Finance Client Service

Skills

Technical

Proficient in Microsoft Office (e.g., Word, Excel, PowerPoint, Access) due to administrative tasks ranging from maintaining financial records to tracking company quality scores

Outstanding analytic skills developed by analyzing operational consistency as well as employee evaluative reports

Adept at problem solving garnered from working in a time-sensitive environment predicated on achieving daily requirements

Enhanced knowledge in marketing and sales due to over four years in customer experience management

Interpersonal

Excellent written and verbal communication skills gained through extensive interactions with colleagues, managerial staff, and market research clients

Avid team player, development minded with drive to sell

Strong leadership skills acquired through managing staffs of up to 100 employees, hiring and training new staff

Devoted employee, adept at facilitating and ensuring smooth market research client visits in a professional manner

Optimistic, capable of maintaining a positive work environment and effectively motivating team members

Education

Ryerson University 2008 – 2013

Bachelor of Commerce, Finance Major

Finance courses include: Ethics in Finance, Financial Intermediation, Managerial Finance, Risk Management and Insurance, Retirement and Estate Planning, Advanced Corporate Finance, Investment Analysis I & II, and Advanced Personal Financial Planning

Accounting/Tax courses include: Intermediate Accounting, Taxation for Managers and Financial Planners

Awarded highest grade on the final “Comprehensive Financial Plan” project (98%), marked by a professor who is an RBC financial planner

Professional Experience

Greenwich Associates October 2013 – Present

Contact Centre Manager

Work closely with Project Management team to ensure interdepartmental consistency across all research studies

In charge of assuring that employee conduct and performance is in alignment with market research clients' expectations

Successful at analyzing and maintaining reports in a timely manner to evaluate staff performance, improvement opportunities, and progress levels

Plan and organize employee incentive program and social events to create and maintain a positive working environment

Corsential June 2009 – October 2013

Contact Centre Supervisor

Successfully staffs employees to specific projects ensuring daily quotas are being met

Supervised and trained staff on conducting customer satisfaction evaluations for local and international financial institutions

Managed teams by consistently following up on production goals for each employee

Maintained quality guidelines by monitoring calls and mentoring new employees

Consumer Contact March 2009 – June 2009

Customer Experience Representative

Collected information and conducted evaluations for large financial institutions and other business corporations

Adept at interacting with respondents of diverse backgrounds and cultures in a professional manner over the telephone

Handled difficult respondents effectively to ensure customer satisfaction and client retention

Volunteer Experience

Grace Christian Reformed Church of Scarborough 2008 – Present

Youth Leader

Mentor groups of secondary students in Bible studies, sports, and environmental activities

Assist with Vacation Bible School with children aged 6-12 to inspire and motivate them to partake in educational and recreational activities

Grace Christian Reformed Church of Scarborough 2007 – Present

Worship Committee Musician

Experienced in playing drums, bass, guitar, and piano for services and larger concerts

Cedarbrae Collegiate Institute 2006 – 2007

Student Council Executive

Elected to the executive committee of the student council in my senior year, responsible for planning and organizing social events for the student body

Accomplishments & Certifications

Recipient of Supervisor of the Year (2013), awarded for best overall outstanding performance

Recipient of the Certificate of Achievement award for outstanding work in training and development of new employees (2012)

Exceeded expectations by achieving 100% efficiency on a shift (2012)

Awarded Supervisor of the Month for two consecutive months (January, February 2010)

Smart Serve Certification

Extra-Curricular Activities

Recreational volleyball and baseball, reading

References

Available upon request.

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