Airwin Gile

• Coordinate staffing schedules across U.S.-based healthcare facilities under the
Communicare Group of Companies, ensuring uninterrupted service coverage and
adherence to operational requirements.
• Serve as a primary point of contact for nursing staff, handling high-volume inbound and
outbound communications related to schedules, attendance, and service continuity.
• Execute over 150 daily communications via phone, Teams, Zoom, and Mitel,
demonstrating strong customer service, clarity, and professionalism in every interaction.
• Resolve scheduling conflicts, last-minute absences, and service gaps promptly to meet
service level expectations and operational timelines.
• Maintain accurate master schedules using OnShift, ensuring data accuracy and
minimizing service disruptions.
• Prepare and distribute daily and weekly staffing reports to management, supporting
informed operational decision-making.
• Monitor staffing levels against labor budgets and resident census, ensuring cost control
while maintaining service quality.
• Actively manage overtime and workload distribution to ensure fair scheduling and
employee satisfaction.
• Conduct onboarding and orientation sessions for newly hired staff, ensuring a positive
initial service experience.
• Participate in daily coordination meetings with Executive Directors and operational
leaders to address service issues and implement solutions.
• Apply strong attention to detail and compliance awareness when handling employee
data and operational records.

• Led branch service operations with primary accountability for customer experience,
service efficiency, and compliance with banking policies.
• Acted as the main escalation point for complex customer concerns, complaints, and
service requests, ensuring timely and satisfactory resolution.
• Approved and reviewed loan applications within authorized limits, ensuring accuracy,
policy compliance, and clear customer communication.
• Oversaw end-to-end customer transactions, including account servicing, loan releases,
and after-sales support.
• Ensured completeness and accuracy of customer documentation such as promissory
notes, disclosure statements, and amortization schedules.
• Maintained strict turnaround times for loan processing, achieving same-day to next-day
releases while maintaining service quality.
• Served as co-custodian of cash, ensuring accurate balancing, secure handling, and zero
discrepancies.
• Conducted KYC and AML checks, safeguarding both the institution and customers
through regulatory compliance.
• Utilized Finacle and BOS Loans systems to process transactions, manage accounts, and
support customer inquiries efficiently.
• Supervised and coached service staff to maintain consistent customer service standards.
• Built and maintained long-term customer relationships, contributing to repeat business
and positive customer feedback.
• Coordinated with Relationship Managers and sales teams to ensure seamless service
delivery.
• Ensured clean audit results by adhering to internal controls and SOPs.

• Supported customer acquisition through consultative selling and needs-based product
recommendations.
• Engaged directly with clients to explain banking products, processes, and requirements,
ensuring clarity and trust.
• Managed customer inquiries from initial contact through onboarding and post-sales
support.
• Executed field marketing activities while maintaining strong service etiquette and
professional representation of the bank.
• Coordinated closely with branch operations to ensure smooth customer onboarding and
account servicing.
• Monitored customer feedback and market responses to improve service approaches and
messaging.
• Assisted customers with documentation requirements, ensuring accuracy and
completeness.
• Maintained organized records of leads, applications, and customer interactions.
• Contributed to meeting branch sales and service targets through consistent customer
engagement.
• Prepared reports and presentations using MS Excel and Word to track performance and
customer trends.

• Served as a front-line customer service representative for salary loan products, handling
walk-in and referred clients.
• Explained loan features, requirements, and repayment terms clearly to customers,
ensuring informed decisions.
• Assisted customers throughout the loan application and servicing process, from inquiry
to release.
• Handled customer follow-ups, service requests, and basic issue resolution.
• Coordinated with internal departments to ensure timely processing and release of
customer applications.
• Maintained accurate customer records and documentation in compliance with bank
policies.
• Built relationships with partner institutions, ensuring consistent service standards for
endorsed clients.
• Addressed customer concerns professionally, escalating issues when necessary to ensure
resolution.
• Supported branch targets by combining sales initiatives with strong customer service
practices.
• Prepared basic reports and correspondence using MS Office tools.