- Dedicated Representative for over 300+ small business clients assisting them with payroll processing and time management inquiries

• Respond to client needs and proactively engage and uncover opportunities to match customer needs through effective communication and probing and problem-solving skills to deliver an outstanding customer service experience. Focus on helping clients when they need us most, by responding empathetically to a variety of questions, assisting with banking solutions and resolving client concerns at first point of contact• Actively promote, educate and assist clients with using RBC digital capabilities• Demonstrated Exceptional call handling skills from the first week of taking calls.• Maintained a consistent level of high performance, earning recognitions from team members and managers• Assisted newly hired EDB Advisors in their training by live listening to my call handling techniques and system navigation skills.• One of the first Advisors selected to participate in Expert Role Modelling and get to spend two full days every week assisting new advisors in the Academy EDB chat and other Team Managers Support Chat.• Regularly acknowledged and appreciated by my teammates, Manager and other Team Managers in the department for help and support- Awarded with Top Employee performance for my first Quarter- Awarded with Leadership Model for Yearly Awards

Establishes, reviews, and approves Standard Operating procedures• Identifies operational practices of all stores and develops consistent practices of all stores and develops consistent practices and procedures• Establish and maintain key communication rhythms including weekly conference calls, regular 1:1s with supervisors• Responsible for scheduling and ensuring adequate store coverage following employment standards• Drives Key performance indicators to maximize customer experience by leading stores effectively• Monitors the store budget and costs and implements cost control measures as necessary• Recruits, hires and trains team members• Addresses performance and conflict resolution in a fair andprofessional manner