CECILIA OLIVEIRA DE FREITAS GOMES
MONTVERDE,Florida
Summary
With nearly 20 years of experience in the banking industry in Brazil have developed a deep understanding of financial services and leadership, particularly focusing on customer service and debt collection.
Overview
21
21
years of professional experience
Work History
Headquarter Consultant
Caixa Economica Federal Bank
03.2021 - 12.2021
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Analyzed problematic areas to provide recommendations and solutions.
- Used probing techniques to determine debtors' reasons for delinquency.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Developed and documented collection procedures and policies to comply with government regulations.
National Manager
Caixa Economica Federal Bank
04.2019 - 03.2021
- Complied with policies and quality standards to maintain consistency in quality of services.
- Provided strong leadership to enhance team productivity and morale.
- Developed proposals and presentations for internal and external audiences.
- Implemented and developed operational standards, policies and procedures.
- Supervised staff of collectors, monitoring phone calls and letters.
- Worked with legal resources and recovery teams to manage default issues.
- Took ownership of customer issues and followed problems through to resolution.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
Executive Manager
Caixa Economica Federal Bank
03.2017 - 04.2019
- Built and deepened relationships with internal and external personnel to enhance client retention and growth plans.
- Improved business profits through innovative cost containment and revenue generation techniques.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Communicated with customers and vendors positively with particular attention to problem resolution.
Headquarter Consultant
Caixa Economica Federal Bank
05.2011 - 03.2017
- Coordinated with various divisions and departments in servicing of routine banking transactions.
- Reviewed demand deposit profitability analysis and outlined strategies to bring unprofitable accounts back to profitable status.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Collaborated with other departments to confirm compliance with banking procedures and regulations.
- Developed and implemented strategies to reduce risk and increase profitability.
Banking Assistant
Caixa Economica Federal Bank
08.2005 - 05.2011
- Advised customers of products and services and assisted bankers in delivering superior customer service.
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Managed customer service inquiries and pinpointed and implemented proper path to resolution.
- Gathered due diligence information for loan document preparation, ordered title work appraisals and secured collateral data from lender.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Processed applications for new accounts.
Team Leader
BRB - Banco De Brasilia
04.2002 - 11.2003
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed customer service inquiries and pinpointed and implemented proper path to resolution.
- Verified customer identity and reviewed documentation for accuracy.
- Responded to customer inquiries regarding new accounts and account services.
Bank Clerk
BRB - Banco De Brasilia
04.2001 - 04.2002
- Maintained accurate records of customer transactions in line with bank procedures.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Education
MBA - PUBLIC ADMINISTRATION
UNIVERSIDADE GAMA FILHO
BRAZIL12.2011
Bachelor of Science - NUTRITION
UNIVERSIDADE DE BRASILIA
BRASILIA, DF - BRAZIL07.2005
High School Diploma -
COLEGIO MARISTA DE BRASILIA
BRASILIA, DF - BRAZIL12.1998
Skills
- Problem solving
- Debt Collection
- Customer Service
- Process Optimization
Languages
English
Professional Working
Timeline
Headquarter Consultant
Caixa Economica Federal Bank
03.2021 - 12.2021
National Manager
Caixa Economica Federal Bank
04.2019 - 03.2021
Executive Manager
Caixa Economica Federal Bank
03.2017 - 04.2019
Headquarter Consultant
Caixa Economica Federal Bank
05.2011 - 03.2017
Banking Assistant
Caixa Economica Federal Bank
08.2005 - 05.2011
Team Leader
BRB - Banco De Brasilia
04.2002 - 11.2003
Bank Clerk
BRB - Banco De Brasilia
04.2001 - 04.2002
MBA - PUBLIC ADMINISTRATION
UNIVERSIDADE GAMA FILHO
Bachelor of Science - NUTRITION
UNIVERSIDADE DE BRASILIA
High School Diploma -
COLEGIO MARISTA DE BRASILIA
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