Ayoush Shah
Winnipeg,Canada
Summary
Goal-oriented Customer Service and Banking Professional with over 5 years of progressive experience in customer-facing and operational roles. Recognized for leadership, digital proficiency, and a commitment to excellence in client service. Demonstrated ability to meet performance targets, coach peers, and adapt in a fast-changing financial environment. Resourceful Operations Representative adept at enhancing productivity and efficiency by streamlining operations. Excel in customer relationship management, logistics coordination, and process improvement to ensure smooth operational flows. Bring top soft skills in communication, problem-solving, and adaptability, ensuring seamless team collaboration and effective response to operational challenges.
Overview
9
9
years of professional experience
Work History
Operations Representative
RBC
Winnipeg, MB
08.2024 - 06.2025
- Enablement of advisors toward first-call resolution. Responds to inquiries regarding bank products and services via the Webex platform, using chat, screen share, or phone call.
- Enablement of new to role advisors towards effective and consistent use of support model and resources such as UFIND, PPL's and Connect Sites.
- Demonstrates expert knowledge of process, products and PPL’s.
- Ability to provide accurate, quality advice towards first call resolution. Ability to respond to in the moment inquires with effectiveness and efficiency.
- Ability to adhere to SLA agreements and advisor effectiveness towards improved client experience and first call resolution.
- As a role model and an RBC Ambassador. Ability to provide support and advice to increase advisors' skills and knowledge.
- Consistent adherence to record-keeping and performance tracking. Supported project implementation by providing essential resources and documentation.
- Monitored performance metrics to identify areas for improvement. Ability to adapt and pivot to changing work environments or role expectations.
Expert Role Model – Banking Services
RBC
Winnipeg, MB
05.2024 - 08.2024
- Acted as a peer mentor, coaching colleagues on best practices, and product knowledge.
- Delivered internal training sessions and led role-play scenarios to elevate team performance.
- Recognized for fostering a culture of excellence and teamwork.
- Engaged with clients to understand their brand vision and presentation needs.
Digital Upskilled Program Participant
Winnipeg, MB
01.2024 - 05.2024
- Completed advanced training in digital banking platforms and fintech solutions.
- Applied new technologies to improve service delivery and customer interaction.
- Developed insights on automation and user experience for banking services.
Senior Banking Advisor
RBC
Winnipeg, MB
03.2023 - 01.2024
- Led client relationship management initiatives with a focus on high-net-worth clients.
- Mentored junior advisors and supported onboarding and development.
- Achieved top-tier performance targets in lending and investments.
- Deliver an efficient and effective client experience as outlined in the Client Experience Guide and as monitored through call listening, escalations and individual client feedback
- Deliver an exceptional client experience (NPS) that ensures client needs are met by proactively providing clients with quality advice, problem resolution and prevention
- Takes ownership and resolve client concerns at first point of contact and escalates to Client Care Centre when appropriate.
- Respects the clients time by Achieving Average Handle Time (AHT), Other Not Ready (ONR) and Compliance to Schedule expectations while meeting client needs
- Acquire and Deepen Client Relationships
- Make the most of every interaction by responding to immediate needs, identifying additional needs, reviewing financial wellness (as applicable), recognizing life changes in their business (as applicable), providing advice and digitally enabling clients
- Integrate tools, calculators, resources and materials into client conversations to support advice and recommendations
- Through client discovery, provide proactive financial advice that reflects a balanced solution mix
- Winning as One RBC, win together as One RBC by leveraging partners and capabilities in the broader RBC network to match the clients' needs with the right advice to bring the full power of RBC to our clients.
- Deliver as a team to meet our clients' needs by introducing and referring them to the right partner at the right time
- Share best practices and collaborate across teams
- Leading with a Growth and Inclusion Mindset
Banking Advisor
Winnipeg, MB
09.2022 - 03.2023
- Advised clients on personal banking solutions to support financial goals.
- Delivered tailored financial services with a focus on customer satisfaction and retention.
- Promoted digital tools and services to enhance client experience.
Customer Service Manager
Walmart
Winnipeg, MB
05.2019 - 09.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
Customer Experience Associate
Walmart
Winnipeg, MB
09.2018 - 05.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments and arranging merchandise pick-up.
Customer Service Representative
OKAY Call Centre
Kolkata, West Bengal
10.2016 - 03.2017
- Resolved customer inquiries and complaints quickly.
- Drafted written correspondence and sent electronic information to customers.
- Engaged in cross-selling and up-selling activities to generate revenue.
Education
Bachelor of Arts - Business Economics
University of Manitoba
Winnipeg, MB06.2022
High School Diploma -
Taurian World School
Jharkhand05.2016
Skills
- Customer Relationship Management
- Digital Banking Tools
- Team Leadership and Mentoring
- Operational Efficiency
- Workflow Optimization
- Training & Development
- Sales and Target Achievement
- Conflict Resolution
- Time Management
- Call Center Operations
- Verbal and Written Communication
- Cash Handling and Register Operations
- Team collaboration
- Problem solving
- Operational efficiency
- Effective communication
Timeline
Operations Representative
RBC
08.2024 - 06.2025
Expert Role Model – Banking Services
RBC
05.2024 - 08.2024
Digital Upskilled Program Participant
01.2024 - 05.2024
Senior Banking Advisor
RBC
03.2023 - 01.2024
Banking Advisor
09.2022 - 03.2023
Customer Service Manager
Walmart
05.2019 - 09.2022
Customer Experience Associate
Walmart
09.2018 - 05.2019
Customer Service Representative
OKAY Call Centre
10.2016 - 03.2017
Bachelor of Arts - Business Economics
University of Manitoba
High School Diploma -
Taurian World School
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