• Supported the onboarding team with the training, to develop the skills and values to align with CIBC’s vision• Helped the new team members constantly by answering their questions and assisting them to help the clients in achieving their financial goals• Created activities to keep the team engaged and motivated to meet the performance goals and targets• Observed the coaching sessions with leaders to understand how to coach on behaviors and what to focus on while keeping it specific and performance oriented • Conducted development sessions to discuss new updates and train the team on the new information and changes in the organization• Worked with different tools to code the agents and listening to calls to follow up on the action plans.

• Assist clients in achieving their current and future financial objectives by enhancing clients’ financial portfolio while cascading CIBC's full range of products and services.• Proactively discovering, understanding, and recognizing clients’ needs to provide sound financial solutions and products to address their specific goals, requests, and concerns.• Providing solutions with personalized credit products (loans, credit cards, overdraft, mortgages, and mortgage refinancing solutions, secured and unsecured lines of credit) and making client’s ambition a reality.• Demonstrate CIBC’s core values in each client interaction by offering superior client experience to build loyalty, promote business growth, and exceed clients’ expectations.• Received Excel-erate award for commitment to growth in CIBC 2020• Recognized by peers and mentors for providing the exceptional client experience to the clients.

• Answer 1-800 line and respond to inquiries from customers, stores, service providers and field teams within customer F.I.R.S.T. commitments.• Maintain excellent service levels in key performance areas dashboard overdue and order cycle completion.• Assist in answering and directing inbound calls• Meet customer requirements in a positive and professional manner by answering customer inquiries and resolving concerns to optimize the customer experience.• Expedite all customer orders within timelines defined.• Schedule installation projects with service providers and customers.• Work closely with service providers and customers to ensure the customer’s project timelines are met.• Gather all lien waivers required to close sale and process customer’s credit card payments.• Expedite any reorders required with vendors and service providers.• Document all customer and vendor interactions within the COM (Customer Order Management) system.

● Receive inbound calls to assist current and potential customers with their queries and issues.● Place outbound follow-up calls to sales and ensure if the customer’s problem is being resolved.● Answer questions about the product details, the company, and issues with account for the customers with the product knowledge of the concerned campaign.● Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.● Perform basic account maintenance activities.● Meet Quality Assurance Requirements and other key performance metrics.

● Responsible for handling customer complaints and providing best customer experience● Balancing cash transactions in day to day activities● Assisting and training new employees● In charge of shifts

● Database Management● Assisted in setting up a cohesive communication channel across various processes.● Handled routine activities like posting advertisements and keeping record of responses