Cody Dafoe Email & Phone Number

Calgary, Ab, Ca

Calgary

Calgary, Alberta, Canada

Calgary, Canada Area

Previously Shareworks(Solium)

Calgary, Alberta, Canada

Calgary, Alberta, Canada

-Helped develop and launch a brand new Member Care Centre for our Chinook Financial division-Established a call quality measurement program, to ensure a superior member experience-Ensured efficient and quality performance of team members, through ongoing coaching and call quality program-Subject matter expect for the member care centre -Point of contact for all escalations within the member care centre -Proactively worked with our branch and marketing teams to promote the… Show more -Helped develop and launch a brand new Member Care Centre for our Chinook Financial division-Established a call quality measurement program, to ensure a superior member experience-Ensured efficient and quality performance of team members, through ongoing coaching and call quality program-Subject matter expect for the member care centre -Point of contact for all escalations within the member care centre -Proactively worked with our branch and marketing teams to promote the member care centre, which resulted in over 1000 calls in our first month or 5% of our member base, with continued growth month over month -Supported a strong sales culture, by ensuring team members had up to date training of products and conversation techniques, combined with SMART goal setting Show less

Calgary, Alberta

Responsible for motivating, coaching, and developing Support Centre associates to ensure that Support Centre objectives are met and the highest levels of quality customer experience is established and maintained while supporting Associate Growth, Development and Advancement.-Managed a team of both Specialists and Snr Specialists supporting all ATB business units with policy, procedure, and technical support for SAP/CRM banking system-Involved in on-going improvement projects… Show more Responsible for motivating, coaching, and developing Support Centre associates to ensure that Support Centre objectives are met and the highest levels of quality customer experience is established and maintained while supporting Associate Growth, Development and Advancement.-Managed a team of both Specialists and Snr Specialists supporting all ATB business units with policy, procedure, and technical support for SAP/CRM banking system-Involved in on-going improvement projects throughout ATB, for both policy, procedure and banking system improvements-Worked with Internal and External Business Partners/Units, moving towards resolution of issues-Acted as point of contact and ensured the daily operation of the Support Center when Support Center Manager was absent. -Introduced call over-flow system, and reduced our ASA(average speed of answer) from 1:12 to 0:21 -Helped roll Blue Pumpkin scheduling software within the Support Center-Point of contact for executive escalations within the center-Conducted coaching and one-on-one sessions in a timely manner to ensure that the team continues to provide a superior customer experience -Good Understanding of call routing and telephony system within the center Show less

Calgary, Canada Area

Working with an amazing group of people across the country re-defining the meaning of customer experience by:-Taking and analyzing customer feedback through a variety of touch points-Handling executive escalations -Proposing positive changes to the business to enhance the customer experience -Increase our Customer and Employee engagement index-Create new and simple ways for customers to deliver feedback

Calgary, Canada Area

-Lead and provided support to the Technical Service and Retail Representative by on-going coaching and feedback to ensure we meet our daily objectives -Oversee the recruitment and selection process for the Technical Service and Retail Representatives-Provide motivation and training to ensure optimum performance in technical support and customer service-Developed our practices and processes to ensure they meet our needs and are streamlined-Communicate departmental targets and… Show more -Lead and provided support to the Technical Service and Retail Representative by on-going coaching and feedback to ensure we meet our daily objectives -Oversee the recruitment and selection process for the Technical Service and Retail Representatives-Provide motivation and training to ensure optimum performance in technical support and customer service-Developed our practices and processes to ensure they meet our needs and are streamlined-Communicate departmental targets and follow-up accordingly-Developed effective ways to raise levels of technical support and customer service-Increased adherence in our department to 91% by identifying areas our reps were struggling and increased visibility by our leadership team Show less

-Provided world class customer service cross-selling a wide variety of financial products and services-Determined clients needs in order to assist them with their financial planning, growth and success-Performed enquiries for all day to day banking products as well as Visa products-Provided general information for mortgages and dealer finance loans to prevent multiple call backs from customers-Answered calls on behalf of our branch network in order to ensure our branches were… Show more -Provided world class customer service cross-selling a wide variety of financial products and services-Determined clients needs in order to assist them with their financial planning, growth and success-Performed enquiries for all day to day banking products as well as Visa products-Provided general information for mortgages and dealer finance loans to prevent multiple call backs from customers-Answered calls on behalf of our branch network in order to ensure our branches were able to assist their frontline clients more effectively-Assisted branch staff with Visa enquiries-Sold products and services with the goal of helping clients save money and to secure their financial futures Show less

-Assisted a broker working on a large book of business with both commercial and personal lines -Assisted in the writing of new policies-Quoting with various companies to find the customer the best rate possible-Underwrite policies with accurate and complete information-Listened to clients in order to understand their needs and provide appropriate coverage to meet their insurance needs -Added and removed coverage and other various policy changes -Worked well within a team… Show more -Assisted a broker working on a large book of business with both commercial and personal lines -Assisted in the writing of new policies-Quoting with various companies to find the customer the best rate possible-Underwrite policies with accurate and complete information-Listened to clients in order to understand their needs and provide appropriate coverage to meet their insurance needs -Added and removed coverage and other various policy changes -Worked well within a team environment and used the knowledge and skills acquired to provide insurance solutions for a variety of diverse customer needs Show less

Calgary, Canada Area