RIZALINA F. ANCHETA

Contact: +97150-2580483, +97152-9968196

E-Mail: [email protected]
Assignment as Team Leader in Administration / Accounts Management / Operations Management with a reputed organization in Dubai

PROFILE SUMMARY

·         Extensive experience in Branch Operations ~ Customer Service Management ~ Customer Complaints & Escalation Management ~ Compliance Management ~ Business Development ~ Quality Assurance ~ Training & Development

·         Effectuating strategic and operational plans for the branch for drawing a good image

·         Managed branch operations; ensured timely resolution of customer queries/ concerns/complaints and documented the same

·         Experienced in developing profitable & productive business relationships and building an extensive client base

·         Developed & submitted branch reports and records to the Branch Manager

·         Identified staff needs, organized trainings and recommended the same to HR for training of Products and Services as applicable.

·         Ensured smooth branch operations in adherence to AML compliance and UAE Central Bank laws

·         Implemented & monitored OFAC/KYC & AML and ensuring compliance with international standards

·         Honed with decision making, leadership and management skills

WORK EXPERIENCE

Since Jul’12 with Emirates India International Exchange LPC, Dubai, UAE as Administrative Supervisor (Asst. Branch In-Charge)

Role:

·         Assisted Branch Manager for smooth branch operations

·         Managing 2nd level of customer complaints and escalations

·         Supervising more than 10 members, ensuring smooth transitioning of product knowledge and making recommendations for training & improvement procedures.

·         Resolving counter customers, remittances sending and receiving from any part of the world

·         Issuing demand draft, telex / wire and inter-UAE money transfer as per client request

·         Developing business as instructed by Branch Manager

·         Maintaining productivity standards at branch to maintain quality related aspects in terms of TAT and accuracy

·         Reviewing & checking work of CSO’s and Cashiers like reports/records and applications for accuracy, correct errors if any

·         Evaluating CSO and branch performance for corrective actions

·         Facilitating weekly surprise cash verification to ensure adherence to procedures

Highlights:

·         Identified several gaps including complaints and suggestions from clients which resulted in improvement of sales and services

·         Achieved a reduction in operational cost by 75% through a detailed analysis of the daily functions as well as appropriate deployment of labourers as well as strategic moves

·         Recorded zero unsolved customer / supplier related complaints defects, this was mainly achieved through quality standard measures

Jul’03-Jun’12 with Al Rostamani International Exchange, Dubai, UAE

Growth Path:

Senior Cashier Cum Customer Service Representative: Jul’03-May’10

Remittance Executive – (Multi-Task): 1 year and 5 months (Inter-departmental assignment) June’08- Nov’09

Corporate Head Cashier: May’10-Jun’12

Role:

As Corporate Head Cashier

·         Gave best rates to commercial clients for booking maximum deals

·         Received & replied to emails from commercial clients to their currency & funds transfer request

·         Managed phone calls from time to time (rates inquiry, non-receipt, cross selling, providing best rates & other queries pertaining to commercial and retail transactions)

·         Checked & verified person and signatures on logbook transit, group 4 deposits logbook & file, inter-emirates logbook, safe opening & closing logbook and other important files for day to day transactions

·         Supported Commercial Team for rate bargaining from dealers and internal customers (Al Rostamani Exchange branches) through buying & selling to attain the best possible revenue of the branch

·         Facilitated marketing/promotions and gave business leads/ corporate clients to achieve target

·         Provided passwords for cashier’s having transaction for above 50k AED and check payment

·         Updated knowledge in IOC’s as well as products & services for application of all transactions to be done

·         Signed drafts and Inter Emirates Buy as transactions requires A’s signatory

·         Exercised OFAC guidelines and AML policies / procedures for all transactions

·         Facilitated counter–checking and verification of other commercial cashier’s cash & foreign currencies

·         Coordinated cash transit & deliveries to the messenger, gave instructions for cash and check collection & banking

As Senior Cashier Cum Customer Service Representative

·         Provided preferred means of multi-currency funds transfer, foreign currencies (purchase, sale & wholesale export) and traveller’s checks to the clients

·         Sold:

o    Telex transfers, demand drafts & instant transfer and monitored market rates

o    Various currencies to wholesale banking unit department

·         Maintained a standard level of service provided to customer and resolved disputes if any in at least possible time

·         Accepted & posted credit card payments

·         Managed client queries on rates, products and services

As Remittance Executive – (Multi-Task)

·         Identified & minimized risks to which the company is exposed in transmission of funds transfer messages

·         Managed test key messages and tested incoming & outgoing messages

·         Batched & printed telegraphic transfer received from branches

·         Developed / transmissioned / dispatched messages in relation to funds transfer & demand drafts by telex and/or electronic medium after checking completeness of the details provided by the customer

·         Processed telegraphic transfer through SWIFT (MT 103, MT 202 & MT 199), telex and encryption of files send thru email

·         Managed queries from correspondent banks and branches pertaining to related areas

·         Consolidated & dispatched account opening documents of correspondent banks received from branches

·         Followed up pending remittances with branches due to incomplete details

PREVIOUS WORK EXPERIENCE

Jul’97-Jul’03 with Equitable PCIBank, Manila, Philippines

Growth Path:

Data Controller (Acting Department Supervisor): Jul’97-Aug’00

Customer Service Assistant (Senior Teller): Aug’00-Jul’03

Apr’94-Jun’97 with Fairmart Inc., Manila, Philippines as Timekeeper/Payroll Assistant/Office Administrator/MIS

Jun’92-Apr’94 with Ramos Law Office, Manila, Philippines as Legal Secretary/Personal Assistant (PA)/Receptionist

EDUCATION

MBA from University of Santo Tomas with 18 Units: 1995 – 1997

BBA (Marketing) from Polytechnic University of the Philippines: 1994

TRAININGS ATTENDED

·         Workshop on Anti-Money Laundering – April 2007

·         Workshop on Signature Verification and Counterfeit Detection- September 2002

·         Quality Service Program ISO 2002 Awareness and Service is Our Element – 2002

·         Risk Management Workshop  – October 2011

·         Funds Transfer Processing and Error Prevention – December 2011

·         Brainstorming for Sales and Branch Productivity  – January 2013

·         Customer Service Training Program   –  June 2013

·         Anti-Money Laundering – September 2013

·         Supervisory Skills and Leadership – October 2013

·         Time Management – November 2013

PERSONAL DETAILS

Date of Birth                                         June 19, 1972

Address                                                 PO Box 7190 Al Hudaiba Dubai UAE

Languages Known                                Tagalog and English