Denise Thomas Email & Phone Number

Toronto, ON, CA

Canada

Toronto, Canada Area

Accountable for full cycle of Tier 2, Executive and Regulatory Complaints to support the business and customer experienceComplete call listening associated with the case and provide necessary feedback on agent performance (strengths and opportunities)Collaborate with all levels of the organization to drive impartial and fair resolutionsCommunicate outcome.

Ontario, Canada

Completed 6-month contract on Quality Assurance teamWorked on fast-paced dialer campaigns and service inbound callsResolved customer inquiries, complaints, and issues regarding loan contracts in arrearsWorked with customer and assessed suitable arrangements and payment plansPrepared correspondence according to Scotiabank policies and guidelinesEvaluated.

Ontario, Canada

Created and facilitated customer service workshops in-class and webinar technologyTrained existing and new hires for various service divisionsCreated and updated existing company standard operation proceduresDesigned training material to meet organizational objectives and trainee needsCreated and maintained instructional guides and job air materialTraveled.

North York, ON

Inbound and outbound callsSet up deferred and regular payment plansProcess debit and credit card paymentsUpdate account billing information and up-sell customers new service plansRectify billing disputes and explain statements

Mississauga, ON

Facilitated Collections, Customer Service and New Accounts training for new hires and existing employees Performed side-by-side quality assuranceParticipated in department calibrations for various lines of businessAnalyzed current procedures and processes to ensure efficiencies are maximizedConducted needs assessments to identify appropriate learning.

Pre-Medicine/Pre-Medical Studies

Education record