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Customer Service Manager

Woodbridge, Ontario, Canada
February 06, 2019

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Marco A. Renna



§ 20 years of progressive sales and service responsibility and achievement in Publishing, Finance, Team Management, National Sales and Micro targeted Sales.

§ Particular areas of expertise include optimizing sales growth, enhancing customer service, identifying and implementing sales and service strategies, utilizing customized client solutions, building diverse and long-term client relationships, marketing initiatives.

§ Sound knowledge of Sales, Customer Service, Team Management, Credit facilities, Database Management, Publishing, Content Management, MS Office Suite: Word, Excel, Power Point, Outlook, Desktop Manager, Call Centre Metrics, Social Event Planning. EXPERIENCE

BEST VERSION MEDIA Peterborough, ON 2016 – Present Publisher

§ Prospect local businesses for sales sponsorship in print media.

§ Neighborhood specific micro-target marketing.

§ Publishing monthly community magazines representing local businesses, families and organizations.

§ Coordinate and manage (photographer, content coordinator, event planner, graphic designer, human resources, accounting and back office client data management). CAPITAL ECONOMICS Toronto, ON 2013 – 2016

National Sales - Canada

§ Develop Canadian national sales strategies to generate leads from investment firms seeking macro-economic research.

§ Converted leads to record sales growth for the Canadian market. Capital Economics team of economists provide independent global economic analysis, forecasts and consultancy.

§ Managed client relationships by maintaining contact, providing market updates and value-added services, arranged for economists to follow-up with clients and provide customized economic research solutions for their specific business needs. REALTY NETWORK/ DLC Thornhill, ON 2010-2013

Mortgage Analyst

§ Expanding geographic limits throughout the GTA and south western Ontario and seeking best rates and products in the market for clients; not confined to an individual financial institution.

§ Facilitating internal operations of mortgages with underwriters, lawyers and respective banks.

§ Establish solid customer relations through ongoing client communications and file management.

§ Promoting brand through community event initiatives, networking events, producing marketing material on market updates and analysis.

§ Recruited by a former HSBC manager which afforded the opportunity to deal with more mortgage lenders.

HSBC BANK CANADA Markham, ON 2008-2010

Mobile Mortgage Manager

§ Transition to HSBC for opportunity to access more branches and a larger client base with a larger geographic area. This included planning, setting growth objectives and business partners to optimize product mix and increase volume to a new growth area of the bank.

§ Managing the operations of a dynamic team of various branch staff across south eastern and south western Ontario in identifying and sourcing new mortgage business to the bank.

§ Conducting post implementation reviews to measure sales and service effectiveness. RBC ROYAL BANK FINANCIAL GROUP Mississauga, ON 1996-2008 Mobile Mortgage Manager (Internal Promotion) 2004-2008

§ Progression to mortgage role based on previous experience working with and observing RBC mortgage specialists.

§ Establish formalized branch partnerships with Account Managers in sourcing new mortgage business and identifying cross-selling opportunities for the bank. Mobile Account Manager (Internal Promotion) 2001-2004

§ Promotion gave the opportunity for increased responsibility of higher valued signing authority on bank loan and investment products.

§ Collaborate and set strategic project initiatives with RBC mortgage specialists in obtaining client leads primarily from realtors and new home builder sites and anchoring those client relationships with RBC by securing a diversification of RBC investments and loan products. Personal Financial Service Advisor (Internal Promotion) 1999-2001

§ Identify and recommend a wide array of bank products and services including investment products; i.e. Mutual Funds, Guaranteed Investment Certificates (RRSP or non-registered), creditor insurance and complete credit applications and utilize lending authorities for decisioning mortgages, lines of credit and personal loans. AML certification and compliance officer. Team Leader/Manager 1996-1999

§ Manage - team lead a group of employees providing a diverse array of financial products

(investments, loans, credit cards and insurance) within a centralized fulfillment service centre.

§ Train, coach, mentor and engage new employees routinely on RBC’s products, communication skills, procedures and processes, circulars and quality customer service strategies.

§ Identify and track potential gaps and deficiencies and develop an effective project action plan to ensure team members are exceeding their service level expectations and requirements. ACADEMIC CREDENTIALS

Ryerson Polytechnic University Toronto, ON 1996

Bachelor of Business Management and Enterprise Development (BBA) Seneca College of Applied Arts & Technology Toronto, ON 1994 Business Administration Diploma

Canadian Association of Accredited Mortgage Professionals (CAAMP) 2011 Ontario Mortgage Agent License Certification

Institute of Canadian Bankers Toronto, ON 1999

Investment Funds in Canada

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