April George
Eastern Passage,Canada
Summary
Dynamic and results-oriented Customer Care Manager, with a proven track record in team leadership, strategic planning, and organizational excellence. Adept at empowering employees to excel independently while meeting customer needs and driving exceptional performance metrics. Recognized as a diligent mentor and trainer with outstanding management skills, fostering high performing teams and delivering innovative solutions to achieve business goals.
Overview
10
10
years of professional experience
Work History
Chair, Flourish Committee
Scotiabank
09.2023 - Current
- Created a strategic plan and structure to refresh the Employee Engagement Committee for the Halifax Client Experience Center
- Led a group of 4 leads, and more than 20 Employee Influencers to support and create employee engagement initiatives
Manager, Customer Care
Scotiabank
09.2016 - Current
- Best of the Best – Cultural Catalyst winner Fiscal 2024
- Led team of 15-20 direct reports, boosting productivity through performance monitoring and motivational approaches
- Increased customer retention and satisfaction by closely monitoring team performance and coaching to these behaviours
- Significantly Exceeded rating F’22, F’23, F’24
- Site lead for ECMS project, demonstrating effective leadership through change
Peer Coach
Scotiabank
07.2015 - 09.2016
- Provided coaching for up to 30 new employees in providing excellent customer service to callers, creating operational efficiencies to ensure meeting all requirements of the Customer Service Representative role
Staff Development Officer
Scotiabank
09.2014 - 06.2015
- Facilitated training for new employees to the Contact Centre with a focus on providing excellent customer service and ensuring they were protecting the customer and the bank
- Facilitated training of existing staff in multiple sites for new skills; such as day to day banking, Revolving Credit, Branch Assist, Investments, Mortgages and Loans
- Facilitated training of the new CEM model to Halifax Site to ensure we were creating memorable customer experiences and authentication
- Created new training workbooks for Investment training
Education
Bachelor of Arts - Psychology
Saint Mary's University
Halifax, NS01.1999
High School Diploma -
Guysborough Municipal High School
GuysboroughSkills
- Coaching and Talent Development
- Highly Creative
- Customer Centric
- Problem Solving
- Results Driven
- Team Player
- Detail-oriented
- Verbal Communication
- Written Communication
- Motivation techniques
References
Available upon request.
Timeline
Chair, Flourish Committee
Scotiabank
09.2023 - Current
Manager, Customer Care
Scotiabank
09.2016 - Current
Peer Coach
Scotiabank
07.2015 - 09.2016
Staff Development Officer
Scotiabank
09.2014 - 06.2015
Bachelor of Arts - Psychology
Saint Mary's University
High School Diploma -
Guysborough Municipal High School