Reginald Penalosa
Ropes Crossing
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Experienced with managing diverse tasks and supporting team initiatives. Utilizes organizational skills and attention to detail to enhance operational efficiency. Track record of effective collaboration and problem-solving in fast-paced settings.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Resolution Associate
UBank
08.2024 - 02.2025
- Managed end-to-end handling of IDR (Internal Dispute Resolution) and EDR (External Dispute Resolution) complaints, ensuring timely and fair outcomes
- Drafted clear, empathetic, and legally compliant written responses to customers, often addressing complex and sensitive issues
- Liaised directly with the Australian Financial Complaints Authority (AFCA) on escalated cases, preparing detailed case files and supporting documentation
- Maintained accurate records of interactions and case developments in the CRM system, ensuring traceability and transparency
- Conducted thorough investigations into customer complaints, analysing transaction history, internal processes, and customer communication
- Applied AML/CTF and KYC procedures to validate identity, mitigate risk, and detect potential fraud or suspicious activity
- Participated in root cause analysis to identify recurring issues and recommended process improvements to enhance the customer experience
- Collaborated with internal stakeholders (product, legal, compliance) to ensure resolution strategies were aligned with regulatory obligations and internal policies
- Prioritised competing case deadlines while maintaining a high standard of service and empathy
- Supported team operations by sharing best practices, coaching new team members, and contributing to knowledge bases
E-Hearing Consultant
Law in Order
01.2015 - 07.2024
- Coordinated logistics for court hearings, including room bookings, client scheduling, and documentation
- Managed electronic filing systems and maintained accurate records of hearing materials and exhibits
- Drafted proposals and service solutions for clients, detailing technical and operational offerings
- Handled procurement of equipment and managed inventory for hearing setups
- Prepared and distributed daily schedules, client instructions, and operational reports
- Provided laptop and IT support to clients, including setup of Windows and Microsoft applications
- Maintained compliance with data security protocols and confidentiality agreements
- Oversaw client onboarding and facilitated user training on courtroom tech platforms
- Supported business operations through regular data entry, billing support, and internal communications
Digit Direct Service
National Australia Bank
07.2013 - 03.2014
- Provided front-line customer support via telephone and online banking channels, assisting with general banking inquiries, account access, and transactions
- Resolved customer concerns and complaints with professionalism and empathy, ensuring positive banking experiences
- Educated customers on NAB’s digital banking services, promoting self-service tools and enhancing digital literacy
- Carried out customer identity verification and performed account maintenance in line with KYC and compliance requirements
- Assisted with personal banking transactions such as balance inquiries, fund transfers, and payments
- Conducted accurate and timely data entry to update customer profiles and document call outcomes
- Identified potential fraud or suspicious activity during customer interactions and escalated appropriately
- Met or exceeded daily call handling and customer satisfaction targets
- Supported internal process improvement by providing feedback on customer pain points and system usability
- Collaborated with peers and team leaders to ensure consistent service delivery and adherence to service level agreements (SLAs)
Education
Event Management -
TAFE NSW
Granville, NSW11.2009
High School Diploma -
Delany College
Granville, NSW10.2008
Skills
- Cloud Computing
- Server Management
- MS Office
- Strategic Planning
- Client engagement
- Time management
- Problem-solving abilities
- Data collection and analysis
- Computer skills
- Customer service
- Multitasking and organisation
- File management
Certification
Baseline Clearance - AGSVA
Activities
- Health and Fitness
- 4WD Adventures
- Basketball
- Computers
Timeline
Customer Resolution Associate
UBank
08.2024 - 02.2025
E-Hearing Consultant
Law in Order
01.2015 - 07.2024
Digit Direct Service
National Australia Bank
07.2013 - 03.2014
High School Diploma -
Delany College
Event Management -
TAFE NSW
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