Tania Fanchin
Summary
Efficient billing professional with 15 years of experience. Productive and diligent with passion for resolving discrepancies through attention to detail and creative problem-solving. Passionate about perpetuating company values through impeccable work ethic and drive. Proven track record of building customer relationships. Committed to delivering exceptional customer service and exceeding sales goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative Private Banking
MCB Ltd
01.2019 - Current
- Assisted customers with varying questions using product knowledge and service expertise.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Provided support to customers, meeting demands of fast-paced environments.
- Responded promptly to enquiries from external clients and internal customers via emails.
- Processed high-value payments with meticulous accuracy.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assist PBs and RMs by conducting regular meetings to seize business opportunities and sustain business growth in view of managing the profitability of the portfolio.
- Regularly build network of key contacts in view of having referrals for sales opportunities.
Customer Service Representative Retail Banking
MCB Ltd
04.2014 - 01.2019
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Achieved and consistently exceeded sales target through products and services
- Educated customers on promotions to enhance sales
- Provided primary customer support to internal and external customers in fast-paced environment
- Greeted customers and helped with product questions, selections, and purchases including in-store and e-service transactions
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Maintain properly customers' file, as per Know Your Customer (KYC) set guidelines, for easy contact and to abide by set procedures.
Teller/ Back Office Officer
MCB Ltd
12.2008 - 03.2014
- Executed customer transactions, including deposits, withdrawals, money orders and checks
- Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions
- Identified sales opportunities and referred customers to branch partners in financial services
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Promoted products or services to each customer to consistently achieve sales.
- Trained new tellers in institutional processes and procedures, mentoring through learning period and answering questions.
Data Entry Operator/ Supervisor
Batch Image and Processing Indian Ocean
11.2006 - 08.2008
- Verified documents and associated records to catch and resolve discrepancies.
- Compiled and analyzed data using Microsoft Excel and Access.
- Directed clients to personnel to address concerns, resolve complaints, or answer account-related questions.
- Assembled and mailed informational packets, reports and publications.
- Created and implemented processes to manage large marketing campaigns.
- Executed on-time, under-budget projects by solving complex issues for senior leadership.
Guest Relations Executive
Constance Belle Mare Plage 5star Hotel
07.2005 - 09.2006
- Improved and increased efficiency of future service by collecting and inputting relevant guest data onto booking system.
- Facilitated effective communication between reception and Rooms division department to maintain seamless hotel service from arrival to departure.
- Expertly handled customers' objections, complaints and comments, ensuring feedback was promptly actioned prior to guests' departure.
- Maintained brand advocacy by ensuring all guest requests were promptly catered to, inspiring team members to go the extra mile to deliver outstanding customer service.
Golf Course Assistant
Constance Belle Mare Plage Golf Course
02.2005 - 06.2005
- Handled clerical and cashier work inside clubhouse to assist players.
- Ensured golfer satisfaction by providing excellent customer service and promptly addressing concerns or inquiries.
- Aided in the development of effective marketing strategies to attract new members and increase club revenue.
- Facilitated smooth tournament organization through coordinating tee times, scorecards, and leaderboard updates.
- Promoted a positive work culture among team members through clear communication, teamwork, and mutual respect.
- Supported efficient event planning efforts for tournaments, fundraisers, or other special events held at the facility.
- Greeted golf course guests and shared information on course conditions, rules and gameplay.
- Partnered with golf shop, cart staff and ranger to maintain smooth golf games.
- Assisted customers in entering and exiting rides, providing balance support and general directions.
Education
BBA - Business Administration And Management Honors
MANCOSA Honoris United Universities
05.2022
Skills
- Analyzing
- Customer loyalty building
- Quick learner
- Excellent oral and written skills
- Planning and Organizing
- Strategic sales knowledge
- Conflict Resolution
- Delivering Results and Meeting Customer Expectations
Timeline
Customer Service Representative Private Banking
MCB Ltd
01.2019 - Current
Customer Service Representative Retail Banking
MCB Ltd
04.2014 - 01.2019
Teller/ Back Office Officer
MCB Ltd
12.2008 - 03.2014
Data Entry Operator/ Supervisor
Batch Image and Processing Indian Ocean
11.2006 - 08.2008
Guest Relations Executive
Constance Belle Mare Plage 5star Hotel
07.2005 - 09.2006
Golf Course Assistant
Constance Belle Mare Plage Golf Course
02.2005 - 06.2005
BBA - Business Administration And Management Honors
MANCOSA Honoris United Universities
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