Melyssa Paredes Email & Phone Number

Calgary, Alberta, Canada

Obsessed with providing a WOW experience for customers when assisting with account, Mastercard and online inquiries.Promptly and effectively provide exceptional customer service.Go beyond the transaction to dive deeper into each customer story to deliver a memorable experience with innovative solutions.Analyze data, cues and actively listen to provide the best one-and-done solution for my customer.Apply knowledge and experience in banking to mitigate potential risk while transacting on client accounts.Effectively manage high call volumes, whilst engaging with clients and providing complete and accurate information.Adapt to change in our processes/ systems by staying organized and remaining nimble.

Calgary, Alberta, Canada

Engaged with team members to work collaboratively to provide support and solutions for customers.Collaborated with team members to quickly resolve customer concerns with appropriate action, taking into account the best interest of the client and the business.Assisted with high-stress, high-risk interactions such as the emergency line, customer escalations, and potential fraud interactions.Consistently evolved with processes in order to advise team members accordingly, make tough decisions and implement creative solutions.

Calgary, Canada Area

Dedicated to creating a remarkable customer experience by acquiring, deepening and retaining client relationships.Met with clients to understand their needs and priorities to provide solutions and a proactive financial plan.Met and exceeded performance goals.Reviewed and maintained client files daily, ensuring they were accurate and compliant.Assisted with daily branch operations such as daily reports, file audits, cash counts and frontline customer transactions.

Utilized strong communication skills to collaborate with team members to ensure seamless client interactions.Provided superior quality, effective support to frontline team members.Worked closely with team leaders to identify skill gaps and assist with coaching team members.Identified opportunities to revamp day to day processes, making banking work for clients and team membersHelped train and implement changes to processes, policy and procedures..Led new team members who transition from the classroom to taking calls in the call centre.

Confidently provided accurate, quality, and caring customer services in an effective manner.Exceeded established team and individual goals.Provided needs-based product suggestions to clients.Displayed good judgement when making monetary refunds that exceeded guidelines, but were in the best interest of the client and ATB.Participated in monthly huddles to provide insight and help cultivate growth and transformation within the organization.