Camilo Gomez Ossa
Melbourne,VIC
Summary
Dynamic Customer Relations Manager with extensive experience at Banco de Occidente, excelling in CRM systems and financial analysis. Proven track record in enhancing customer satisfaction and optimizing budget management. Adept at decision-making and cost estimation, consistently delivering impactful solutions that drive business success.
Overview
10
10
years of professional experience
Work History
Customer Relations Manager
Banco de Occidente
Melbourne, Victoria
06.2015 - 02.2018
- Evaluated complex financial situations and provided recommendations for resolution.
- Advised customers on best practices related to financial management.
- Developed and maintained strong relationships with clients to ensure customer satisfaction.
- Utilized problem-solving skills to resolve customer inquiries efficiently.
- Created reports detailing customer activity, needs, and challenges.
- Communicated with customers, competitors and suppliers to stay abreast of industry or business trends.
- Provided technical support for existing reports, dashboards or other tools.
- Analyzes historical data to evaluate current projects and develop future estimating models.
- Identifies potential risks associated with proposed projects and recommends strategies for mitigating those risks.
- Maintains accurate records of estimated versus actual costs incurred during projects.
- Coordinates with purchasing staff to ensure timely procurement of materials necessary for successful completion of projects.
- Reviewed material and labor costs to help make build-or-buy decisions.
- Consulted with clients, vendors or architects to make estimates and resolve conflicts.
- Developed and updated cost estimates by documenting relevant information into jobs in internal database.
- Prepares conceptual estimates based upon limited information available at the early stages of a project.
- Works closely with accounting personnel to ensure accuracy in financial reporting related to estimated costs vs. actual costs incurred.
- Compiles data from suppliers to update material pricing databases as needed.
- Attends pre-bid meetings with prospective clients as needed.
- Performs post-project analysis to identify areas where improvements can be made in estimating processes.
- Reviews and analyses plans, specifications, proposals, and other documentation to prepare time, cost, materials, and labor estimates.
- Analyzed customer feedback data to identify areas for improvement in products or services.
- Analyzed data from CRM systems to identify trends in customer service needs.
Budget Assistant
Banco de Occidente
Melbourne, Victoria
12.2013 - 06.2015
- Monitored expenditures throughout the year to ensure compliance with approved budgets.
- Audited accounts payable transactions to verify accuracy of invoice coding information.
- Processed invoices for payment according to organizational guidelines.
- Maintained detailed records of all changes in the organization's budgets or spending plans.
- Assisted with the preparation of annual budgets for multiple departments.
- Created spreadsheets to track expenses, income, and other budgetary items.
- Generated reports as requested for management review purposes.
- Prepared checks or online payments for approved invoices.
- Performed data entry into accounting system software to process payments.
- Reviewed and analyzed contracts to resolve billing issues with vendors and carriers.
Bank Officer
Banco de Occidente
Cali, Valle Del Cauca
06.2012 - 12.2013
- Ensured accurate data entry into the banks' computer system.
- Prepared documents for regulatory compliance audits.
- Provided support for loan applications and processed mortgage paperwork.
- Forecasted trends by organizing data and creating Excel-based financial models.
- Led a team of bank staff, providing training and performance evaluations to enhance service quality.
- Collaborated with marketing team to develop promotional materials and campaigns for banking products.
- Developed and implemented strategies to achieve financial objectives, including loan growth and deposit acquisition.
- Organized staff schedules to ensure adequate coverage during peak hours, optimizing customer service.
- Created financial management mechanisms to minimize financial risk to business.
- Coordinated preparation of external audit materials and external financial reporting.
- Used hedging to mitigate financial risks related to interest rates on company's borrowings.
- Resolved customer inquiries quickly and efficiently while maintaining excellent service standards.
- Developed and implemented strategies to increase customer satisfaction ratings.
- Analyzed products and policies and recommended changes to maximize profitability.
- Processed and approved international and domestic wire transfers, cashed checks and posted deposits and withdrawals.
Banking Assistant
Banco de Occidente
Melbourne, VIC
09.2012 - 06.2013
- Provided guidance to customers regarding online banking features and functions.
- Ensured compliance with banking regulations when processing transactions.
- Prepared reports detailing banking activities such as transaction history, interest income earned.
- Assisted customers with opening new accounts, answering inquiries, and processing transactions.
- Processed loan payments, deposits, transfers, wire funds, and other banking transactions accurately.
- Reconciled account statements on a monthly basis for accuracy.
- Generated monthly reports on outstanding loans for management review.
- Issued debit cards and checks to customers upon request.
- Identified suspicious activity or fraud attempts on customer accounts.
- Supported branch managers in various administrative tasks such as filing paperwork.
- Transmitted orders to supply cash to meet daily needs.
- Received and counted daily inventories of cash, drafts and checks.
- Identified transaction errors when debits and credits did not balance.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Assisted customers by phone and in person by answering banking questions and recommending solutions.
Customer Service Representative
Banco de Occidente
Cali, Valle Del Cauca
06.2011 - 09.2012
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided accurate information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries via phone, email, and chat.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Prevented key account losses by researching discrepancies and correcting problems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Excelled in exceeding daily credit card application goals.
Bank Cashier
Banco de Occidente
Cali, Valle Del Cauca
03.2010 - 06.2011
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Provided assistance to other departments such as Loan Officers or Customer Service Representatives when needed.
- Assisted customers with opening new accounts and completed all required paperwork accurately.
- Processed customer transactions such as deposits, withdrawals, and loan payments accurately and efficiently.
- Prepared daily reports containing detailed information about branch's financial performance for management review.
- Cross-sold bank products such as savings accounts, credit cards, CDs, IRAs. to customers based on their needs.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Assisted customers with basic technical issues related to digital banking platforms.
- Maintained confidentiality of bank records, transactions and customer information.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Balanced cash drawer on a daily basis, maintained accurate records of transactions, and reconciled discrepancies in cash accounts.
- Reported suspicious activities or transactions according to established policies and procedures.
- Performed financial calculations such as interest rate conversions and currency exchanges for customers.
- Directed specific questions to appropriate branch personnel.
- Counted and balanced cashier drawers.
Payment Processor
Banco de Occidente
Cali, Valle Del Cauca
06.2008 - 03.2010
- Maintained accurate records of customer payments using automated systems.
- Prepared bank deposits by verifying that funds are available before posting them.
- Verified customer account information prior to processing payments.
- Performed quality control checks on customer payment records before submitting them for approval or archiving them in the system.
- Ensured adherence to internal procedures when processing payments, such as double-checking invoices for accuracy.
- Performed various accounts receivable functions, handled cash receipts posting, updated cash flow reports and researched chargebacks and write-offs.
- Evaluated open accounts to look for past-due balances and pursue collection strategies.
- Applied cash receipts and performed daily bank deposits.
- Checked postings and documents for correctness, accuracy and proper coding.
Education
Diploma of Business
Inisight Academy
Melbourne, VIC06-2020
Bachelor of Marketing
Universidad Libre
Cali, Colombia06-2013
Skills
- CRM systems and customer relationship management
- Decision-making and business analysis
- Attention to detail
- Cost estimation and budget management
- Financial analysis
Languages
English
Professional
Spanish
Native/ Bilingual
Timeline
Customer Relations Manager
Banco de Occidente
06.2015 - 02.2018
Budget Assistant
Banco de Occidente
12.2013 - 06.2015
Banking Assistant
Banco de Occidente
09.2012 - 06.2013
Bank Officer
Banco de Occidente
06.2012 - 12.2013
Customer Service Representative
Banco de Occidente
06.2011 - 09.2012
Bank Cashier
Banco de Occidente
03.2010 - 06.2011
Payment Processor
Banco de Occidente
06.2008 - 03.2010
Diploma of Business
Inisight Academy
Bachelor of Marketing
Universidad Libre
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