Janine Rodrigo

• Directed initiatives to improve work environment, company culture or overall business strategy.
• Developed systems and procedures to improve operational quality and team efficiency.
• Developed and maintained relationships with external vendors and suppliers.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Assisted in recruiting, hiring and training of team members.
• Trained new employees on proper protocols and customer service standards.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Interacted well with customers to build connections and nurture relationships.
• Trained and guided team members to maintain high productivity and performance metrics.

• Proven ability to develop and implement creative solutions to complex problems.
• Excellent communication skills, both verbal and written.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Managed time efficiently in order to complete all tasks within deadlines.
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Identified issues, analyzed information and provided solutions to problems.
• Proven ability to learn quickly and adapt to new situations.
• Paid attention to detail while completing assignments.

• Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
• Serving high end customers delivering a world class experience
• Offering alternative solutions to meet customer expectations
• Solving complex customer queries, complaints and managing them efficiently
• Identifying customers’ unspoken needs and cross selling suited banking product
• Educating customers on Personal banking products/ services
• Identifying potential customers and taking steps to convert them to proposition customer category
• Identifying potential customers and cross selling financial/investment products
• Best Premier Customer Service Representative for 2010.
• Consulted decision-makers to gather information and, resolve audit-related problems.
• Developed strategic recommendations for improving processes and reviewed suitability of internal control designs.
• Completed audits in accordance with regulations and procedures.
• Identified various risks and errors to propose corrective action to decision makers.

Beginning the carrier at HSBC in 2005 at Inbound Call Centre, following tasks were undertaken by me as a Customer Service Representative:

• Advised customers of products and services and assisted bankers in delivering superior customer service.
• Maintained friendly and professional customer interactions.
• Established rapport with new clients to increase satisfaction and loyalty.
• Cross-sold credit cards, loans and other bank products.
• Educated customers on online banking and mobile banking applications.
• Managed customer service inquiries and pinpointed and implemented proper path to resolution.
• Partnered with high net worth customers and private bankers to answer complex questions and solve operational issues while delivering superior customer service.