Barbara Merrick
Vancouver,BC
Summary
Dynamic and passionate professional specializing in customer service, developing customer relationships, and account management. Dedicated to establishing long-term relations with customers to build trust and decrease account closure rates. Adept at determining customer needs to recommend appropriate products on a client-by-client basis. An enthusiastic leader with strong organizational abilities and excellent verbal and written communication skills. Detail-oriented and collaborative team player with the ability to handle multiple projects simultaneously with a high degree of accuracy and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Personal Banker
Bank Of Montreal
01.2023 - Current
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Enhanced client retention with proactive follow-ups and timely resolution of customer issues and concerns.
- Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Collaborated with branch team members to achieve monthly sales targets and improve overall financial performance.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Utilized customer relationship management software such as Customer Connect, Needs Navigator, Investor Profiler, and BBX (BMO Business Client Platform) to provide accurate and professional customer service.
Customer Service Representative
Bank Of Montreal
02.2022 - 01.2023
- Resolved customer complaints with empathy and understanding, consistently finding satisfactory resolutions for both customers and the company.
- Assisted customers in navigating company website and online banking platform improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentorship to new hires contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Identified customer issues and determined root cause of problems to resolve product or service complaints.
Front End Manager
Russell Books Ltd.
09.2008 - 03.2020
- Resolved customer complaints promptly, reinforcing the company's commitment to exceptional service standards.
- Set high-performance expectations for employees emphasizing the importance of teamwork resulting in achieving shared goals.
- Established strong and collaborative relationship with company management team, working closely to plan and execute seasonal promotions and events.
- Coached employees on effective methods for handling various aspects of sales, complicated issues, and difficult customers.
- Established a definitive and clear roadmap to help company achieve overall goals.
- Used industry knowledge, customer service skills and analytical approach to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented successful training program resulting in faster onboarding and increased retention rates.
- Instrumental in promoting brand awareness and public engagement by developing and implementing effective social media strategies.
- Organized and planned events such as live reading sessions or product launches on various social platforms directly engaging audiences.
Education
Bachelor of Arts - Sociology
University of Victoria
Victoria, BC12.2013
Culinary Arts Certificate - Culinary Arts
North Island College
Courtenay, BC04.2005
Skills
- Relationship Building
- Opportunity Identification
- Customer Satisfaction
- Relationship Management
- Collaborative and Team Player
- Strong Organizational Skills
- Client Retention
- Problem Solving
- Conflict Resolution
- Excellent written and verbal communication skills
- Proficient with Microsoft Word and Powerpoint
- Familiar with Salesforce software
- Fast learner with strong capabilities in learning new programs and software
- Type 75 WPM with high accuracy
Timeline
Personal Banker
Bank Of Montreal
01.2023 - Current
Customer Service Representative
Bank Of Montreal
02.2022 - 01.2023
Front End Manager
Russell Books Ltd.
09.2008 - 03.2020
Bachelor of Arts - Sociology
University of Victoria
Culinary Arts Certificate - Culinary Arts
North Island College
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