Benita Singh Email & Phone Number

Responsible for the Credit Card Operations team which includes partnering with internal and external key stakeholders for efficient management of the portfolio and monitoring of daily operations to ensure adherence to Risk and Compliance guidelines.

Oversight of multiple customer service teams under different lines of business nationwide which included outsourced call center. Goal of these teams was to handle and resolve inquiries from customers, sales representatives and lawyers related to consumer loans. Responsible for quality of service, effective conflict resolution and development of continual service improvements to create an exceptional customer experience. Key achievements: • Built a team amidst the adversity of over 50% attrition that necessitated the implementation of a well conceived hiring and targeted training strategy , executed with precision and resulted in no discernible compromised service levels or customer experience• Successful transition of offline tasks in-house within tight timelines resulting in savings and improvements to service levels. Transition resulted in 5% savings on vendor invoice and improvementin service levels from 5 to 2 business days• Executed strategic initiatives resulting in remarkable enhancement of a 10% improvement of first contact resolution thereby boosting the teams efficiency and proficiency

Nationwide B2B operations management that included leading a team responsible for processingpayments, account maintenance and delivering quality service to clients consisting of property managersand owners. Key achievements: • Recipient of Award of Excellence in Feb 2022. Recognized for improving efficiencies and performanceof department within first year of joining Coinamatic• Lead in implementing and managing NPS survey leveraging Qualtrics platform• Successfully transitioned team to Five9 - cloud contact center. Worked with IT to build out businessrequirements including call routing• Improved and maintained department employee engagement scores measured through weeklyorganization surveys

Selected to be part of core team involved in the development and implementation of strategies andoperational processes for the launch of the first Tangerine credit card. Responsibilities included managing the performance of internal stakeholders and third party vendors which played a key role in the success of the portfolio exceeding its target for number of accounts acquired in the first year of launch. Card was voted winner in the 2016 Product of the Year Canada awards program in the 'Financial Services' category.Key achievements: • Created credit card processes and integrated with existing bank and contact center service policiesto deliver a seamless client experience• Successfully integrated a third party vendor to deliver manual credit adjudication, fraud, disputes andcollections services. Accountable for vendor setup, process development and management of key overallmetrics and service level agreements• Facilitated collaboration between internal stakeholders and external partners to help the businessmeet its overall objective of becoming an everyday bank while delivering best in class client experience

Toronto, Canada Area

Oversight of a management team accountable for approximately 140 front lineemployees, handling an average of 4500 daily Deposit and Lending calls, to achieve service levelagreements. Responsible for sales programs, variable compensation, client onboarding and customer service enhancements that was recognized as the gold medal winner for top contact center in the world as awarded by ContactCenterWorld ( a CX contact center benchmarking organization).Key achievements: • Developed a cross-selling program that generated Mutual Fund leads in the contact center whichaccounted for $7.8 million in net sales in the first year• Implemented a cost-savings process that reduced unnecessary reimbursement transactions by 60%,resulting in a more empowered workforce and a better client experience• Worked with peers to develop and implement a front line development program which significantlyreduced new hire attrition within 6 months, increased employee engagement for 2 consecutive years,resulted in low absenteeism rates at 3.8% and high customer satisfaction scores at 87%

Toronto, Canada Area

Created and led management team responsible for supporting front line contact center employees which included training, communications, e-services and escalations teams. Key achievements: • Reduced errors and misinformation through strategic communication and training programs thatinvolved process changes and marketing campaigns• Improved employee and client experience through the development of a program that empowereddecision-making in resolving client escalations• Reduced high volume of unnecessary calls through cross-functional initiative that improved themanagement of resources within the contact center

Toronto, Canada Area

Responsible for the quality performance of front line supervisors. Key achievements: • Developed single point of contact operations model that improved escalation handling• Managed vendor procurement for new service initiative to accommodate hearing impaired clients• Led team responsible for implementing a system functionality change that directly reduced clientcomplaints• Recipient of ING global recognition award of Manager of Most Improved Team in 2007