You are on page 1of 4

Richmond, 13th January 2010



Vancouver, Canada

Re Client Service Officer/Customer Service/Receptionist/Relationship Officer

Dear Sir/Madam,

It comes to my thought that my 15+ years working experience in banking industry, almost all in
Marketing department/selling products, can be a good match to fill the opening. I used to deal
with clients, especially Loan customers, make reports and analyze Financial Statements in Loan
approval process. I also have experiences dealing with Funding customers & Credit card
customers in the banking industry. Just recently in October 2009, I completed CSC course and
now I am taking CPH course.

Now I am working in CIBC, National Collection Unit Monday to Saturday, 30 hours/week on

contract basis. My tasks now are making call to follow up customers who have Past Due & Over
limit credit for credit card & retail banking products. Previously I worked in UBC as a store
supervisor & at CIBC Call Center credit card Activation division in CIBC, Canada. In call center,
my task was dealing with customers who wanted to activate their cards. My task in UBC was
maintaining the day-to-day operation of the store including handling cash transactions.

My educational backgrounds are Accounting & MIS and I have been working in banking industry
as a Relationship Manager in many departments: Trade Finance, Marketing for Loan (Corporate,
Commercial and Car/Housing Loan) and Funding (Deposit, Mutual Fund, Derivatives products).

I landed in Canada in June 2008 from Indonesia and my last recent job was in DBS bank,
Indonesia, a publicly-listed and the biggest bank in Singapore. Knowing Singaporean way of
business, I am used to work in a fast-paced environment, high quality of work/reporting, complex
workload, multi tasking and tight deadlines. I am enthusiastic, self motivated, hardworking and
have ‘can do spirit’ in all aspects.

I hope that my qualifications are an ideal match for any of those positions and I would be glad if I
can meet you and have an interview.

Thank you

Sincerely yours.,

Wahjuni Djuana (wawa)

5295 Woodwards Road
Richmond, BC V7E 1G9
Cell ph. 604 5519398
Home ph. 778 2977815
Note: during office hours (M-F 3pm-8pm and Saturday 8am-1pm) I can’t answer calls, so please
send an email.

5295 Woodwards Road, Richmond BC V7E 1G9,

Ph.1 604 5519398 (C), 1 778 2977815 (H)
e-mail :,

Dynamic, agile, self motivated, customer service oriented with 15+years marketing background.
Very dedicated, focus on every task given, good capacity in doing multi-task job, administrative
job, business and financial analysis and preparing business presentation.
Outstanding interpersonal, communication and negotiation skills.


Call Center- National Collection unit-CIBC, Vancouver Canada

(Temporary job), August 2009- present
Duties & responsibilities:
• Validate information from customers & inform them about their past due/over limit amount
of Credit Card and Retail Banking Loan products.
• Follow up customers’ Promise to Pay
• Provide simple counseling to customers to maintain their accounts up to date
UBC – Store supervisor, Vancouver Canada
(Full time) January 2009-August 2009
Duties & responsibilities:
• Maintain the day to day operation, inventory and cash level of the store include cash
handling & cash balancing

Call Center- Activation Division-CIBC, Vancouver Canada

(Temporary job), August 2008 – December 2008
Duties & responsibilities:
• Validate information from customers & activate their credit cards.
• Reinforce customers to activate & open new cards

Team Leader, Liabilities Team

DBS Bank, Indonesia, 9th April 2007 – 20th June 2008

Duties & responsibilities:

• Oversee all sales & marketing functions including new product rollouts, branches
monitoring, maintain customers relationship satisfaction
• Increase number of products per customer by cross selling
• Analyze Business & Financial Performance for Loan application
• Responsible for KYC & compliance for new accounts
• Organize meetings, prepare presentation material (Powerpoints, Excel) & arrange weekly
conference call
• Designed and implemented customer call-center support for corporate customers
Branch Manager
ABN Amro Bank, 30th June 2005 – 23rd March 2007
(Now ABN Amro Indonesia is Royal Bank of Scotland in 2009)

As a Branch Manager, I had 11 permanent staffs & was responsible for both Marketing &
Operational in the Branch with main task to get revenue and maintained sound KYC for new

Duties & Responsibilities:

• Handle marketing activities to sell Wealth Management, onshore, offshore and other
investment products
• Handle branch operational and maintain good compliance on the KYC
• Responsible for P&L actual against budget

Head of Marketing Division specialized in Commercial & Consumer Loans

Bank Multicor-Jakarta, 2nd February 2003-June 2005

Bank Multicor is a private bank that formerly owned by Royal Bank of Scotland and was
established in 1974.

Duties & Responsibilities:

• Handle all loan initiations from client visit until signing and settle problem loans.
• Arrange Consumer Loan products (Car Loan and Housing Loan) to end users
• Arrange Staff Loan/Consumer Loan with reputable public listed companies
• Arrange MOU between bank and Developer, Real Estate owner and Car Dealers
Head of Commercial Loan & Marketing
Bank Danpac, Tbk-Jakarta, 14th February 2000-12th August 2002

Bank Danpac is a private local bank, a publicly-listed company, established in 1996

Duties & Responsibilities:

• Handle all loan initiations, monitored loan performances and settled problem loans
• Handle & monitor third party’s liabilities
• Revise Loan Product Policy

Team Leader, Consumer Banking

PT Bank Bali, Tbk-Jakarta, November 1989-Februari 2000

Bank Bali is a private local bank, a publicly-listed company, established in 1960s

Duties & Responsibilities:

• Handle branches in West Jakarta area
• Initiate marketing gatherings among customers and employees to enhance customers
• Arrange customers gathering for selling banking products (Remittance, Travellers’
Cheque, Bank Notes, Bancassurance)
Team Leader, Loan and Marketing Commercial banking
PT Bank Bali, Tbk, Jakarta, July 1993-December 1998

Duties & Responsibilities:

• Handle loan initiations, monitored loan performances and settled problem loans
• Handle West Jakarta area, South Jakarta area, outskirt Jakarta and Head Office
• Provide monitoring & assistance to team leaders and Relationship Managers especially
in problem solving, handling customers’ complaints and negotiation with the customers.

Assistant Manager, Trade Finance Section Head

PT Bank Bali, Tbk, Jakarta, January 1990-July 1993

Duties & Responsibilities:

• Handle both Export-Import department as a section head
• Advise Letter of Credit, negotiated export documents and settled import tax
• Provide good service to customers by visit and arranged Trade Finance customers

Officer Development Program (ODP)

PT Bank Bali, Tbk, Jakarta, October 1989-December 1990
• Attended 4 months class and on the job training programs

Top 5 among 29 class participants


CSC- completed in October 2009

CPH – in progress

Master of Management Information System, 2005

Bina Nusantara University, Jakarta Indonesia

Bachelor of Accountant, 1989

Tarumanagara University, Jakarta

Professional Development Courses:

How to Manage Problem Loan Training
Financial Ratios & Analyzing Business Performance
Foreign Exchange & Derivative Products Training
Managing Customers’ Expectations
Selling Skills
Negotiation Skills
Communication Skills
Trade Finance UCP500
Monitoring Business Performance
Leadership and Key Performance Indicator
7 Habits Training
Presentation Skills Training