Client complaints and disputes, seniors/vulnerable clients red flags, account appropriateness red flags, QWM employee trade clearance, continuing education tracking.

•Greeted customers warmly, taking customer orders in-store and over the phone•Handled customer concerns and complaints by proactively understanding the situation, staying calm and providing the necessary solution •Operated POS cash register when accepting payment for orders and returning change, handling 100+ transactions on average daily •Reconciled money in cash drawers and other payment terminals to ensure the amount is correct at the end of shift•Developed reputation for prompt, efficient service with high level of accuracy, being the “go-to” person for questions about anything•Maintained thorough knowledge of store merchandise, and responsible for making sure daily operations run smooth and efficiently•Implemented new customer service strategies successfully, increasing total company profit by $35,000 within 5 years

-Assisting Questrades Client Services leadership team with any escalated interactions via phones making sure to follow-up with the client ultimately being the last point of contact until all disputes/concerns are fully resolved. -Drafting due diligence reports regarding ongoing cases for management to get their opinion on how to proceed with certain cases as well as requesting confirmations on final verdicts to be provided to clients. -Investigating client concerns by reviewing historical services tasks on Qoffice, client account activity, client interactions with Questrade etc. -Liaising with multiple departments and contacts within Questrade, using instant messages/emails/services tasks to gather information depending on how time sensitive the client case is. -Recognized for maintaining a 80% or above client interaction quality score allowing me the opportunity to meet with leadership members of multiple departments including the Director of CSS, Senior Manager of Fraud, Supervisor of Trade Desk, and Supervisor of Quality Coaching.-Staying organized by documenting client interactions, documenting investigation findings & results, for record keeping and reporting purposes.

- Effectively and efficiently managed each client interaction from first contact to resolution;-Managed multiple inbound/outbound client support channels (i.e. phones, email, live chats, in-person) -Became a subject matter expert on Questrade products and services;-Identified sales leads and referred clients as necessary-Assisted clients in monitoring and managing accounts, over the phone;-Provided technical support to clients on Questrade’s various trading software platforms;-Resolved client problems in a professional manner, escalating issues as required;-Kept current on Questrade’s products, services, programs, policies and procedures;-Participated in team meetings and workshops.

•Delivered exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances.•Worked on location answering inbound and making outbound calls to customers •Negotiated with and assisted customers with correct payment resolutions on one or multiple Credit Cards.•Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.•Performed targeted collections on past due accounts aged over 1-7 months old.•Consistently met and surpassed target revenue of $30,000 for the day; nominated for monthly incentives for meeting targets and exceptional customer service

•Assisted customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.•Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.•Checked to ensure that appropriate amendments were made to resolve customer problems.•Resolved customers billing or service complaints by performing activities such as exchanging items, refunding money, or adjusting bills.•Determined charges for products and service; collected deposits, payments, or arrange for billing.