Summary
Overview
Work History
Education
Skills
Languages
Volunteer Experience
References
Timeline
Generic

Anastasia Surayev

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7
7
years of professional experience

Work History

Everyday Banking Advisor 3

ATB Financial
11.2023 - Current


  • Strengthened customer relationships through timely follow-ups and proactive communication.
  • Improved branch sales performance by cross-selling various banking products and services.
  • Enhanced customer experience by addressing inquiries, resolving issues, and providing prompt assistance.
  • Conducted comprehensive financial reviews to identify clients'' needs and recommend appropriate solutions.
  • Assisted in the management of risk by adhering to compliance policies and procedures when interacting with clients.
  • Collaborated with team members to achieve branch targets and improve overall performance.
  • Provided guidance on investment options, helping clients make informed decisions to achieve their financial goals.
  • Supported branch operations by processing transactions accurately and efficiently.
  • Streamlined loan application processes for clients, resulting in quicker approvals and increased satisfaction levels.
  • Managed time effectively to handle multiple tasks concurrently while maintaining attention to detail under pressure situations.
  • Contacted prospective clients to generate new loans, deposits and business to achieve company production goals.
  • Mentored junior colleagues in sales techniques and product knowledge, fostering a collaborative work environment.
  • Acted as a Branch Manager back up in manager's absence

Everyday Banking Advisor 2

ATB Financial
10.2022 - 11.2023
  • Increased client satisfaction by providing personalized banking solutions and financial advice.
  • Enhanced customer experience by addressing inquiries, resolving issues, and providing prompt assistance.
  • Conducted comprehensive financial reviews to identify clients'' needs and recommend appropriate solutions.
  • Facilitated smooth account opening processes for new clients, ensuring accurate documentation and efficient service delivery.
  • Provided guidance on investment options, helping clients make informed decisions to achieve their financial goals.
  • Contributed to client retention efforts by maintaining a high level of professionalism and exceptional customer support.
  • Developed strong rapport with clientele through active listening skills and empathetic understanding of their financial concerns.
  • Coordinated with various divisions and departments in servicing of routine banking transactions.
  • Extended and sustained relationships with customers to maintain and grow business.
  • Developed comprehensive retirement planning strategies to help clients maximize retirement savings.

Financial Services Representative

CIBC
04.2022 - 09.2022
  • Enhanced customer relationships with personalized service and addressing individual concerns promptly.
  • Collaborated with team members to achieve sales targets and improve overall branch performance.
  • Identified opportunities to cross-sell products, resulting in increased revenue for the bank.
  • Conducted comprehensive financial analysis to identify trends and recommend appropriate investment strategies for clients.
  • Assisted clients in navigating complex financial situations, offering solutions that met their unique needs.
  • Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
  • Conducted regular reviews of client portfolios to ensure alignment with risk tolerance and investment objectives.
  • Mentored junior colleagues in sales techniques and product knowledge, fostering a collaborative work environment.
  • Assessed credit applications accurately by analyzing applicants'' financial history, income stability, and repayment capability.
  • Acted as a Branch Manager back up in manager's absence

Senior Customer Service Representative

CIBC
08.2020 - 04.2022
  • Reduced call wait times by implementing effective time management techniques within the team.
  • Mentored junior team members, contributing to their professional development and overall team success.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Proactively identified potential problems or obstacles related to customer needs before they arose.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Maintained up-to-date knowledge of industry trends and best practices to consistently deliver top-notch customer service.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Delivered prompt service to prioritize customer needs.

Customer Service Representative

CIBC
08.2018 - 08.2020
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Clubhouse Manager

Elk Island Golf Course
05.2017 - 11.2019
  • Improved employee retention through effective hiring, training, and performance evaluation practices.
  • Maximized customer satisfaction by promptly resolving issues and concerns in a professional manner.
  • Managed financial aspects of the clubhouse, including budgeting, forecasting, and expense tracking to ensure profitability.
  • Maintained high standards of cleanliness and safety within the clubhouse facilities, exceeding health code regulations.
  • Collaborated with marketing team to develop promotional materials that showcased club offerings while adhering to brand guidelines.
  • Supported membership growth through targeted outreach efforts and exceptional member experiences that encouraged referrals.
  • Demonstrated commitment to continuous improvement by attending industry conferences and seminars to stay updated on current trends in club management.
  • Created an environment of teamwork among staff members with regular recognition programs and team-building events designed to foster collaboration.
  • Established clear expectations for staff performance through comprehensive job descriptions, goal setting, and ongoing feedback sessions.
  • Maintained a safe, secure clubhouse environment in compliance with all applicable regulations and best practices for risk management.
  • Fostered a strong sense of community among members by organizing special events, gatherings, and activities that catered to diverse interests and age groups.
  • Assigned work to staff, set schedules, and motivated strong performance in key areas.
  • Trained and supervised staff to consistently meet performance goals and customer service standards.
  • Created and maintained detailed reports of daily, weekly and monthly operations.
  • Cultivated strong relationships with customers to build loyalty and repeat business.
  • Monitored budget and expenditures, keeping facility within budget.
  • Restored customer loyalty by resolving complaints with workers, activities or services rendered.

Education

Certificate - Investment Funds In Canada

Canadian Securities Institute
Edmonton, AB
02.2022

Bachelor in Finance - Financial Planning And Audit

Kharkiv University
Kharkiv, Ukraine
05.2001

Skills

  • Business Prospecting
  • Profitability Analysis
  • Portfolio Management
  • Credit Risk Evaluation
  • Analytical thinking
  • Organizational skills
  • Problem-solving
  • Relationship building
  • Business development
  • Conflict resolution
  • Time management
  • Adaptability

Languages

English
Full Professional
Russian
Native or Bilingual
Ukrainian
Native or Bilingual

Volunteer Experience

Orthodox V Charitable Organization 2013 - present

Choir member, Admin


Endurance Riders Of Alberta 2019 - present

Past treasurer, Award Director


St. Tikhon Bible Camp 2015-2018

Bible Camp Counselor



References

Joan Gray (CIBC branch manager) 

7802880767


Pat DeVry (president of Endurance Riders of Alberta)

7809169909

Timeline

Everyday Banking Advisor 3

ATB Financial
11.2023 - Current

Everyday Banking Advisor 2

ATB Financial
10.2022 - 11.2023

Financial Services Representative

CIBC
04.2022 - 09.2022

Senior Customer Service Representative

CIBC
08.2020 - 04.2022

Customer Service Representative

CIBC
08.2018 - 08.2020

Clubhouse Manager

Elk Island Golf Course
05.2017 - 11.2019

Certificate - Investment Funds In Canada

Canadian Securities Institute

Bachelor in Finance - Financial Planning And Audit

Kharkiv University

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Anastasia Surayev