Dillon Sutherland Email & Phone Number

Halifax, Nova Scotia, Canada

GIAC Data Analytics special project volunteer – analyze & label advisor call transcript data matching specific criteria.Digital Chat Leadership Program - one-on-one mentorship with Digital Chat Team Manager. Participated in various leadership activities such as running team meetings, coaching of advisors.Digital Chat - Stats Champion – provide bi-weekly, monthly & quarterly advisor stat reports; organize data in presentable fashion; provide insights on statisticsDigital Chat - Chat Behavior Audit Champion – review chat transcripts to ensure advisors are adhering to company policies, procedures and delivering on shared commitmentsGIAC-CA Call Listening special project volunteer – analyze advisor internal calls to accounting department to determine trendsDigital Chat - Scheduling Champion Back-Up1x Above and Beyond AwardComplete advisor side-by-sides and mock compliance evaluationsAct as first point of contact for raised issues, using good judgement, and understanding of policy/process risk while analyzing all possible options for our customersDeliver exceptional service and support for moderate to highly complex problems related to insurance products and service with an aim to provide accurate solutions the first timeGather and analyze data to identify and solve complex problems, raise as requiredPerform a range of work assignments that requires subject matter expertise in technical processes and procedures gained through job related training and experienceStay up to date on our business' offerings, emerging trends and all industry codes of conductRecommend opportunities to improve productivity, effectiveness, and operational efficiencyAlways be "one step ahead of the game" by identifying areas of risk and by quickly assessing when heightened review of any issue or concern is necessaryProvide training, mentoring and/or guidance to others as required, while promoting team effectiveness and a positive/diverse work environment

Halifax, Nova Scotia, Canada

▪ Requires specialized expertise to provide customer/partner support on complex transactions, activities and product feature advice and guidance in a digital environment▪ Provide courteous, efficient, professional, and sound advice with every customer interaction, contributing to an exceptional customer experience under all conditions▪ Ensure necessary due diligence to support the accuracy of all customer transactions/activities/ completion of business processes and procedures▪ Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite; assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct▪ Ensure documentation that is prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations▪ Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/points of interest▪ Support the team by continuously enhancing knowledge/expertise in own area and participate in knowledge transfer within the team and business unit▪ Keep current on emerging trends/developments and grow knowledge of the business, related tools and techniques▪ Participate in personal performance management and development activities, including cross training within own team▪ Contribute to a fair, positive and equitable environment that supports a diverse workforce

Halifax, Nova Scotia, Canada

• Achieve sales, quotes, and call targets• Accept risks within established guidelines• Provide a high-level of service verbally, in a fast-paced inbound contact centre environment• Promote company features and benefits through ongoing portfolio reviews• Ensure quality and productivity objectives are met

Halifax, Nova Scotia, Canada

- Working for TD Insurance as Insurance Advisor-Successfully passed Fundamentals of Insurance - NS Level 1 General Insurance licensing exam with 88% on first attempt, with self-study at home.

Halifax, Nova Scotia, Canada

I provided everyday banking advice to CIBC’s clients via. telephone within an inbound contact centre environment.I was required to meet sales, customer service, and productivity targets.I developed and used a needs-based sales approach and always aimed for first call resolution of any client issues.I actively promoted and sold products and services that met clients’ needs and made sure the client experience I offered was second to none; which helped me meet and exceed the clients’ expectations, build loyalty and grow business.

Halifax, Nova Scotia, Canada

I was responsible for: discovering customer needs and provided the best appropriate solutions; driving sales of products and services; building quality customer relationships; providing prompt, exceptional customer service and after-sales service; ensuring customer concerns were resolved with a sense of urgency and sound judgment; demonstrating a constant up-to-date expertise of Rogers products, services, promotions and policies.

Dartmouth, Nova Scotia, Canada

I provided customer service to Eastlink’s clients via. telephone within an Inbound Contact Centre.I was required to meet sales, customer service, and productivity targets.I learned to use a needs-based sales approach, I learned how-to-use multiple computer software programs, learned how to function within an inbound contact centre environment.I always aimed for first call resolution of any client issues.I actively promoted and sold products and services that meet the clients’ needs and made sure their experience was second to none.I offered superior client experience on every call to meet and exceed the clients’ expectations, build loyalty and grow business.

Halifax, Nova Scotia, Canada

I helped: build shelving; maintain cleanliness of store; unload, sort and place stock; before the launch of Halifax Bayer’s Lake location.

Enfield, Nova Scotia, Canada

I was responsible to maximize revenue by: up-selling vehicle classes; cross-selling auto insurances; and selling other rental insurance packages.My responsibilities also included: inspecting returned vehicles for damage; filing official vehicle return reports; ensuring vehicles met cleanliness standards; organizing and driving the company’s fleet of vehicles to-and-from the company’s wash bay off-site and other locations.

Nova Scotia

I was responsible for promoting and selling Bell Satellite TV and Bell-Aliant residential services by knocking door-to-door in targeted areas of Nova Scotia. During my time here, I gained experience in: understanding customers' needs; directly contacting/following up with potential customers to persuade them to purchase services; handling objections on-the-spot, face-to-face; answering questions about products/services; and meeting sales targets.

Halifax, Nova Scotia, Canada

During my time here I helped: prepare multiple food items; maintain the cleanliness of kitchen; ensure prompt cleaning of cooking pans, utensils and other kitchen dish ware.

Halifax, Nova Scotia, Canada

I operated the front-store cash register; helped customers in need to carry their purchases to their vehicles; performed cash drops; counted cash and tills; ensured cleanliness of entire storefront; restocked shelves; faced products; performed opening store duties & closing store duties.I also operated Canada Post outlet where I: prepared and sorted incoming/outgoing mail drop off/pickups to Canada Post; processed clients’ mail requests; handled large amounts of cash; entered clients’ personal information into computer systems; perform valid government issued photo identification checks at every client interaction; followed Canada Post procedures.

Halifax, Nova Scotia, Canada

I operated the front-store cash register; as well as the drive-thru window service. Main duties included: preparing multiple food/beverage items; operating POS; ensuring accuracy of food orders; providing exceptional customer service; ensuring cleanliness of restaurant; re-stocking food/beverage machines; and cleaning of restaurant utensils.