Yvonne Brine Email & Phone Number

Moncton

Bilingual Manager of the Client Solution Lead team at Tangerine Bank. I am accountable for managing the performance, quality, and productivity of our supervisors. Assisting in maximizing client satisfaction in escalated matters and meeting/exceeding the goals of our Service and Sales department. We are responsible for continuously enhancing the client experience and building customer loyalty through the delivery of best-in-class Customer service. Assisting in driving the business forward by finding creative solutions to difficult problems, perform investigations into client issue, assist our Client Resolution Group with difficult situations that risk going to the Ombudsman.• Lead a team of 10-15 Supervisors to exceed performance standards and provide world class customer satisfaction• Create targets, metrics, bonus structure and shifts structure for the team• Responsible for the development, coaching and performance management of supervisors within the team specific to these areas: Productivity, quality and overall customer experience• Motivate and inspire the team to provide an exciting, educational and rewarding work environment• Support supervisors with technical & procedural knowledge as well as the handling of escalations and customer complaints• Work closely with peers and other service center groups to effect changes and enhancements in a seamless manner and to ensure consistency across all teams• Responsible for overseeing the “on-the-job training” portion of new hire training• Manage individual team and shared team budget components• Responsible for leadership and stewardship of Tangerine policies and goals and adherence to the same• Collaborate with Workforce Management to ensure service levels are achieved• Ensure awareness and compliance to the Business Continuity Planning (BCP) procedures• Share the Management on Duty (MOD) responsibility with the peer group and provide floor support when necessary

Moncton

•Lead a team of 15-20 Direct Associates to achieve/exceed sales and customer satisfaction results to provide an outstanding client and visitor experience•Responsible for the development, coaching and performance management of Associates within the team specific to these areas: Sales, productivity and overall customer experience•Provide Sales forecasts to the Leadership Team that have an accuracy -/+ 10%, based on monthly goals•Utilize Quality Monitoring techniques and any supporting data to coach and support excellent Associate performance and assist in the ongoing needs analysis of the development of Associates•Support team by way of technical and procedural knowledge as well as the handling of escalations and customer complaints•Motivate team and inspire the team to provide an exciting, educational and rewarding work environment•Work closely with peers and other service center groups to effect changes and enhancements in a seamless manner and to ensure consistency of message across all teams•Manage individual team and shared team budget components•Responsible for leadership and stewardship of Tangerine policies and goals and adherence to the same•Spend a minimum of 1.0 hour each month taking calls for the purpose of staying close to client feedback•Collaborate with Workforce Management to ensure service levels are achieved•Ensure awareness and compliance to the Business Continuity Planning (BCP) procedures•Share the Management on Duty (MOD) responsibility with the peer group and provide floor support when necessary•Hire and terminate Associates, as required

Moncton

•Responsible for taking real time Deposit and Lending inquiries from front line phone, email, chat, and social media staff through the CSL Inquiry queue and other contact methods.•Provide real-time support for Deposit and Lending escalated issues from front line phone, email, chat, and social media staff through the English and French escalation queues as well as other contact methods.•Conduct investigations and resolve escalated problems by liaising with internal/external resources (i.e. Lending, OPS, etc)•Assist in the hiring process of CSLs when required•Responsible for the orientation/incubation of a new hire group from classroom training into real time calls which include administering weekly Quality Monitoring, Quiz’s and reports. (for both Mortgages and Deposits)•Assist in ongoing training, coaching and development of front line staff through day to day contact via calls through the CSL queue’s•Responsible for validating and authorizing exception transactions across the Bank, to ensure integrity and client satisfaction•Assist in providing management support in the call centre in the absence of the Manager on duty (MOD)•Maintain relationship and contact with assigned departmental representatives (i.e. Operations)•To prepare, on request, Balance of Account letters, completion of bank verification forms, and various types of indemnity forms.•Conduct call reviews for coaching and investigation purposes•Responsible for conducting, following up and liaising with Telus for Tangerine Chequing bill payment investigations•Responsible for conducting ABM investigations •To assist with ABM compromised card related investigation in the absence of the FEC department. •Responsible for handling calls from Power of Attorney’s in order to conduct transactions on behalf of the client.•To carry out account corrections or set up when necessary

Moncton

The Bilingual Mortgage Specialist develops and maintains strong relationships with clients by identifying client needs and proposing the best lending options. This role provides proactive services and aims to increase the revenue generated through the lending pipeline as well as provides general maintenance of the Lending and Deposits products suite.Responsibilities:•Answer incoming Call Center calls from current or potential Tangerine clients •Gather all relevant details and be adept at discussing all aspects of a Mortgage application, fulfillment and funding for both incoming calls and call-backs•Function as a Call Center resource in order to assist with specific questions or issues concerning mortgage policies and procedures•Demonstrate effective call control and use of soft skills with each call•Adhere to Quality Service standards in order to maintain and exceed pre-determined service levels while maintaining a ‘One and Done’ approach•Be fully knowledgeable and stay current with respect to all Tangerine products, services, policies and procedures•Commit to on-going mortgage training and development, complete Credit School online modules•Effectively service and cross sell Tangerine Lending, Deposits and Chequing products and services•Meet and exceed individual and team sales objectives that support the Service & Sales team•Proactively offer guidance to clients in order to maximize retention •Ability to have financial coaching conversations with clients•Contribute positively to the team effort with ideas, suggestions and actively participating in team meetings and discussions•Contribute to the overall effectiveness of the Call Center as a whole

Moncton

The Bilingual Savings Specialist is responsible for converting visitors into clients through effectively selling Tangerine daily banking products to potential clients. This position handles inbound Deposits acquisition calls from visitors and provides prompt, courteous, accurate information about Tangerine’s products and services while maximizing revenue opportunities. This position will also have an element of outbound re-solicitation as a tool for increasing conversion of prospect to client. Responsibilities:•Answer all incoming acquisition inquiries in a consultative and knowledgeable manner in order to identify and quickly assess the best products to meet the clients needs. •Increase revenue by maintaining/exceeding the conversion ratio target and effectively selling Tangerine’s deposit services to visitors.•Achieve/exceed monthly service and sales targets for new client acquisition.•Cross sell products when appropriate •Ensure all customer contact information is documented accurately and immediately.•Perform other post call processing tasks associated with incoming sales calls such as making outbound re-solicitation calls to ensure maximum close ratio.•Achieve/exceed quality standards while servicing our existing Clients

Moncton

Worked as an inbound customer service representative in a fast paced customer service environment. Main responsibilities are to provide billing information, basic troubleshooting, adding and removing features on the customers cell phone, changing price plans, answering general inquires and maintain strong customer relationships. Other responsibilities above my regular duties include regular floor walking to support newer peers on the floor and also one on one coaching with peers experiencing difficulties adapting to the role.

3D Animation

High School/Secondary Diplomas And Certificates