Shantel Ropero

Planned and executed client requirements with internal and external partners to oversee superior customer service aligned to clients’ strategic goals. Resolved client issues through ticket analysis, coordinated with IT and Asset Management teams, and identified and mitigated project risks while recommending prioritization and supporting HLE/SOW and test planning.

Managed end-to-end daily administration including contribution processing, investment fund changes, benefit payments, and member disclosures. Produced standard and customized client reporting (including Annual Information Returns) and responded to external auditor inquiries while supporting relationships with plan administrators, brokers, advisors, and members.

Handled program administrator inquiries via phone and Salesforce, updating stakeholders on request progress and resolving complaints and issues. Managed multiple case types, identified trends to support recommendations, assisted with global campaign launches, customized campaign setups, and supported onboarding and training.

Advised customers on personal banking and credit card strategies, maximizing sales opportunities through cross-selling. Identified suspicious activity, adhered to AML and regulatory reporting requirements, and supported consumer-provision and Privacy Act compliance using BMO systems.

Provided specialized inbound and outbound sales and service for credit products including loans, lines of credit, mortgages, and credit protection. Met and exceeded site objectives, resolved customer concerns with accountability, referred opportunities to appropriate business units, and passed compliance for 9 months straight.

Managed accounts payable/receivable, journal entries, and bank reconciliations, and prepared periodic and special financial reports. Supported business growth planning for ongoing projects, assisted with fiscal-year close activities, and coordinated with property management and service providers while handling office and visitor needs.

Managed hotel relationships by providing customer service support, verifying guest information, and answering system/reservation questions. Resolved complaints professionally (including overbooking and amenity issues), guided hotels in optimizing Booking systems, liaised across departments for issue resolution, and ensured timely follow-up based on guest feedback.

Completed coursework in Payment Technology Fundamentals through Corporate Finance Institute (CFI).

Completed coursework in AI-Enhanced Financial Analysis through Corporate Finance Institute (CFI).

Completed coursework in Introduction to AI in Finance through Corporate Finance Institute (CFI).

Completed coursework in Introduction to FinTech through Corporate Finance Institute (CFI).

Earned an Ontario Secondary School Diploma from Trafalgar Castle School.