MARIA WOOD

• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
• Complied with corporate and regulatory policies regarding information confidentiality and privacy.
• Investigated and researched issues to determine root causes and appropriate resolution methods.
• Met daily customer service quotas with a focus on quality.
• Remained open to feedback from supervisor and peers to build and improve skills set.
• Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
• Handled customer complaints and inquiries in a courteous and efficient manner

• Maintain effective client relationships, ensuring client satisfaction and loyalty
• Managed and organised travel arrangements and services, ensuring a stress-free experience for High Value clientele
• Provided timely and accurate information to customers regarding flight schedules, CAA permissions, aircraft options and variations, weather conditions, flight plans, and airport availabilities and restrictions across the board
• Liaise with stakeholders such as the private dining, operations, flight watch, dispatch, scheduling, crew planning, purchasing, account management, finance, sales VP's, commercial directors, maintenance, crew, ground transport, and handlers to ensure a seamless experience for our clients
• Monitor live flight information
• Work side by side with the tactical team for on the day flights to anticipate any unexpected delays with regards to weather/diversions, aircraft issues, airport traffic/congestion, crew absence, private dining being uploaded on time, CTOT's and any other Ad-Hoc issues
• Assist with delegating workload evenly among peers to ensure that clients are answered in a timely manner.

• Working within cash services for the last year and a half
• Grown and skilled myself in several different areas, including cash processing, ensuring deposits are credited into clients' accounts in a timely manner
• Process special clearing for larger deposits while ensuring all the paperwork is accurate and in line with Bank policies
• Support with evening clearing to ensure that all cheques are accounted for within APS and received from other Banks while scanning these onto the system for the Bank's records
• Support supervisor with supervisor duties such as sending money to Branches and CBM, reconciliations, replenishment, filing, taking care of stationary requirements, and updating excel sheets
• Aided in the training of new recruits, as well as G4S staff
• Given the opportunity in October 2021 to join the Investments team taking care of trades, coupon productions, Investment consolidation, and monitoring of markets to provide our clients with the best possible options for their trades.

• Assisting agents with escalation queries ranging from dissatisfied customers to complaints that need higher review
• Within this role, it is of the highest priority that I am both vigilant with what is required and also empathetic to be able to understand the customers and assist them as thoroughly as possible
• This role within the company also involves 'Floor Walking' to assist our agents immediately and in time-critical situations to help diffuse situations that may have otherwise resulted in a serious complaint.
• Being vigilant with detecting suspicious and irregular activity, making sure to report suspected or identified financial crime to the fraud investigation unit for further investigation. This is where I have used my skills to be able to easily pick up on abnormal behaviour and detect fraudulent documents stopping the attempt of financial crime in it's tracks. In my role as a complaint handler I have had to take over many calls from agents that have a suspicion of fraudulent activity or a potential fraudster on the line, taking over the call to ask more questions and make an informed decision of actions that need to be taken based on the information I have collected.
• KYC checks in order to ascertain if the customers identification and source of funds align with the customers verification documents and transactional activity.
• AML vigilance allowed me to be able to review customers accounts and assess if there are any signs of money laundering and such the checks included:

-Irregular credits/patterns on the account that do not align with the customers expected type and level of activity.

Here I would ask questions on suspicion to evaluate if any of these funds derive from any legal activity.

-Identifying if a customer has a PEP status or associated with anyone with a PEP status.

-Customer Due Diligence checks. This involved obtaining the customer’s information to verify their identity, and in some instances their address, to evaluate whether they are involved in any crime.

• Working within Telepage as a Sales representative
• Assisting customers with phone transactions for various brands
• Assisting with returns of goods and communicating complaints to the respective teams
• Liaising with other departments to ensure the timely dispatch of products and ensuring that all documents and paperwork are in order for smooth shipment.