Sarah AKSIL
Luxembourg
Summary
Dedicated and resourceful professional with extensive expertise in client relationship management and a proven ability to build and maintain a strong customer pipeline. Known for a proactive, hands-on approach to task execution and a collaborative team spirit. Highly skilled in administrative oversight, with exceptional organizational and communication abilities. A forward-thinking planner and effective problem-solver, consistently delivering results in dynamic and challenging environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Relationship Manager
Indosuez Wealth Management
06.2024 - Current
- Managed client relationships and communications, ensuring timely and effective responses to client requests while maintaining a strong focus on delivering high-quality and personalized service.
- Oversaw the monitoring and management of client accounts and banking operations within internal systems, ensuring accurary and compliance with company standards
- Actively contributed to account opening processes, credit file reviews ans remediation actions to address discrepancies or improce service efficiency.
- Led onboarding processes for new clients, ensuring a smooth integration into system and full adherence to compliance standards.
- Conducted thorough KYC reviews to ensure compliance with regulatory requirements and client policy, including verifying customer identity and conducting client screening.
Client Services Associate - Fixed-term Contract
J.P. Morgan
05.2022 - 11.2022
- Onboarding existing clients onto new web portal, including creating, suspending, and revoking access.
- Managed user access requests
- Acting as primary point of contact for users through email and phone, with specific focus on providing support for password resets and troubleshooting
- Developed and implemented comprehensive procedure guide, elucidating step-by-step instructions on navigating and utilizing web portal effectively.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Established positive relationships with clients by going extra mile to build rapport.
- Registered and updated accurate customer information on database.
Production Assurance Senior Agent
Royal Bank of Canada
08.2019 - 02.2021
- Processed transactions and orders within set deadlines and in accordance with Transfer Agency checklist and procedures: subscriptions, redemptions, transfers, and switches.
- Executed accurate transactions in accordance with internal standards and industry best practices.
- Maintenance of high quality operating standards, procedures and quality controls.
- Perform daily check to ensure that all transactions are recorded in due time
- Monitor team mailboxes and ensure continuity of operations.
- Addressed client requests within agreed timeframes to ensure satisfaction.
- Established and maintained excellent relationships with clients and investors
Supervisor - TA Operations
Royal Bank of Canada
03.2017 - 08.2019
- Provided guidance, coaching and motivation to boost team morale.
- Oversaw day-to-day activities of team, ensuring tasks were completed to high standard.
- Conducted daily meetings to analyze issues, evaluate solutions and select best decisions.
- Supervise team email accounts to guarantee uninterrupted operations
- Identified operational problems and proposed solutions to management, improving service efficiency.
- Built customer retention and satisfaction by delivering top-quality service.
- Maintained documents and records to align with internal policies and external regulations.
Customer Support Officer
Royal Bank of Canada
03.2009 - 03.2017
- Played a crucial role as a key team member, ensuring the successful implementation of the new web portal within the customer services.
- Delivered exceptional level of service to each customer by listening to concerns and answering inquiries about: Opening Registered Account, AML/KYC documents, transaction orders.......
- Assisted clients on web portal experiencing difficulties, such as issues with password resets and blocked accounts
- Creating IT tickets to resolve user issues and system errors
- Managed high-volume customer queries simultaneously through effective multitasking, over 50 customer calls per day.
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Helped colleagues with handling complex queries, decreasing turnaround times.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Guarantee appropriate escalation to management when necessary or deemed suitable, in order to proactively mitigate potential risks to business
Billing Officer
Royal Bank of Canada
06.2006 - 03.2009
- Managing billing processes for clients from start to finish.
- Preparing invoices in accordance with applicable standard SLAs
- Ensuring exactitude of financial information before issuing invoices.
- Collaborating with other departments to gather and compile data.
- Generated and sent invoices to clients for payment.
- Maintained KYC information from customer background checks to meet legal requirements.
Education
No Degree - Accounting And Management
Ecole Henri Wallon
Valenciennes (North Of France)01-2003
High School Diploma -
Lycée De L'Escaut
Valenciennes 01-2000
Skills
- Client relationship building
- Operations management
- Excellent communication
- Relationship building
- Service support
- Complaint handling
- Positive attitude
Certification
MIFID II
Languages
French
Native or Bilingual
English
Full Professional
Spanish
Limited Working
HOBBIES
- Freelance make up artist and hairstylist with experience in high-profile events such as Fashion Week, Cannes film Festival, beauty competitions...
- Passionate about baking, specializing in Trompe-l'oeil cakes, macarons and layered cakes
Timeline
Relationship Manager
Indosuez Wealth Management
06.2024 - Current
Client Services Associate - Fixed-term Contract
J.P. Morgan
05.2022 - 11.2022
Production Assurance Senior Agent
Royal Bank of Canada
08.2019 - 02.2021
Supervisor - TA Operations
Royal Bank of Canada
03.2017 - 08.2019
Customer Support Officer
Royal Bank of Canada
03.2009 - 03.2017
Billing Officer
Royal Bank of Canada
06.2006 - 03.2009
No Degree - Accounting And Management
Ecole Henri Wallon
High School Diploma -
Lycée De L'Escaut
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