Divya Divya Email & Phone Number

Vancouver, British Columbia, Canada

• Managing a diverse portfolio of over 300 high-net-worth clients through messages, providing tailored financial advice and resolved complex client inquiries, maintaining a client satisfaction rate of over 95%.• Acting as a subject matter expert in banking and credit products and services, providing shadowing and mentorship to juniors within the team.• Conducting in-depth market research and analysis to identify investment opportunities such as saving accounts and RRSP, GIC and mitigate risks, resulting in a 10% increase in portfolio returns for clients.• Consistently exceeded quarterly sales targets by 20%, generating over $2 million in new business revenue annually.• Continuously pursued professional development opportunities, including industry certifications and training programs, and in progress to complete the CIFC Course to stay abreast of industry trends and best practices.

Canada

• Provided personalized financial advice and banking solutions to over 200 clients on calls every week, assisting them in achieving their financial goals and objectives.• Successfully onboarded and managed new client accounts, resulting in 20% increase in total client base within the first year.• Recognized as a top performer within the organization, receiving quarterly (Q4) awards for outstanding sales performance and client service excellence.• Exceeded quarterly sales targets by 15%, generating over $500,000 in new account deposits, and product sales annually.• Maintained accurate client records and documentation in compliance with regulatory requirements and internal policies

Winnipeg, Manitoba, Canada

• Processed an average of 100 transactions daily, including deposits, currency exchange and foreign transactions, withdrawals, and account inquiries, totalling approximately $50,000 in transactions per day.• Balanced cash drawers daily, handling an average of $10,000 cash and maintaining 100% accuracy in cash handling and reconciliation procedures.• Coached to 4 new hires in the team to informed them about product updates, process improvements, and industry trends, resulting in a 15% increase in product knowledge and service quality• Assisted customers with account inquiries, account maintenance, and online banking services, resolving an average of 20 customer issues daily with a satisfaction rating of over 95%.• Assisted with branch administrative tasks, including filing, document preparation, and data entry, contributing to a 10% improvement in branch efficiency.

Winnipeg, Manitoba, Canada

• Conducted regular audits of a call recordings over 10 calls and 4 side by side with the agents on daily basis maintaining a 98% accuracy rate in quality evaluations. • Provided ongoing training and support to frontline agents on quality assurance standards and best practices, resulting in a 30% decrease in customer complaints.• Participated in calibration sessions with supervisors from US team, and managers, ensuring consistency and alignment in quality evaluation processes• Collaborated with training and operations teams to develop targeted coaching plans for agents, leading to 20% increase in first-call resolution rates.

Winnipeg, Manitoba, Canada

• Provided technical support to over 100 customers daily via phone, resolved their technical issues, including software troubleshooting, network connectivity problems, and hardware diagnostics and training for new features.•Utilized CRM software to log and track customer interactions, maintaining detailed records of each support ticket and resolution.• Met and exceeded key performance indicators (KPIS), including first call resolution (FCR) rate of 85% and average handling time (AHT) of under 10 minutes.

Winnipeg, Manitoba, Canada

• Achieved an outstanding customer satisfaction rating of 95% through consistent delivery of service and proactive resolution of member concerns, fostering strong relationships and loyalty.• Processed an average of 30 loan applications per month, resulting in approvals totalling over $100,000 showcasing a strong ability to assess and qualify members for various financial products.• Maintained records of member interactions and transactions within the CRM system, ensuring accuracy, compliance, and the ability to provide seamless follow-up support.

Indian

Human Resources Management

Training and Development, Leadership, Employee Engagement and Retention

Master Of Arts - Ma (English)

Bachelor Of Education - B.Ed

Bachelor Of Arts - Honors Public Administration