Areta Ndoci
Mississauga
Summary
Driven customer experience lead with expertise in enhancing service delivery standards, process improvement, and team leadership.
Overview
9
9
years of professional experience
4
4
Certifications
Work History
Customer Experience Lead
Scotiabank
Mississauga
11.2017 - Current
- Led customer experience initiatives to enhance service delivery standards.
- Developed staff training programs to enhance customer interaction skills and increase satisfaction.
- Implemented process improvements that streamlined customer service operations and reduced response times.
- Resolved complex customer inquiries and complaints efficiently and effectively.
- Managed customer service teams, providing coaching and guidance as needed.
- Established procedures for timely handling of customer inquiries, complaints, and requests, ensuring consistent service quality.
- Maintained confidentiality of customer information in compliance with privacy regulations.
Financial Advisor
Scotiabank
Mississauga
05.2017 - 11.2017
- Advised clients on investment strategies and financial planning options.
- Conducted comprehensive financial assessments to identify client needs.
- Developed customized portfolios aligning with client goals and risk tolerance.
- Clarified advantages and disadvantages of financial products to enhance client understanding and satisfaction.
- Monitored client portfolios to ensure alignment with goals and objectives, facilitating timely adjustments as needed.
- Engaged clients through regular communication via phone, email, or video conferencing to address financial matters proactively.
- Facilitated client meetings with comprehensive investment strategy planning.
Customer Experience Associate
Scotiabank
Etobicoke
10.2016 - 05.2017
- Assisted customers with inquiries and resolved issues efficiently.
- Educated customers on banking products and services effectively.
- Collaborated with team members to develop and implement customer satisfaction initiatives.
- Conducted follow-ups to verify customer satisfaction and address any unresolved issues.
- Utilized customer feedback to identify areas for improvement in service delivery and processes.
- Managed account updates and ensured accurate information entry.
Skills
- Customer relationship management
- Customer service
- Complaint resolution
- Customer feedback analysis
- Service delivery standards
- Process improvement
- Training program development
- Staff education and training
- Effective coaching
- Team leadership
- Client communication
- Problem-solving
- Problem-solving skills
- Attention to detail
- Professionalism
Languages
English
Professional
Albanian
Professional
Italian
Professional
Certification
Investments Funds In Canada Course.
Timeline
Customer Experience Lead
Scotiabank
11.2017 - Current
Financial Advisor
Scotiabank
05.2017 - 11.2017
Customer Experience Associate
Scotiabank
10.2016 - 05.2017