Creditor Operations Officer
RBC Royal Bank
03.2024 - Current
- Provide day-to-day customer service for service delivery adhering to SLAs, SOPs, and quality standards
- Process member changes and client requests within SLAs
- Support Account Specialists, internal partners, and Suppliers for non-standard requests
- Process On Demand and report-based work daily
- Superior proficiency in Excel and Word
- Strong decision-making, analytical, and problem-solving skills
- Well-developed conflict resolution skills
- Effective communication abilities
- Demonstrated change management and collaboration skills
- Multitasking proficiency
Creditor Insurance Representative
RBC Royal Bank
05.2023 - Current
- Provide insurance advice and solutions to clients based on their needs
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Exhibit a consistent, positive client experience with every conversation and resolve client concerns at the point of first-call, demonstrating the ability to connect through discussion and escalate as necessary
- Complete personalized needs assessments and reviews by leveraging tools, resources, and calculators to demonstrate value and support advice recommendations
- Demonstrate a solid understanding of regulatory risk when writing and updating new business policies
- Ensure clients are charged premiums that correspond with their risks
- Apply critical thinking during client interactions in order to identify and analyze acceptable and unacceptable risks
- Perform front-line underwriting of HomeProtector, LoanProtector, and Homeline Plan policies
- Use procedures effectively and seamlessly during calls
- Assist on Partner and Senior Help Line: Provide expert support, address inquiries, and resolve complex cases promptly
- Provide New Hire Training: Deliver comprehensive onboarding sessions covering essential topics for role success
- Answer Questions Regarding Difficult Cases: Offer expert guidance on challenging scenarios, ensuring effective resolutions
- Offer Ongoing Support: Provide continuous mentorship and support to foster team development and excellence.
Brand Ambassador/BOH
Polo Ralph Lauren
10.2022 - 03.2023
- Monitored stocking areas to adjust volumes and storage requirements driven by production activity
- Analyzed production records and compared data to physical store inventory for accuracy or irregularities
- Streamlined operations, supervising inventory cycle counting processes and providing accounting and reporting oversight
- Maximized sales and visual impact through optimal arrangement of tables, fixtures and mannequins
- Organized and led meetings with advertising, marketing and merchandising specialists to formulate cohesive presentation plans.
Sales/Stock Associate
Tommy Hilfiger
10.2018 - 06.2022
- Mentored new employees on customer service, money handling and organizing strategies to maximize performance, productivity and team success
- Created clientele list with customers and consistently followed up with their needs - Full knowledge of XYZ brand's target audience and personal selling strategies
- Kept track of inventory, whilst ensuring all items were replenished and organized.
Education
Bachelors of Commerce - Human Resources Management
Ryerson University
Toronto, ONSkills
- Dispute mediation
- OMNI/CART
- Pega
- SaP (Sales Platform)
- Excel
- MS Office
- Active Learning
- Adaptability
- Communication
- Detail-Oriented
- Group Problem Solving
- Interpersonal Relationship Management
- Operational Delivery
- Product Services
- Investigations
- Document processing
Activities
- Honor Roll - Issued by Ministry of Education Ontario
- Ontario Scholar Award - Issued by Ministry of Education Ontario
Volunteer Experience
Parkholme Secondary School, Leadership Student for Special Needs Students, 02/01/18 - 06/01/18
Provided a clean, safe, and comfortable environment for the family during shift. Use exemplary time management, Provided nutritious meals/snacks. Assist with homework, provide tutoring services and transport to extracurricular activities.
References
Available upon request
Timeline
Creditor Operations Officer
RBC Royal Bank
03.2024 - Current
Creditor Insurance Representative
RBC Royal Bank
05.2023 - Current
Brand Ambassador/BOH
Polo Ralph Lauren
10.2022 - 03.2023
Sales/Stock Associate
Tommy Hilfiger
10.2018 - 06.2022
Bachelors of Commerce - Human Resources Management
Ryerson University
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