People leader with over seventeen years of professional management experience. Exercised employees’ evaluation on a daily basis within high paced work environments such as Call Centre Operations, Telephone Banking and Customer Management Solutions, as well as Brokerage Client Services. Bachelor of Arts in Organizational Management with years of volunteering experience with “ACCES Employment” and their “Mentoring Partnership” program. Facilitated transitional support to skilled newcomers in order to establish professional networks and consequently be successful in the Canadian Labor Market.Self-Power Mentor, Personal Moderator and Self-Experience Interpreter with coaching focus on openness to experience, conscientiousness and agreeableness. 1 on 1 mentoring commitment with the goal of reaching a heightened sense of well-being; in physical, emotional and cognitive domains. Cater current goals analysis and remedy opportunities as well as reinforcement and validation of individual’s strengths and capabilities. Teach self-efficiency and self-esteem to attain self-confidence. Inspire, encourage and motivate, to enjoy life and contribute again.

Operations Manager, Client Asset Servicing Wholesale Brokerage OperationsLed diverse groups within Investment Account Transfers Department with the head count of 50+ Transaction Processing Officers including 3 Senior Supervisors (Transfers Support; Group RSP; Investment Network; Fixed Term Accounting; DHM Indexing and Validation; Service Request Team; Retail, Brokerage and PPS Estates). Engaged in several business enhancement projects such as: “SARP” (Project Charter Review), “GRS” (Group RSP System Project), “MLGIC” (Market Linked GIC Project) and “Annual Group RSP” (Process with AON Hewitt). Conducted interviews with external and internal candidates making sure that the initial learning plan is in place to support new employees’ development. Administered performance management program by measuring and monitoring achieved performance against corporate goals supported with coaching, performance direction and consistent guidance. Mitigated risks and monitored compliance to ensure that policies, procedures and controls are in place to minimize fraud, forgeries and irrecoverable losses as well as the Code of Conduct is understood and followed. In addition, worked on implementation of Processing Professional Certification Program principles to animate and challenge staff in achieving CIBC’s Corporate Vision, improve their capabilities and incorporation of PPCP applications/tools.

Senior Supervisor, Global Operations Brokerage Client Services, Registered ProductsManaged BCS Operations Team of 15+ Senior Account Officers within Client Asset Servicing division that was overseeing all CIBC Branches’ exception requests for registered products (RRSP, RIF, RESP and TFSA) to ensure that Federal and Provincial legislations are thoroughly adhered to as well as current updates applied to all processing requests. Sustained an exceptional relationship with business partners (Wood Gundy, Investor’s Edge, Imperial Investor Services and Investor Services Inc.) and a number of internal CIBC line of businesses including BRSS, Product Management/Advisory Solutions, CIBC Trustee, SOC, Account Transfers, Compliance, etc. Forecasted seasonal number of requests based on historical data, managed conflicting priorities by allocating volumes through internal management systems (GOW and SRM) and trained additional seasonal staff including restructuring resources within Brokerage Client Services. Identified knowledge and performance gaps on the individual/Team level and addressed them by organizing additional trainings, recognizing trends and following up with learning milestones.

Team Leader, Telephone Banking Cultivated the consistent level of world class delivery for Telephone Banking services. Managed a team of 13+ Financial Service Representatives that was steadily exceeding clients’ expectations and customer experience criterions. Developed and communicated Team’s monthly/quarterly plan. Implemented pertinent actions to ensure targets’ clarity and alignment with CIBC's business goals, corporate strategy, values and vision. Provided coaching daily on how to: identify client needs, overcome customers objections while striving for agreement on the solution, exercise different sales techniques, promote product benefits and ensure that additional sales opportunities are identified as well. Created positive employee experience by building team capability with staff motivation and recognition based on their performance and professional achievements.

Team Leader, RetentionManaged an outsourcing retention Team of 25+ associates for premium US Client (United On Line) including Internet Service Providers such as Juno, Net Zero and Blue Light. Instrumental in monthly target negations with the Client and committed in achieving clients’ save rate. Maintained targets within service level agreements and abandonment rate for the inbound operations. Facilitated agents’ skills and efficiency development by providing a real time feedback and guidance.

Team SupervisorManaged, monitored and coached a team of 30+ agents for the Inbound (Videotron - Cable/Internet support) and Outbound Clients (RBC and CIBC – card activation support). Supervised staff performance and attendance issues by providing scheduled and ad hoc feedback sessions.

Team Supervisor Supervised, monitored and coached a team of 20+ agents conducting an AT&T Broadband consulting engagement for US and Canadian customers. Managed department operations to meet service level agreements. Maintained employee records, monitored payroll and resolved performance issues. Supervised the performance of Call Centre communication tools.

Technical/Help Desk Support Specialist Provided technical solutions to one of the premiere Internet Service Providers in Canada and US (AT&T). Assisting customers with PC/Mac software, relevant Internet browsers and various applications and connectivity issues.

Customer Service Specialist (Inbound and Outbound) Conducted account maintenance and customer care solutions for existing and new AT&T Canada Long Distance customers. Proactively identified clients’ needs by actively listening and understanding their calling habits. With “needs based selling” approach, educated and advised prospective AT&T customers regarding the product quality and service benefits.