Caroline Aboud
Laval,QC
Summary
Accomplished leader at RBC, adept in boosting team collaborative culture, performance and customer satisfaction through innovative coaching, continuous employee recognition practices and process improvement. Excelled in interpersonal relations and effective communication, significantly enhancing team productivity and client service delivery. Proven track record in employee development and mentoring, with a keen focus on achieving and surpassing sales targets. Honored to be recognized twice as a winner of the RBC convention award in 2017 and 2023.
Overview
16
16
years of professional experience
Work History
Team Manager
RBC
01.2022 - Current
- Lead a high performing sales team through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, ongoing career discussion, regular employee recognition moments and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Coach employees on how to offer small business credit solutions and offer advice on external partner solutions.
- Handled escalated calls efficiently, finding satisfactory resolutions for our customers.
- Enhanced customer satisfaction by resolving disputes promptly and ensuring high-quality service delivery.
- Collaborate with partners at National office on many new initiatives launched at the Advice center.
- Create, plan and present workshops to upskill our BFS LOB on CSBFL and how to calculate risk ratios with the use of financial statements for higher limit credit deals.
- Create, plan and present a workshop for managers on how to start the discussion around Career with our employees.
- Upskill business advisors on Beyond banking solutions.
Commercial Account Manager
RBC
08.2019 - 12.2021
- Implemented effective sales strategies to acquire new clients and grow the portfolio of existing clients.
- Managed a diverse portfolio of commercial accounts, ensuring timely delivery of products and services.
- Participated in industry events to network with potential clients, gaining valuable insights into market trends and competitor activities.
- Facilitated smooth transitions during client onboarding, ensuring all necessary documentation was completed accurately and submitted in a timely manner.
- Provided exceptional customer service, addressing concerns promptly and maintaining open lines of communication with clients.
- Built relationships with customers, COI and community to promote long term business growth.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Managed client risk exposure and retention even during a high risk environment as in COVID-19.
- Solicited new loan, deposit and investment business through internal and external referrals.
- Financed commerical real estates for business owners.
- Helped buyers obtain financing solutions for their new business acquisition.
Small Business Account Manager
RBC
12.2013 - 07.2019
- Managed a portfolio of 250-300 clients
- Collaborated with the branch Manager, IRP, MTG rep to participate in local community events to promote RBC newest branch in a new market.
- Meet with clients at their business location to get to know more about their business and their needs.
- Trained new account managers on best practices for managing small business accounts, contributing to team success and growth.
- Assisted in the development of marketing campaigns targeting small businesses, leading to an increase in new account acquisitions.
- Offer cash management solutions to help business owners with financial risk.
- Offer real estate financing for investors and owner occupied business owners.
- Offer financing solutions for start-ups.
Branch Manager
RBC
01.2009 - 11.2013
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Relocate the branch to a new facility into a new Boutique concept.
- Closure of a hub branch in a retirement home.
Education
MBA - Business Administration
Université De Sherbrooke
Longueuil, QC12.2021
Graduate Certificate - Business Finance
HEC Montréal
Montreal, QC09.2016
Graduate Certificate - Business Administration
HEC Montréal
Montreal, QC09.1997
Skills
- Customer Focus
- Motivational Abilities
- Interpersonal Relations
- Process Improvement
- Self Motivation
- Influencing skills
- Teamwork and Collaboration
- Problem Resolution
- Training and Development
- Employee Coaching and Mentoring
- Positive Attitude
- Reliability
- Effective Communication
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Team Manager
RBC
01.2022 - Current
Commercial Account Manager
RBC
08.2019 - 12.2021
Small Business Account Manager
RBC
12.2013 - 07.2019
Branch Manager
RBC
01.2009 - 11.2013
MBA - Business Administration
Université De Sherbrooke
Graduate Certificate - Business Finance
HEC Montréal
Graduate Certificate - Business Administration
HEC Montréal
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