PROFESSIONAL PROFILE

Customer driven with an emphasis on knowledge and professionalism.

Excellent verbal and written communication and inter-personal skills.

Able to multitask in a fast-paced environment such as a call center.

Recognized for ability to work in a team to achieve effective collaboration and results.

Energized by problem solving and intellectual challenges.

Natural go-getter who is dynamic, optimistic, analytical and accountable.

Fluent in English and French.

EMPLOYMENT

Customer Solutions Manager 2013 to 2016

CIBC call center

Ensures clients receive accurate financial information, credit advice and fraud prevention support, using well thought out judgments and decision making skills.

Responsible for client retention, including escalated client concerns (so called “problem” clients)

Provides coaching and training for front line employees, peers and new representatives so that they develop the skills required to meet and exceed expectations and collaborate effectively with others.

Provides feedback to colleagues regarding challenges and areas for improvement and provides recommendations for solutions.

Delivers an exceptional service to meet the needs of high value clients.

Maintains a professional attitude while working in a fast paced environment which requires a high degree of multi-tasking and self-management skills.

Collaborates with multiple lines of business to maintain alignment with strategic initiatives.

Develops and maintains the skills required to stay up to date with the latest changes in policy and regulatory requirements in order to satisfy client concerns in an efficient and productive manner.

Customer Service Representative 2011 to 2013

CIBC call center

Delivered accurate and up to date financial information to clients.

Responsible for retaining clients as well as meeting productivity and sales goals while maintaining an upbeat and professional attitude.

Gave peer to peer coaching and training to newly hired employees.

Ensured clients were treated in a courteous and pleasant manner while providing quality service and investigating and resolving client issues.

Knowledgeable about products, processes and the regulatory environment.

Supported organizational change as part of the continuous improvement committee.

Associate 2008 to 2010

Les Industries Martin 1990 Inc. (small business, window and door renovation)

Managed multiple customer-product evaluations: Matching esthetics and affordability to suit the customer’s needs and create a professional relationship, that would carry through to the installation, after-sale service and future business relations. Evaluations ranged from $1000 – $1,000,000.

Operated the inventory system for over $1.5 million worth of doors, windows, tools and support products.

Wrote monthly income statements to track profitability, monitor sales targets and set future company goals.

Marty’s Blog content supervisor: Drawing from industry sources and practical on site experience I informed prospective and current clients on the advances in door and window technology. Subjects included Energy ratings, government tax credits and new product information.

Sales Assistant 2007

AIL – American income Life

Met with customers to discuss AIL life insurance plans and start the due diligence process for the underwriting department.

Kept abreast of the latest changes in insurance regulations, legislation and core industry requirements.

Arranged appointments for international senior sales agents. Accompanied agents on sales calls to fact find and perform administrative support for the sales process.

Studied federal and provincial regulatory tests for certification as a licensed insurance seller. I successfully passed all 6 essential licensing exams.

AWARDS

CIBC Quarterly Achiever Award – Q3 2012, Q2 2013, Q4 2014, Q2 2015

CIBC Crystal Award for Excellence – Q3 2014, Q4 2014, Q1 2015, Q3 2015, Q1 2016

CIBC Monthly Excel Award – March 2015, August 2015, September 2015

EDUCATION

CSC Canadian Securities Course 2011

CSI Canadian Securities Institute

BComm, Major Finance 2003-2007

McGill University, Montreal Quebec

DEC, Commerce 2001-2003

Dawson College Montreal, Quebec

INTERESTS

International Travel, Music appreciation and performance, Literature, Sports.

Contact this candidate