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.
• 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

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

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

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.
• 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

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.
• 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.

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.

3D Animation

High School/Secondary Diplomas And Certificates