Taking 50-60 inbound calls per shift from existing RBC Credit card clients to deliver an outstanding customer service experience, making every client interaction an exceptional one• Provide assistance with any questions or concerns regarding their RBC credit cards. Examples: Balance checks, limit increases/decreases, authorized users, fraudulent transactions, etc.)• Focus on helping clients when they need us most, by responding empathetically to a variety of questions, assisting with a myriad of banking solutions and resolving client concerns at first point of contact• Contribute to team results by supporting all colleagues to be successful in meeting client needs• Cultivate and maintain relationships with partners to work as one RBC team• Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests• Educate and assist clients with using RBC digital capabilities (how to navigate the app, online banking, etc.)• Lead with empathy and apologize for delays with wait times• Client experience, servicing clients, fulfil immediate need and identify additional opportunities available to the client• Strictly dealing with credit cards, understand the product itself and help with interest calculations and how its captured, review transactions, identify any fraudulent transactions, what are the benefits of the card I have, how do I redeem my points• Critical thinking and dive into transactions and take care of simple fraud requests

Accounts specialist • Handle customer calls regarding past due accounts and facilitate payment arrangements to bring account current.• Handle each call with a high level of professionalism and respect while ensuring the needs of the customer and business are satisfied• Reserving of customer account discrepancies• Compliance of strict guidelines regarding privacy and protection of consumer information• Meet and exceed individual targets and performance expectations.

• Assisted 50+ customers a day providing insightful recommendations and managed inventory systematically, swiftly, and accurately resulting in faster sales helping store exceed sales by 300%• Fostered 100% customer satisfaction, receiving positive feedback at least 98% of the time• Consistently achieved sales by cultivating new and existing customer relationships and building brand loyalty

• Proactively helped customers with inquires, complaints and provided detailed information about relevant products and services; exceeded all internal team targets communicated by management• Ensured a high level of customer satisfaction and provided professional customer support• Updated customer files accurately and followed regulatory, client specific, and corporate guidelines• Contributed to a positive environment, fostering strong, professional relationships with peers

• Performed analysis and data mining for 60,000 mortgage clients for JP Morgan Chase for Mortgage Remediation and Branch Optimization utilizing SQL, SAS, and Tableau • Derived data insights, determined delinquent client profiles and impacts on services such as Credit Card• Defined performance metrics to further evaluate business performance and recommendations using Tableau

• Worked in team of 5 on a Traffic Accidents Project to analyze accident traffic data and provide reports on which days of the week had the maximum traffic accidents in the City of Toronto• Developed maps in Excel of maximum traffic accident areas and presented data findings to faculty and peers