Sales Customer Service

Personal Highlights & Skills

Excellent organizational skills including the ability to manage large workload with frequent interruptions and meet critical deadlines

Excellent interpersonal and communications skills

Self-motivated; quick learner; strong initiative in taking on and completing new and challenging assignments

Proven leadership and people management skills; ability to maintain tact, diplomacy, good judgment and confidentiality

Competency in prioritizing and quickly adapting to change, recognizing the necessity for dynamic

changes to working priorities; work well under stressful conditions and timelines

Effective problem solving and decision making skills; good analytical skills and attention to detail

Committed to personal and professional development; Creative, energetic and enthusiastic

Responding to clients who are in financial need and/or crisis in a sensitive and respectful manner, maintaining sensitivity to personal needs and ensuring they receive appropriate attention and assistance

Work Experience

Fairstone Financial Inc

Branch Manager (February 2018 – May 2019)

Providing knowledge and expertise to employees, by way of guidance, regarding loan and insurance products, credit and delinquency decisions, difficult account problems

I established production goals, optimizing profitability and controlled operating expenses

Resolving product or service problems by clarifying customer complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution, and make decisions

Train new staff members as well as develop current staff to progress in their careers, providing leadership, and mentorship within the office

Track our yearly progress to ensure we are on plan to exceed our growth targets, using my strong analytical skills and attention to detail; I closely monitor daily and monthly status reports.

Fairstone Financial Inc/CitiFinancial Canada Inc

Senior Branch Account Executive (January 2014 – February 2018)

Perform outbound calls to current, former and prospective customers advertising the products and services available at Fairstone

Provide customers with information on the features and benefits of lending products and answer all questions customers may have

Manage the loan application process over the phone, internet and in person with the customers by completing a loan application and reviewing credit worthiness

Cultivates new business, retains customers, and manages the loan portfolio; including up-sales to larger portfolios consolidating other debts

Interpreting and explaining debt and collection practices to existing clients, as well as potential clients on a daily basis

Daily collection of fees, appropriation of revenue collected, balancing cash, preparing receipts and the issuance of refunds

Maintaining accurate and complete records and files within the office

CitiFinancial Canada Inc

Consumer Financial Sales Associate (October 29th, 2012 – January 2014)

Ensuring that staff and client information is handled in a secured, and professional fashion

Primary focus on sales and sales administration of loans and insurance products

Presenting loans, real estate products and insurance products to potential and existing customers

Processing applications, cultivating new and repeat business from internal and external clients, scheduling loan closings and meeting pre-determined sales goals

Sales targets are set on a monthly basis; and meeting those targets determines eligibility for monthly bonuses on top of my established salary

Customer Service skills are essential as this position was the main point of contact for customers; greeting scheduled and unscheduled visitors

Providing exceptional customer service; including but not limited to answering customer questions before, during and after the sale; and making early stage collections calls on existing past due accounts

TD Canada Trust

Customer Service Representative (September 4th, 2007 – October 28th, 2012)

Perform customer transactions, providing service and advice to create exceptional customer experiences

Understanding customer needs and identifying opportunities to promote TDCT products and services to customers, referring them to appropriate team members or internal Bank partners.

Completing financial transactions such as deposits, withdrawals, bill payments and/or other account transactions for customers in an accurate and efficient manner

Ensuring the customer area and personal workspace is professional and inviting in appearance

Guaranteeing customer problems are handled appropriately, escalating issues when necessary

Delivering an enhanced customer experience and creating a positive “First Impression’” by greeting and engaging customers in a range of sales, service, informational conversations, and personal relationship building

Knowledgeable of Bank and industry codes of conduct; in addition to securities laws and regulations

Understand and apply bank/branch operating policies and procedures – which included assisting with the branch opening and closing procedures on a rotational basis

Ensuring necessary due diligence to support the accuracy of all customer transactions

Contributed to the achievement of branch business objectives by meeting or exceeding individual sales and referral goals

Education & Development Courses/Certificates

Adam Scott Collegiate and Vocational Institute and Intermediate School

175 Langton Street, Peterborough, ON K9H 6K3

Grade 12 Diploma (2000)

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