Rekha Sareen

Rekha Sareen

Financial Associate

Hello,

I have over eight years of comprehensive experience spread across industries like Customer Service, Finance and Banking, Utilities and BPO’s in major MNC's like CGI-CI, Toronto Hydro, American Express, Convergys, Steria and TD Canada Trust.

Decisive, action oriented and result focused professional offering expertise in Professional Customer Service, Finance and Banking, Production and Quality Control, Customer Escalations and Grievances, Quality Assurance.

Skills and Strengths: Digital Literacy, Establishing and Maintaining Interpersonal Relationships, Financial Services, Organization Efficiency, Resolving Conflicts and Negotiating with Others, Transaction Processing, SLA Management, Filing & Documentation

Strong work ethics, soft skills, people management, commitment, communication, leadership skills, creating ideas, setting goals, analyzing, developing rapport, eye for detail.

Administrative and Mathematical Skills, problem-solving and judgement skills, technical Proficiency.

Detailed towards integrity, teamwork, collaboration and excellence. Always demonstrated sound judgement, a self-starter and can work independently with minimal supervision delivering outstanding results. Helped raise the quality scores for the Thames Water Utilities-UK project from Red bracket to the Green, helped company retain the new trainees.

I can speak and understand the following languages:

English, Hindi, and Punjabi.

Thank you for your kind consideration and I look forward to hearing from you.

Sincerely,

Rekha Sareen

CGI-CI Global Asset Management: Financial Processing Administrator/ Financial Associate, November 2022 - April 2023.

• Worked on client held and nominee Mutual fund accounts (Registered and Non-Registered products like RRSP, RESP, TFSA, LIRA, RIF/LIF, Group accounts etc.).
• Efficient and accurate input of investor transactions, client information updates, adjustment entries and reconciliation of client activity on internal systems like new client account set up, address changes, banking information updates, Dealer/advisor updates, DOB updates, addition/deletion of beneficiaries, Estate transfers and a lot more of account maintenance falling under the Nonfinancial requests.
• Receipt and Delivery of funds on investor accounts-individual and corporate, following strict rules and procedures laid by the Government and CI.
• Conversion Trades to facilitate CAD to USD and vice versa.
• EFT, wires, resolution of payment issues with financial institutions, Interfund cash and position transfers.
• Handling Estate accounts.
• Assisted with automation efforts to streamline operations.
• Collaborate with internal business units to ensure exceptional service is delivered efficiently and effectively to resolve any escalated or outstanding requests.
• Manage, respond, and process requests received through Internal -Back-office mailbox(cage) and Salesforce within the set SLA’s.
• Execute broker assisted trades (Equities, Mutual Funds, Bonds, GICs, Options) and buy-ins with accuracy and in accordance to company and industry standards
• Reviewing client and financial institution’s requests in reference to In-kind and In-cash transfers.
• Using in house workflow system and industry wide applications such as Microsoft Office (Word, Excel, Outlook, Teams), Cisco Connect applications, Fundserv, Web applications such as Hyper science, ECISS etc.

Optima Communications: Customer Service Specialist for Toronto Hydro Electric System, January 2022 – June 2022.

Dealing with inbound phone queries, back-end E mail queries, online live chat concerning general to complex billing queries, collections, payment inquiries, payment arrangements while being compliant and taking care of customer privacy to maintain excellent customer support, also identifying, and responding to customers' needs, while protecting the company from any related risks, providing appropriate solutions and advice to new and existing customers.

TD CANADA TRUST Collections Officer and Fraud Analyst, May 2010 - April 2011

Responsible for risk assessment and account receivables for business and personal accounts.

• Informing Customers about the past dues on banking products like credit cards, Line of Credits, Mortgages, Auto Loans etc.
• Helping Customers with payment arrangements/ Payment Plans.

Steria (India) Limited: Back Office Associate, January 2005 - August 2008

Productivity & Quality Control, Succession Planning and Career Progression; Administration. Supporting management with administrative tasks and managing calendars.

• Research and Analysis: Worked on various sensitive political and public issues, thoroughly and quickly, preparing well-written reports and delivering oral briefings within deadlines, demonstrated sound judgement under situations of considerable pressure.
• Editing and Proof Reading --Preparation of expense reports, editing and proof reading. Comparing documents with the standard procedures, grammatical correction, and formatting. Maintaining accuracy and quality.
• Customer Service, Escalations, Evaluations, General Enquiries, Billing Exceptions, Sales Maximization, Quality Assurance and Improvement, receiving and responding to general telephone enquiries. Proven Customer Service skills and experience. Strong interpersonal skills and ability to deal with customer problem resolution. Sttrong interpersonal skills and ability to deal with customer problem resolution and important ethical responsibilities.
• Client Presentations, support and management, Training and Ramp-Up, conference calls with offshore clients.
• Training and Development: Identifying training needs for the new hires and undertaking refresher sessions for the existing batches; evolve innovative training policies; structure training programs and arranging the requisite training aids. Sufficient leadership skills to provide on-the-job training to new or less experienced staff with continued process improvement, target setting, and expansion.

American Express India: Customer Service Associate, March 2004 – October 2004.

• Effectively and accurately handling all incoming calls and responding to US customer inquiries on complex multiple issues or requests.
• Dealing with customer escalations and grievances. Route calls to appropriate areas or staff if needed. Place outbound calls when needed.

Convergys, India: Customer Service Associate, March 2003 – March 2004.

• Handling incoming calls and helping the US customers regarding their bank accounts. Provide occasional back up and perform other related duties as per need.
• Taking care of customer escalations and Sales maximization for the bank.  

Technical Skills : Citrix server, Mainframe applications, Lotus Notes, People Soft, MS Office, Fund Serv, ECISS.

EDUCATION

            B.A (Honours) Economics                              Year 1999- 2002

M.A Economics                                              Year 2002- 2004

SPECIAL TRAININGS ATTENDED

• Leadership Skills enhancement Training.
• Quality control and assurance.

AWARDS & RECOGNITIONS

• Received 100% accreditations several times for Quality assurance.
• Received the Star performer award for achievements in various spheres in the organization for the year 2007.
• Received accreditation for best client support and management.
• Received the top performer award for outstanding customer service.