Irena Nela
Southampton
Summary
With over four years of proven experience in Banking as Customer Services Representative and Specialist Banking Business, this professional background is marked by a strong work ethic, in-depth knowledge of banking operations, and a collaborative mindset. The approach for success is combining empathy with efficiency, especially when dealing with demanding customers, promptly addressing their needs, and providing clear guidance throughout the process. Offering also exceptional interpersonal and task prioritisation abilities, along with excellent communication skills and solid judgment, strong analytical skills, organisational skills, and ability to thrive both independently and as a key team member. Currently seeking a new career opportunity in the Mergers and Acquisitions (M&A) sector where to leverage extensive experience, analytical expertise, and dedication. Eager to contribute to a forward-thinking organisation that values skills and rewards hard work. A passion for continuous learning and commitment to professional development drives seeking new opportunities to expand skill set and contribute to team success.
Moreover, being bilingual fluency in English and Albanian enables to effectively interact with a variety of customers, contributing to a broader reach for the organisation.
Overview
5
5
years of professional experience
1
1
Certification
Work history
Customer Service Representative
HSBC UK
Southampton
2022.05 - 2022.12
- Supported customers with daily banking, including cash and card transactions and cheque handling.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Managed and balanced the till and took responsibility for cash management and control.
- Updated customer records and processed accurate information.
- Guided, supported customers during the process of using self-service devices and alternative digital banking platforms
- By being pro-active provided solutions to customers to meet their requirements.
- Flexible approached to working, being on the counter and not only; fulfilled general enquiries, walked the queue to support the branch as part of a team.
- Listened actively to offer accurate information and best solution to their needs.
- Adhered strictly to policies and procedures for continued company compliance.
- Processed high-value payments with meticulous accuracy.
Asst/Specialist Banking Business(Retail)
BKT-Banka Kombetare Tregetare Sh.a
Tirana
2019.11 - 2022.02
- Managed loan applications commencing with initial submission, conducting a comprehensive review and analysis of financial statements and related information to establish borrower's creditworthiness and risk.
- Evaluated client credit check outcomes to provide complete financial advice.
- Met with customers to assess current and projected financial positions.
- Oversaw client loan and finance contracts, managed loans portfolios.
- Calculated fees due, interest and change for customer transactions.
- Assisted customers with setting up or closing accounts.
- Provided high level of customer service through friendly approach, strong professionalism, and timely assistance with customer transactions.
- Conveyed terms and conditions to applicants to inform about loan rates, repayment requirements and potential actions in case of default.
- Prompted customers with overdue payments to avoid penalties. Followed up with customers to build long-lasting relationships and boost business opportunities.
- Documented client applications for personal, business and mortgage loans.
Main Teller-Kashari Branch
BKT-Banka Kombetare Tregetare Sh.a
Tirana, Albania
2017.09 - 2019.10
- Consistently met service quality targets by maintaining in-depth knowledge of bank products, services, and best practices
- Maximized customer satisfaction, educating customers on options for managing financial transactions by leveraging technology, tools, and resources
- Explained bank services, financial products, and applicable fees to customers.
- Oversaw all transactional services, including bank deposits, monetary withdrawals, financial transfers, MoneyGram and UPT money transfer, handling an average of £150,000 daily
- Balanced cash drawers, achieving zero shortages or overages
- Recommended bank products and services to current and prospective customers
- Reconciled cash drawer and resolved discrepancies.
Education
Master of Science - International Banking and Financial Studies
University of Southampton, Southampton Business School
Southampton 09/2023 - 09/2024
Master of Science - Finance
University of Tirana, Faculty of Economics
Tirana, Albania 10/2014 - 06/2016
Bachelor of Science - Finance
University of Tirana, Faculty of Economics
Tirana, Albania 10/2011 - 06/2014
Level 6 Diploma in Applied Finance - Global Markets
AmplifyMe
United Kindom 06/2024 - 06/2024
Skills
- Word
- Excel
- Oracle
- Stata
- EViews
- PowerPoint
- Cash handling
- Customer Service
- Data Entry
- Complaint resolution
- Outstanding customer service
- Analytical
- Cash and card processing
- Written and verbal communication skills
Certification
- 08/2024, MSc International Banking and Financial Studies, University of Southampton, Southampton Business School, Southampton/UK, 72- Expected
- 06/2016, Master of Science-Finance, University of Tirana, Faculty of Economics, Tirana/Albania, 9 out of 10
- Bachelor-Finance, University of Tirana, Faculty of Economics, Tirana/Albania
- 06/2024, Summer Analyst Training Programme 2024- AmplifyMe, AmplifyMe
- 01/2024 - 03/2024, UBC GLOBAL MASTERS CHALLENGE 2024- Round 1, Learning Dynamics/The Simulation Space
Languages
Albanian
English
Custom
- Able to work individually or in a group.
- Able to quickly adapt to new circumstances and situations.
- Ability to work under pressure.
- Very good communication skills.
- Highly motivated and positive thinking.
Affiliations
- swimming
- Exercise
- Volleyball
Personal Information
- Date of birth: 11/13/1992
- Gender: Female
- Nationality: Albanian/Bulgarian
Accomplishments
During my first year in banking, I exceeded my sales targets by effectively promoting and selling the bank's products. My outstanding performance led to my recognition as the Best Employee across all branches in my city. As a result of this achievement, I received a promotion, reflecting my commitment and success in the role.
Timeline
Customer Service Representative
HSBC UK
2022.05 - 2022.12
Asst/Specialist Banking Business(Retail)
BKT-Banka Kombetare Tregetare Sh.a
2019.11 - 2022.02
Main Teller-Kashari Branch
BKT-Banka Kombetare Tregetare Sh.a
2017.09 - 2019.10
Master of Science - International Banking and Financial Studies
University of Southampton, Southampton Business School
09/2023 - 09/2024
Master of Science - Finance
University of Tirana, Faculty of Economics
10/2014 - 06/2016
Bachelor of Science - Finance
University of Tirana, Faculty of Economics
10/2011 - 06/2014
Level 6 Diploma in Applied Finance - Global Markets
AmplifyMe
06/2024 - 06/2024