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Customer Service Supervisor

Mountain View, CA, 94040
April 08, 2016

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Kim Pham

**** **** ** ****** ****, Apt #****, Mountain View, CA, 94040

Tel: 415-***-**** E-mail:


Schulich School of Business, York University Toronto, ON, Canada Bachelor of Business Administration (B.B.A.) – Spec. Hons. Sep 2002 – Apr 2006

● Awarded York University Honours Scholarship, 2002 SUMMARY OF WORK EXPERIENCES

Scotiabank Toronto, ON, Canada

Customer Service Supervisor Mar 2008 – Mar 2015

● Led a team of Customer Representatives in the delivery of front-line customer service towards attaining and sustaining their individual and team goals, including financial and non-financial objectives, while complying with policies and procedures (ranked #1 in the district, region and across Canada for our financial achievements; Service Excellence Champion - exceeding goal at 49% customer survey score)

● Trained new and existing team members in their functional competencies, as well as assisted and supported their professional development by directing them to the available resources through a variety channels

● Worked alongside management and HR department in the recruitment and selection processes for new hires, as well as staffing and planning during voluntary/involuntary leaves/absences

● Maintained regular contact with other branch employees and partners in centralized support areas

(e.g. Shared Services and Business Support Centres) surrounding different issues with varying degrees of importance and confidentiality

● Reviewed and/or processed Estates- and Compliance Support Package documents, Occupational Health & Safety guidelines (workplace inspection, premise conditions, fire drill, HOIR, WHMIS & MSDS, employee orientation, First Aid, emergency and evacuation), Brandcare and Operational Efficiency initiatives, as well as security management (e.g. custody of keys and combinations, alarm pass codes, security cameras)

● Ensured that equipment is in working order by requesting immediate service from our providers to enhance operational effectiveness

● Managed budgets associated with our suppliers and services (e.g. ordering sufficient amount of supplies and up-to-date materials/brochures in a timely manner; participating in the execution of projects pertaining to premise conditions, etc.) while applying to the correct General Ledgers Scotiabank Toronto, ON, Canada

Customer Relations Representative Oct 2007 – Mar 2008

● Managed customer traffic flow to increase efficiency by directing clients to the appropriate team member and department

● Overcame customer objections to effectively close the sales converting prospects, generating the most quality referrals and sales dollars for the service team

● Ensured service counters, workstations, and surrounding areas are organized to present a professional image

Scotiabank Toronto, ON, Canada

Customer Representative Jun 2002 – Oct 2007

● Demonstrated strong listening and problem solving skills to address customer needs and concerns

● Exceeded service standards by addressing prospective inquiries and following up with customers

● Took personal responsibility to seek information about the real, underlying needs of customers, gaining mutual trust and confidence

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