BADEEL BELAL
Barrie,ON
Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
16
16
years of professional experience
Work History
Manager – Canadian Kennel Club
Toronto, ON
Toronto, Canada
11.2021 - 07.2023
- Effectively Lead a Team of CSRs to achieve and exceed business KPIs while maintaining top employee engagement
- Influence transformational business decisions on significant projects by providing in-depth analysis and sharing key insights to ensure project success
- Document staff interaction and provided constructive feedback during one-on-one coaching
- Create a client first culture within the team that aligns with the organization’s promise
- Nurture team spirit by encouraging staff to work together and ensure an appropriate communication process is in place to facilitate information sharing
- Develop and provide accurate information to be posted on our company website
- Reviewed data to identify and remove obstacles to help prevent risk errors in team performances through daily one on one coaching and team huddles
- Meet with the executive team on a regular basis to discuss staff and department performance
- Support and mentor team members through knowledge sharing, collaboration and effective problem-solving
- Handle client complaints and escalations by resolving the issue in timely manner & advocate for changes based on customer feedback
- Identify areas of potential improvement and provide operational insight to support project goals & strategies for betterment.
Team Leader – Alphanumeric/GSK Pharmaceutical
Montreal, QC
Montreal, Canada
04.2021 - 09.2021
- Provided direction and mentoring daily for all Remote Analysts
- Work collaboratively as part of the remote global support team
- Nurtured a strong team spirit among staff to work together towards organizational goals
- Conducted daily Calibration session on various procedures to ensure consistency amongst the teams and ensure an appropriate communication process is in place to facilitate information sharing
- Responsible for improving business performance and mitigating risk by gleaning key insights from in depth reporting and analysis
- Created action plans during one-on-one coaching and followed up on progress
- Meet with executive team on regular basis to ensure all employees are continuing to perform as expected.
Manager – CIBC
North York, ON
North York, Canada
12.2015 - 02.2021
- Consistently achieved productivity, revenue, compliance and client targets across multiple channels
- Successfully led a high performing team of 20 Financial Service Representatives
- Recognized for multiple monthly, quarterly and annual awards for outstanding leadership and Balance performance in key metrics
- Nurture team spirit by encouraging staff to work together and ensure an appropriate communication process is in place to facilitate information sharing
- Reviewed data to identify and remove obstacles to help prevent risk errors in team performances through daily one on one coaching and team huddles
- Met with executive team on regular basis to discuss staff and department performance
- Conducted daily presentations on various sales techniques and AML procedures to ensure consistency amongst the team
- Documented one on one coaching, discussions, and observations in an organized file to be used for following up and regular reviews
- Handled client complaints and escalations by resolving the issue in a timely manner
- Regularly planned coverage for weekends and holidays and lead the site as the only manager on duty by supporting 60 Financial Service Representatives at once through various workplace management systems
- Managed highly confidential and sensitive matters such as delivering disciplinary letters and conducting termination meetings
- Led extracurricular activities such as employee appreciation and run for the cure as part of social and community committee
- Liaison with other departments to Identify and create action plan on areas of potential improvement.
Progress Leader – CIBC
North York, ON
North York, Canada
02.2015 - 12.2015
- Created site incentive to establish a fun, energetic environment and meet department goals
- Identified and communicated areas of opportunity on an ongoing basis among other progress leaders and team leaders
- Recognized for outstanding leadership and teamwork showcased around the site
- Presented performance trends and coaching plans of new hires to senior leadership
- Facilitated classroom training for new hires to enhance skills and learning experience
- Documented staff interactions and provided constructive feedback
- Provided on-the-job training to newly hired reps to ensure great client experience is exceeded on every call
- Assisted in the hiring and onboarding process by conducting interviews and extended job offers.
Financial Services Rep – CIBC
North York, ON
North York, Canada
01.2012 - 02.2015
Financial Service Rep – TD Canada Trust
Markham, ON
Markham, Canada
03.2011 - 12.2011
Account Manager/SME–Vonage Canada
Toronto, ON
Toronto, Canada
04.2007 - 06.2009
Education
Skills
- Operations Management
- Performance Management
- Staff Development
- Business Administration
- Policy Implementation
- Sales Techniques
- Project Management
- Verbal and Written Communication
- Schedule Preparation
- Complex Problem-Solving
- Staff Management
- Negotiation
- Customer Relationship Management (CRM)
Qualifications Summary
Effective leadership with 8 years of management experience in leading a large and high performing team in a client focused environment. Excellent organizational and project management skills, including the ability to manage simultaneous projects. Adept teaching and coaching skills gained by facilitating training groups and conducting one-on-one coaching with staff to achieve high performance levels. Experience in leading remote staff that are geographically separated. Effective communication skills through people management and customer service, ability to effectively conduct presentations and influence internal & external teams. Proficient in Microsoft & Google application suite, experienced in various CRM platforms such as SAP, Interact & Salesforce. Strong analytical thinking, problem-solving and negotiation skills, including familiarity with analyzing reports and deriving insights from data. Strong Human Resources professional with commitment to exceptional quality. Bilingual, fluent in speaking, reading, and writing Farsi & Urdu.
Affiliations
- Volunteer for annual fundraising for Run for the Cure 2017-2021
- Volunteer for Food drive at The Church of the Epiphany 2022-2023
Accomplishments
Quarterly Achiever recipient at CIBC and nominated for Annual achiever 2016
Languages
Farsi
Professional
Urdu
Professional
Timeline
Manager – Canadian Kennel Club
Toronto, ON
11.2021 - 07.2023
Team Leader – Alphanumeric/GSK Pharmaceutical
Montreal, QC
04.2021 - 09.2021
Manager – CIBC
North York, ON
12.2015 - 02.2021
Progress Leader – CIBC
North York, ON
02.2015 - 12.2015
Financial Services Rep – CIBC
North York, ON
01.2012 - 02.2015
Financial Service Rep – TD Canada Trust
Markham, ON
03.2011 - 12.2011
Account Manager/SME–Vonage Canada
Toronto, ON
04.2007 - 06.2009
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