Vilma Alexandre Mulhanga Chilaule
Caldas da Rainha,Portugal Portugal
Summary
Motivated professional demonstrating strengths in customer engagement and problem-solving. Adapts to diverse client needs through effective communication and personalised service. Eager to contribute to team success and enhance client experiences across financial services.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Personal Banker
Caixa Agricola
Caldas Da Rainha, Portugal
04.2024 - 10.2024
- Developed and maintained strong relationships with clients, offering personalised banking services to enhance customer satisfaction.
- Resolved client queries and complaints efficiently, maintaining high standards of customer service and retaining client loyalty.
- Managed client portfolios, providing tailored financial advice to meet individual needs and objectives.
- Grew and maintained client base to maximise revenue.
- Consulted with clients using preferred channels, maintaining customer satisfaction.
- Advised and implemented appropriate insurance cover for clients.
- Achieved client financial objectives within agreed timescales.
Inbound Call Centre Agent
Randstad- Caixa Geral de Depositos
Lisboa, Portugal
08.2023 - 04.2024
- Delivered outstanding service by actively listening to customer needs and providing tailored solutions.
- Participated in regular training sessions to improve product knowledge and customer service skills.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Processed customer transactions, accurately recording details and providing timely feedback to enhance service quality.
- Support with outbound calls to customers about specific sales and marketing promotional campaigns.
- Collected customer data, processing in line with GDPR guidelines.
- Recorded details from customer communications on CRM.
- Recorded details of callers complaints and inquiries and outlined actions taken.
- Coordinated with team members to ensure seamless service delivery during high-demand periods, minimising wait times.
- Attended to incoming enquiries within target timeframes.
- Wrote and submitted timely reports on performance, targets and customer queries.
- Followed customer service script for uniformity in handling customer issues.
Credit Officer
BCI
Maputo, Mozambique
10.2012 - 07.2023
- Submitted credit and loan applications to underwriters for verification and recommendations.
- Managed a portfolio of loans, monitoring compliance with terms and identifying risk factors.
- Produced detailed financial reports, thoroughly analysing data to seek areas for improved credit management.
- Analysed client records to assess financial viability of lending applications.
- Compiled databases of applicants' credit histories, financial statements and personal details.
- Coordinated with debt recovery agencies to manage delinquent accounts and optimise recovery efforts.
- Established credit risk appetite considerations to minimise loss and achieve business objectives.
- Managed flow of applicants through approval process, completing continuous reviews and corrects to minimise delays.
- Implemented control and process upgrades to enhance operational risk frameworks.
- Led initiatives to introduce more efficient credit assessment tools and techniques, enhancing team productivity.
- Ensured credit scoring and grading processes were fair and compliant whilst maintaining lending security.
- Set and dated aggregate limits to support credit control and achieve underwriting aims.
- Implemented credit policies and procedures to minimise bad debts and improve recovery rates.
Education
Bachelor of Science - Economics
ISGECOF
Maputo01-2022
Higher National Diploma - Economics
Escola Poeta Antonio Aleixo
Portimão, 0801-2010
Skills
- Customer relationship management
- Financial analysis
- Credit risk assessment
- Compliance monitoring
- Loan portfolio management
- Microsoft Excel
- CRM software
- Data analysis
- Financial reporting
- Insurance advisory
- Adaptive problem solving
- Client loyalty enhancement
- Conflict resolution
- Time management
- Team collaboration
- Customer service excellence
- Banking software operation
- Decision making
- Cross-Selling products
- Effective communication
- Multitasking efficiency
- Sensitive issue handling
- Project financing
- Trustworthiness
- Product knowledge
- Relationship-building
- People Management
- Loan approval process
- Written and verbal communication
- Computer literacy
- Risk Management
Languages
English
Intermediate
B1
Portuguese
Advanced
C1
Certification
- Insurance certified
Interests
- Dance
- Read
- Cook
Timeline
Assistant Personal Banker
Caixa Agricola
04.2024 - 10.2024
Inbound Call Centre Agent
Randstad- Caixa Geral de Depositos
08.2023 - 04.2024
Credit Officer
BCI
10.2012 - 07.2023
Bachelor of Science - Economics
ISGECOF
Higher National Diploma - Economics
Escola Poeta Antonio Aleixo