Highly motivated financial crime specialist with a passion for safeguarding the global financial system. Seeking to leverage decade of customer service and banking experience to combat financial crime on an international scale.
Hi, I’m
Soraya Gilles
Brooklyn,NY
Summary
Overview
10
years of professional experience
Work History
Raisin Solutions
Customer Service Associate
03.2023 - Current
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
- Provided training and support to new associates to help provide high-quality customer service.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Solved problems with products and services by providing customers with technical support.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Developed and actualized customer service initiatives to decrease wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
JP Morgan Chase Bank
Relationship Banker
10.2021 - 03.2023
Job overview
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Cultivated strong customer relationships by providing tailored advice and services.
- Analyzed customers' financial information to deliver personalized account guidance.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Implemented strategies to increase customer retention, enabling investment growth.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Adapted products and services to suit customers' changing financial circumstances.
- Continually boosted branch production and revenue by 95% by consistently meeting all monthly and quarterly sales goals.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Provided customers with additional information regarding account services.
- Explained account terms and conditions to customers.
- Monitored accuracy of customer information in system.
TD Bank
Customer Experience Coordinator
08.2019 - 10.2021
Job overview
- Managed operations and maintained exceptional levels of customer service and fraud prevention.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Helped customers understand return policies and processed items.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
ABC News
Sales/Marketing Intern
01.2018 - 04.2018
Job overview
- Assisted in creating written, video and image content for marketing channels.
- Scheduled social media postings to advertise products and generate site traffic.
- Helped with planning and hosting of marketing events.
- Contributed to mock-ups, email campaigns, and social media content.
- Collaborated with team members to help expand marketing channels.
- Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
- Devised data visualization dashboards to make complex data more accessible to stakeholders.
Education
Brooklyn CollegeBrooklyn, NY
BBA from B.B.A. in Marketing
05.2019
University Overview
- Honoree of CHI ALPHA EPSILON NATIONAL HONOR SOCIETY
Skills
- Data analysis
- Account Management
- Problem-solving
- Time Management
- Organization
- Critical Thinking
- Regulatory Compliance
- Customer Support
- Team Collaboration
- Product Knowledge
- Product and Service Solutions
- Investigation Techniques
- Decision Making
- Banking Operations
- Transaction Monitoring
- Financial Analysis
- Fraud Prevention
- Fraud Detection
- AML Compliance
- Cybersecurity Awareness
- Risk Assessment
- Transaction Review
- Financial Crimes
- Investigation Documentation
- Ethical Conduct
License
License
- SIE
- Series 6
- Series 63
- Life & Health Insurance
Timeline
Customer Service Associate
Raisin Solutions
03.2023 - Current
Relationship Banker
JP Morgan Chase Bank
10.2021 - 03.2023
Customer Experience Coordinator
TD Bank
08.2019 - 10.2021
Sales/Marketing Intern
ABC News
01.2018 - 04.2018
Brooklyn College
BBA from B.B.A. in Marketing
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