Caroline Joanes Email & Phone Number

Bonsai is an all-in-one business management tool for agencies and freelancers. I assist users daily with navigating the platform through email and live chat on Intercom, contribute to documentation and process-building initiatives, and collaborate with Product and DevOps on technical troubleshooting and feature improvements.• Contributes to process improvement initiatives, including a comprehensive overhaul of the online Help Centre and development of internal knowledge documents and macros.• Leads informative webinars for prospective and new Bonsai users, addressing queries and educating them on platform features and pricing.• Supports the onboarding of high-value agency clients to ensure a seamless experience.

I interacted with up to 40 clients each day through phone and chat in a live client support environment to provide assistance with institutional transfers.• Empowered each client by explaining investment, personal finance and stock trading concepts in a simple and accessible way and approaching each interaction with kindness and professionalism.• Completed in-depth investigations of institutional transfers, specifically for investment products.

Toronto, Ontario, Canada

I supported up to 7,000 Canadian merchant partners on loan products and merchant dashboards by handling and triaging 80+ tickets and 30+ inbound calls daily while ensuring high customer satisfaction. • Subject matter expert on enterprise segment merchants (>$10MM), including Apple, Samsung, Fizz, Browns Shoes, and Hudson’s Bay. •Created process documents as a resource and acted as a point of contact for process help and complex cases on my team and cross-functionally for departmental leads•Built training programs, led sessions for the team, and mentored new hires.• Collaborated with senior Merchant Care colleagues to lead and manage special projects aimed at improving processes and increasing efficiencies.•Acted as a liason between Affirm US clients and merchants to handle disputes.

Toronto, Canada Area

At Telephone Banking, I provided tailored advice to 60+ clients daily by recommending investment and lending products, while adhering to compliance and regulatory guidelines. As a result, I created customer champions of the CIBC brand and maintained a high NPS while receiving positive customer feedback. • Handled escalated and priority call requests using 10+ internal CIBC programs, while maintaining positive client relationships. • Further empowered customers by proactively educating them on CIBC’s suite of self-serve digital offerings.

Toronto, Ontario, Canada

I processed and balanced commercial deposits of up to $11MM for CIBC, TD, and HSBC, exceeding the hourly KPI target of 500 customer deposits through operational excellence.• Managed training of 8+ contract employees each quarter on processes by demonstrating required skills, updating and sharing the playbook as required, and responding to questions as employees are onboarded. • Exercised due diligence protocols by identifying counterfeit bills, illegal activity, and suspicious transactions and escalating findings for investigation, leading to recognition as the recipient of the Q3 Star of the Quarter award in 2019.

Toronto, Ontario

My main task was to reconcile business deposits to maintain accurate records for CIBC. I investigated client data and made corrections to internal bank databases. •Analyzed and completed up to 500 reconciliations with a cash total of $800,000 daily•Collaborated with a supervisor to rectify irregular imbalances, such as deposits of excess up to $100,000.