Customer Service Sales

SONJA KOKAL

*** ****** *****

Toronto, Ontario

M6C 3V5

Residence: 416-***-**** ******@*********.**

CAREER OBJECTIVE

A satisfaction oriented customer service professional. Over 15 years of hands-on experience

with call centers and personal client contact. Also trained and supervised staff for the financial

services industry.

EMPLOYMENT HISTORY

CE Network 2013

CE Credit Sales (Contract)

• Contacted financial services advisors licensed under MFDA, IIROC and Life

insurance industries to provide continuing Education Credits as required by licensing

authorities.

BMO Investment Centre 2008 to 2009

Investment Specialist (Contact)

• Responded to client investment inquiries regarding product information, account

trades and account history

• Explained product lines to clients

• Taught clients to use of BMO online tools and information sites

• Recipient of the Dalbar ‘Best in Industry Call’ award

• Referred clients to planners in their nearby branches for ongoing personal assistance

International Financial Data Services

Account Administrator, Offshore Mutual Funds (Contract) 2005 to 2006

• Responded to Sales Representatives (Asia and Africa) investment inquiries, account

trades and history

• Entered orders

• Explained new compliance requirements with new Transfer Agent

• Responsible for account maintenance with direct contact to transfer agents in

Luxembourg

Research House

• Market researcher 2003 – 2004

George Brown College

Completed Instructing Adults Certificate 2003 to

2004

Instructor 2005

• Advanced Financial Planning and Ethics. Centre for Financial Services Education –

Financial Planning Stream; Advanced Financial Planning and Ethics Course.

Seneca College

Instructor - Compliance Administration – Financial Product Knowledge. 2001 to

2002

• The Financial Product Knowledge course

Financial Planners Standards Council

• Drafted questions for Professional Proficiency Examination.

2000

Education Survey for Province of Ontario

• Marker of examinations – Contract 2000

Investment Funds Institute of Canada

Contributor / creator (One of five) of Branch Manager’s Course

1999

FIRST MARATHON SECURITIES LTD. 1997 - 1998

(Marathon Mutual Funds) Administrator

• Responsible for the administration of the Fund's back office operations

ALTAMIRA INVESTMENT SERVICES INC. 1990 - 1997

• Customer Service Representative 1990-1997

• Advised investors by phone and in person. Assisted them with portfolio decisions

and retirement planning.

E DUCATION

• IFSE – Mutual Funds Course, 2008

• Certificate in Adult Education, George Brown College, 2004

• Internet Research Skills, 2001

Contact this candidate