Bruce Gilson Email & Phone Number

Surrey, British Columbia, Canada

Surrey, British Columbia, Canada

800 - 9900 King George Blvd, Surrey

Helping members reach their financial needs

Burnaby

Surrey

Card Activation, Visa / MasterCard Centre (project) 2008 - 2009Assigned a project role to develop new team managers into strong leadership roles through example setting and modeling the behavior.Developed department wide initiatives that motivated both leadership and staff to excel company standards in revenue targets and customer service.Created statistical reporting that showed trends in advisor behavior as well as revenue goals. Team Manager, Card Activation, Visa / MasterCard Centre 2008 - 2009 Led a team of 20 - 25 representatives to ensure lifelong relationships were established with new and existing customers.Provided financial analyst to senior leadership as a focal point of department's strengths and opportunities.

Manage a customer care team to provide world class engaging service while exceeding revenue targets

Assigned a project role to provide leadership style that portrayed the corporation's vision statement to an entire line of business.Leading a team of 19 representatives to illustrate how to embrace the corporation's vision, through leading by example and modeling the behavior.Providing transitional coaching to peers and representatives as the corporation has chosen to relocate the business.

Managed a customer service team to provide world class service and exceeding revenue targets

Led a team of 14 - 20 representatives to meet Customer Service & Sales targets, improving bottom line performance and individual employees.Designed and developed spreadsheets for the Customer Service Department that provided statistics, trends, and monthly reports for the Senior Management Team.Site representative for performance reporting issues on a day-to-day basis to eliminate scorecard errors.Scorecard Liaison for 300 staff at 4 different levels of employees ensuring accurate reporting, documentation and communicating results.Resolved escalated customer calls and responded to letters ensuring customers maintain a positive banking relationship.Prepared and presented quarterly business review on team performance, addressing strengths and areas of opportunity. Involved in pilot projects, system conversations, and a merger.Periodically stepped into Senior Management roles as requested.

Prepare cost effective staff schedules for 16 Customer Service Representatives utilizing Staff Smart software for a 6-day/week branch with 2 shifts.Coach staff daily with monthly meetings for team commitment to achieve referral business sales targets.Deliver face-to-face customer service on all personal and business accounts, leading and modeling quality service.Verify accuracy of all teller transactions ensuring a 24-hour turnaround.

Decreased overdue accounts significantly while maintaining positive relationships with customers.Substantially reduced credit expenses and write-offs achieving and exceeding company targets.Dealt with all Visa collection issues on an inbound ACD line, effectively handled both straightforward and complex issues.Communicated verbally as well as in writing to internal and external customers, authorizing a withdrawal from customers' accounts and negotiating repayment plans with clients.Launched with management the implementation of a new telephone system increasing operational effectiveness.Demonstrated ability to multi-task in a busy environment with changing priorities.Serviced a wide range of accounts from 30 - 210 days delinquent, collecting and reducing the bank's risk exposure.Received the nomination for Award of Excellence for being a leading performer in the collection department in the Western Office.

Business Applications Diploma

High School Diploma