Angela Stone
Toronto,ON
Summary
Seasoned Quality Process Auditor with 23 years of experience supporting Mortgage sales departments through careful designed evaluation of sales calls. A collaborative team player with a high degree of emotional and social intelligence who can easily build rapport with colleagues and clients. A self-starter who enjoys working in a dynamic, high volume environment with demonstrated ability to work independently while managing a varied and diverse workload.
Overview
24
24
years of professional experience
Work History
Quality Process Auditor
CIBC
12.2003 - Current
- Assess and analyze mortgage sales conversations to ensure they comply with Federal Government requirements
- Identify issues of non-compliance and share results with management delivering in non technical terms to facilitate understanding
- Completed timely monthly reports highlighting deficiencies and recommending corrective actions.
- Educated and oriented employees to improve compliance with mortgage rules and guidelines using powerpoint presentations.
- Monitor changes in mortgage lending rules and train the sales team on those changes
- Research and implement best practice to improve audit results
Call Centre Specialist
CIBC
12.1999 - 11.2003
- Inbound call centre specialist taking calls for 3 lines of business: CIBC Mortgage Servicing, Mortgage Advancing and Mortgage Underwriting.
Education
Business Fashion
George Brown College
Toronto, ON1999
Environmental Science
Georgian College of Applied Arts And Technology
Barrie, ON1997
Skills
- Computer literacy including Microsoft Office
- Excellent Interpersonal skills including working in a collaborative environment, both oral and written
- Superior communication skills,
- Exceptional organizational and multi tasking skills with ability to work in a fast paced environment
Volunteering
Daily Bread Food Bank
- Mobile food bank food box packing
- Neighborhood grocery pick up to help stock shelves at the main food bank
Toronto Shelters
- Volunteer at Haven a mens soup kitchen serving warm lunch
- Volunteering at Youth long term shelter sorting clothing and food
- Served hot lunches and provided clean clothing at the Kensington Market shelter
Easter Seals
- Attended several on-air telethon events to raise money for Easter Seals
Timeline
Quality Process Auditor
CIBC
12.2003 - Current
Call Centre Specialist
CIBC
12.1999 - 11.2003
Business Fashion
George Brown College
Environmental Science
Georgian College of Applied Arts And Technology
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