Izabella Rodrigues
Summary
As a Mortgage Administrator Quality Assurance QA at Bank of Ireland, I excel in delivering high-quality support and solutions across a range of banking products and services. With over three years of experience in the banking industry, I have honed my skills in quality assurance, customer relationship management, communication, negotiation, and administration.
My passion for building relationships, cultivating partnerships, and driving business growth is evident in my work. I am committed to continuous learning and embracing new challenges to enhance my professional growth.
Overview
6
6
years of professional experience
Work History
Quality Assurance Administrator
Bank Of Ireland
10.2022 - Current
- Reviewed mortgage documents for accuracy and compliance.
- Ensured adherence to internal policies and regulations.
- Identified and suggested process improvements.
- Worked with advisors and underwriters to resolve discrepancies.
- Provide quality assurance support and guidance.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked with cross-functional teams to achieve goals.
Pensions Administrator
New Ireland Assurance - Bank Of Ireland
Dublin
04.2022 - 10.2022
- Meeting all deadlines and disclosure requirements on all documentation issued.
- Dealing with inquiries from client companies and scheme members.
- Managed to work on different projects, including information printing, pension adjustment orders, and responding to other queries from members and clients.
- Communicated with customers regularly on account updates, benefits, and pension payments via email and phone.
- Demonstrated excellent time management skills, coordinating my own workload to consistently meet and exceed statutory, departmental, and team targets.
Costumer Service Advisor
Bank of Ireland
Dublin
07.2022 - 01.2023
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Project Stone - KBC Transition Team, Credit Cards, Deposits, Business, and Personal.
- Digital Activation Customer, verification process questions, setup/reset of Bank 365 app PINs, troubleshooting app bugs.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Managed up to 40 customer inquiries per day in a fast-paced center.
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve a timely first-time resolution.
Customer Service Advisor
AIB
Dublin
11.2021 - 06.2022
- Resolving technical issues and troubleshooting problems
- Handling customer complaints
- Aiding customers in reviewing bank charges
- Helping customer who have fallen victims to phishing, theft and identity fraud
- Advising and serving customer
- Assisting customer with replacing lost or stolen cards
- Respond accurately and efficiently to callers
Secretary Assistant
Peter Mark
Naas
11.2018 - 12.2018
- Washed client's hairs
- Responsible for receiving incoming phone calls
- Serving client with beverages
- Cleaned and organised the shop to standard
- Unboxed new goods that came in.
- Managed day-to-day office admin duties, from customer relations to clerical tasks.
Education
QQI Level 6 Certificate - Customer Service course -
Piper's Hill College
Naas, KildareCurrent
Piper's Hill College
Naas, Kildare2020
Skills
- Quality control tests
- Quality assurance experience
- Relationship building
- Attention to detail
- Presentations
Languages
- Bilingual - English & Portuguese
Interests
Art & Sketching - Passionate about visual illustration, creative design.
Timeline
Quality Assurance Administrator
Bank Of Ireland
10.2022 - Current
Costumer Service Advisor
Bank of Ireland
07.2022 - 01.2023
Pensions Administrator
New Ireland Assurance - Bank Of Ireland
04.2022 - 10.2022
Customer Service Advisor
AIB
11.2021 - 06.2022
Secretary Assistant
Peter Mark
11.2018 - 12.2018
QQI Level 6 Certificate - Customer Service course -
Piper's Hill College
Piper's Hill College
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