Gilson Rabelo

• Supported operational, sales and client-service activities across multiple internal teams
• Maintained accurate client and operational records to support reporting and service quality
• Managed onboarding documentation and digital files for ongoing account support
• Reviewed communications and operational data to support workflow tracking
• Assisted with projects assigned by multiple department leaders, including process improvement initiatives

Operations Specialist

• Performed quality control reviews of transactions and participant account records
• Supported reporting accuracy, internal controls, and audit readiness
• Tracked account activity, identified discrepancies, and coordinated resolutions with internal teams
• Maintained structured digital archives for operational and reporting documentation

Senior Customer Contact Center Representative

• Served as first point of contact presenting and explaining complex plan information, including tax considerations, plan-specific rules, regulatory requirements, and product options
• Communicated detailed financial concepts clearly to participants across diverse backgrounds
• Assisted participants with documentation, digital systems, and transaction process navigation
• Escalated complex issues and partnered with operations teams to ensure timely resolution

• Served as officer-in-charge as needed, overseeing daily branch operations
• Created reports, supervised tellers, approved overrides, and supported internal controls
• Conducted branch vault audits and ensured operational accuracy
• Partnered with Wealth Management and Sales teams to support client servicing and revenue-generating activities

• Provided financial and operational support to corporate teams and clients via phone, email, and in-person interaction
• Reviewed account activity to identify irregular patterns and supported internal risk and control processes
• Opened and maintained client accounts, supporting growth and service quality objectives
• Educated clients on products, documentation requirements, and transaction processes
• Processed loan and mortgage documentation, ensuring accuracy and timely approvals