Customer Service Sales

CHRONOLOGY

Customer-focused leader with **+ years of experience in the banking industry.

Articulate communicator skilled in strengthening relationships with business partners, peers, and senior leadership.

Proven mentor and trainer of multidisciplinary teams and able to enhance peer’s professional development skills to aggressively

spearhead progression.

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Customer Service Risk Management Product Knowledge

• • •

Leadership Scheduling Client Relationship

Management

• • •

Interpersonal Skills Financial Services Problem Analysis/Resolution

• • •

Microsoft Office Italian French

• • •

Albanian Time Management Mentorship

“IFIC Mutual Fund Accreditation”

“IFIC Branch Compliance Officer”

“Level 1-3 People Manager Certification”

AWARDS

Annual and Quarterly Achiever, 2012

Quarterly Achiever Top Sales Team – National Award, April 2012, September 2012, November 2011, July 2011, April 2011, November

2010, April 2010

Excel Awards –Top Sales Team – National Award, Annual 2003, July 2004, Annual-2010, Annual 2011, Annual 2012, January 2013

Excel Awards Leadership- National Award - March 2009, August 2009, February 2010, May 2010, September 2010, March 2011, August

2011, February 2012, July 2012, November 2012

Top Donations for a Charity – United Way, 2010, 2011, 2012

PROFESSIONAL EXPERIENCE

CIBC, London, Ontario August 1997 – February 2015

RETAIL BRANCH MANAGER (MARCH 2013 –FEBRUARY 2015)

Supervise a team of 12 talented representatives. Ensured all areas of the branch are operating within risk guidelines. Monitor all Mutual

Fund sales to ensure company compliance is being met and to verify the applications are completed properly prior to submission .

Coordinate all operations and strategies to parlay revenue goals.

• Leadership: Shared skill sets, scripting, product information, credit knowledge/guidelines, and offered support to all Financial

Services Representatives to improve their efficiency at delivering information to clients during coordinated meetings.

• Brand Management: Partnered and sponsored commercial and high value Financial Advisors to generate relationship growth

and referrals.

HALIFAX TELEPHONE BANKING TEAM LEADER (NOVEMBER 2008 – MARCH 2013)

Administered, mentored, and supported 19 high-oriented sales professionals. Monitored calls to ensure the necessary risk guidelines were

adhered to at all times, disclosures were provided to clients, and VITALS were present in every client interaction.

• Process Improvement: Increased efficiency of employee’s ability to tactful close more accounts by providing daily training

during coaching sessions.

1. Mentored new Team Leaders to advance the continuation of spearheading progression for the company.

HALIFAX TELEPHONE BANKING CUSTOMER CARE SUPERVISOR (JUNE 2007 – NOVEMBER 2008)

Collaborated with a separate team of the organization to cater new solutions to client discrepancies nationally and ensure client

accommodations were up to their expectations.

Carla R. Loshi Resume Page 2

PROFESSIONAL EXPERIENCE

CONTINUED

HALIFAX TELEPHONE BANKING QUALITY MONITOR (JANUARY 2006 – JUNE 2007)

Cooperated with peers to monitor all national Financial Services Representative calls to guarantee all necessary components of an

excellent customer experience were present within every client interaction.

• Process Improvement: Delivered constructive criticism to Team Leaders to assist them with their coaching sessions with their

respective Financial Services Representatives.

HALIFAX TELEPHONE BANKING ACADEMY BAY SUPPORT LEADER (JULY 2004 – JANUARY 2006)

Coached and supported new hire conduct their very first set of live client calls in a telephone banking environment.

HALIFAX TELEPHONE BANKING FINANCIAL SERVICES REPRESENTATIVE (AUGUST 1997 – JULY 2004)

Performed all banking services to clients, while uncovering client needs and offering appropriate solutions to assist them with their

financial stability.

EDUCATION

Mount Saint Vincent University, 1993

Bachelor of Arts Degree, Major in English Minor in Psychology and Sociology

VOLUNTEERISM

United Way, Chairperson, Halifax Telephone Banking, Halifax, Nova Scotia (November 2010 – March 2013)

Run for the Cure, Co-Chair, Halifax Telephone Banking, Halifax, Nova Scotia (Annual 2012)

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