Directly interfaced with clients for servicing, retention initiatives, and investor communications in English and French. Interactions resulted in significant operational improvements and client satisfaction.Appointed bilingual resource for sales, legal and marketing departments for various ad hoc translations and proofreading tasks. Efforts allowed for faster turnaround time for dozens of critical client materials per month.Investigated escalated issues from both clients and sales team. Resolved across various departments, improving average client experience rating to top 10% of company metric.Advised Senior Mgmt. of all developments that may warrant immediate attention or action. Improved business unit’s response time for pool of 200 clients.Identified opportunities arising from client interactions and referred them to the sales team, resulting in consistent sales target achievement for wholesaler coverage group.Reviewed legal and marketing documents to detect and markup for any typographical, grammatical or consistency errors resulting in significant decrease in client complaints year over year.Serviced all written customer correspondence in French and English as required. Turnaround times increased from 74% to 100% of allowable service level.Created and distributed recurring and ad hoc reports to advisors and internal partners which allowed for more timely decision making.Co‐ordinated all client mailings and marketing campaigns. Managed mail outs for pool of 200 clients successfully.

Provided administrative, client servicing and translation services as required to support business owner.Managed payroll, expense tracking, and various administrative duties keeping business operating efficiently and reducing tax burden by $41,000.Analyzed large amount of data and summarized findings in concise manner meeting demanding scheduling.Exercised high level of attention to detail and ability to produce executive ready reports resulting in successful client retention initiatives.

Senior Bilingual Customer Service Representative (Sept 2006 to Dec 2010)Bilingual Client Representative (June 2003-Sept 2006)Client Operations Associate (March 2002-June 2003)Account Service Associate:Co-op Placement in Registered Products(January 2001-June 2001)Answered varying levels of complex inquiries from investment advisors and direct clients in a bilingual environment promoting clientsatisfaction.Maintained a consistent and superior client experience. Proactively identified opportunities to improve service and client satisfaction goals resulting in client retention improvement.Managed projects of varying degrees of difficulty. Managed expectations of stakeholders and delivered consistent, timely results.Provided superior interpersonal and communication skills across departments. Consistently evaluated in category at top of tier for pier group.Responded to report inquiries as a subject matter expert successfully on new product launches fielding 1000+ interactions over a 3-month period.Consistently adhered to established processes and compliance guidelines decreasing department error rate on financial transactions by 25%.