Mona E. Email & Phone Number

London, Ontario, Canada

• As a Team Coordinator, I oversee the work of 18 team members and assist in identifying gaps and opportunities for improvement. Some of my responsibilities consist of:Recognizing opportunities to improve our resources.
• Facilitate learning and development opportunities to improve team performance and meet department targets.
• Recognized for creating multiple tools and guides that helped improve efficiency and inquiry response time.
• Monitoring and managing staffing in our dedicated call center queue to ensure adequate coverage and that we are meeting our service level standards.
• Delegating work to team members and assigning work from shared inboxes to make sure client inquiries are responded to in a timely manner.
• Collaborating with department leaders to ensure we are aligned in our vision and aware of the challenges ahead.

London, Ontario, Canada

• Provided guidance to advisors on Canada Life Mutual Fund’s processes and procedures and acted as a liaison between advisors and fund companies.
• Built an ongoing relationship with advisors and external partners to help deliver exceptional customer service.
• Developed tools and process guides to reduce redundancy and increase efficiency when communicating with our dedicated advisor offices.

Ontario, Canada

• Increased customer satisfaction by providing custom tailored advice.
• Followed compliance and KYC processes to ensure TD and its clients were complaint.
• Recognized by the general manager for my efforts in increasing sales by participating in various campaigns.

Kraków Area, Poland

• Led migration project to streamline purchasing activities by transferring them from affiliates to the main service center.
• Processed invoices, issued payments, and updated vendor records in Vendor Master Data (SAP).

Stuttgart, Baden-Württemberg, Germany

• Prepared daily sales and ad hoc reports using Excel, SAP and Access to guide managerial decision making.
• Analyzed data and identified opportunities to improve sales results.
• Worked on projects to improve sales route planning efficiency for agents.

Bachelor’S Degree, International Relations And Affairs

Bachelor’S Degree, Management Science

Activities and Societies: Model United Nations Club. Environmental Club.Quantitative Analysis, Management Information Systems and Accounting