Arushi Arora Mehta
Brampton,ON
Summary
Dynamic leader with a proven track record at CIBC, enhancing customer satisfaction and streamlining operations. Excelled in project management and relationship building, achieving an 80% increase in funding solutions. Skilled in Microsoft Office and adept at fostering team growth, I bring over 5 years of customer service excellence and impactful leadership.
Overview
8
8
years of professional experience
Work History
ITR- Identity Fraud Manager
CIBC
Toronto, Ontario
07.2022 - Current
- Managed risk by developing and implementing effective risk management strategies.
- Analyzed business performance data and forecasted business results for upper management.
- Provided leadership during times of organizational change or crisis situations.
- Directed recruitment, hiring, and training of new staff members.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Team Leader/Onboarding Leader
CIBC
Toronto, ON
08.2020 - 06.2022
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Documented counts and sorted finished work to promote easy access for shipping or additional processing.
- Optimized customer support by establishing collaborative service environment.
- Cross-trained and provided back up for customer service managers.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Set up and calibrated machinery to meet specific production requirements and meet desired tolerances.
- Planned, managed and directed daily board operations to increase revenue and reduce costs through P&L analysis.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Maximized efficiency by removing safety hazards and debris from work areas.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Customer Solutions Manager
CIBC
Toronto, ON
06.2019 - 07.2020
- First point of contact for escalation and guidance among cross functional departments.
- Conflict resolution within 5 business days.
- Trained new hire managers, reducing department handle time 85%.
- Designate team member to lead and train colleagues on new project/operational implementations.
- Reviewed and analyzed personal and business credit applications for credit lines up to $500k.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Financial Service Representative
CIBC
Toronto, ON
08.2018 - 06.2019
- Created exceptional client experience by proactively engaging with clients.
- Actively identified opportunities to deepen client’s relationship with CIBC.
- Demonstrated benefits and encouraged clients to use alternate ways to bank such as Bank Machines, Telephone Banking, Mobile and Online Banking.
- Resolved client problems quickly and/or refer to colleagues as appropriate.
- Worked accurately and efficiently in multi-tasking environment in order to balance cash, credits and other monetary transactions.
- Acted as liaison between customers and funders to increase overall funding by 80% and remove financial roadblocks
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances
Customer Service Representative
CIBC
Toronto, ON
05.2017 - 08.2018
- Top performer in sales averaging $200 above daily target.
- Held greatest amount of client satisfaction results among peers.
- Handled clients with questions pertaining to credit card servicing.
- Assigned subject matter expert to lead team meetings regarding process review.
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Technical Support Representative | Ecobee
Ecobee
Toronto, ON
01.2017 - 05.2017
- Act as the first point of contact for Ecobee customers by phone and e-mails.
- Ensure Ecobee customer’s happiness by resolving technical/non-technical inquires.
- Support a wide range of customers, including end users of products.
- Act as a key contributor to the Customer Support Team while making a meaningful impact to the success and growth of business.
- By implementing cost-saving initiatives that addressed long-standing problems
- Led projects and analyzed data to identify opportunities for improvement
Education
B.H.S - Health Informatics
York University
Toronto, ON04.2019
Diploma - LeaderShape
York University
Toronto, ONSkills
- Microsoft Office and Project
- Professional experience in various CIBC systems
- 5 Years of customer service
- Team leadership and coaching
- Leadership and teamwork
- Human resources team leadership
- Employee onboarding
- Project management
- Operations management
- Relationship building
Additional Information
- ACHIEVEMENTS
- Awarded Client Champion
- Led projects with CIBC to maintain client relationship, new systems and enhancing ITR department with new policies
- Onboarding new classes within department
- Facilitated classes
Timeline
ITR- Identity Fraud Manager
CIBC
07.2022 - Current
Team Leader/Onboarding Leader
CIBC
08.2020 - 06.2022
Customer Solutions Manager
CIBC
06.2019 - 07.2020
Financial Service Representative
CIBC
08.2018 - 06.2019
Customer Service Representative
CIBC
05.2017 - 08.2018
Technical Support Representative | Ecobee
Ecobee
01.2017 - 05.2017
B.H.S - Health Informatics
York University
Diploma - LeaderShape
York University
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