Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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CHANEL OLIVEIRA

Grand Valley,ON

Summary

Competitive and results-driven individual seeking a position where relationship building expertise can be utilized. Analytical problem-solver with exceptional negotiation, communication and organization skills. Dynamic, honest and hardworking. Dependable and successful at meeting high productivity, quality and performance standards.

Overview

16
16
years of professional experience

Work History

Senior Effectiveness Coach

RBC Royal Bank of Canada
06.2021 - 09.2025
  • Coach 35-40 Collection agent via remote listening, live, taped or side by side.
  • Complete 3 call reviews and 1 coaching session every month per agent.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Responsible for keeping the coaching log up to date.
  • Work closely with team managers to monitor agents work progress.
  • Assist with onboarding programs and presentations for New to Bank and Up-skilling employees.
  • Conduct daily calendar management on Outlook and proactively adjust schedule based on priorities.
  • Evaluated agents individual knowledge, skills and strengths and set monthly goals.
  • Assisted in the creation of project proposals and presentations.

Cleaner

C&W Services
01.2010 - 04.2024
  • Completed all cleaning tasks as per established safety procedures, and adhered to company uniform policies.
  • Washed, sanitized and tidied all restrooms, kitchens and offices.
  • Restocked and maintained all bathroom and kitchen supplies as needed.
  • Interpreted and complied with all safety guidelines and personnel rules.
  • Vacuumed and mopped room floor, corridors and staircases.
  • Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
  • Delivered quality customer service to address urgent needs and cleaning requests.
  • Used time management and efficient cleaning methods to meet deadlines.

Client Review Officer

RBC Royal Bank of Canada
11.2020 - 06.2021
  • Asses and review clients current financial situation by providing the best possible solution for both the client and RBC.
  • Make proactive phone calls and identify what debt management tools are most appropriate for clients.
  • Provide financial advice where applicable.
  • Effectively analyze partner submissions and application information.
  • Act with a sense of urgency in response to partner requests and inquiries to assist in meeting customer needs and expectations.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Maintained friendly and professional customer interactions.

Collection Officer

RBC Royal Bank of Canada
10.2016 - 11.2020
  • Assist debtors in setting up payment plans to recover overdue balances.
  • Started foreclosure and repossession processes.
  • Received inbound calls and answered questions from clients.
  • Maintained high volume of calls to meet demands of busy group.
  • Advised clients of necessary actions and strategies for debt repayment.
  • Monitored accounts for compliance with established payment plans and flagged those in violation.
  • Achieved performance goals on consistent basis.
  • Worked as part of the RBC Client Treatment Program which provided clients impacted by COVID-19 with immediate payment relief.
  • Identified issues, analyzed information and provided solutions to problems.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.

Education

High School Diploma -

St. Martin Secondary School
2013

Skills

  • Ability to share clear messages and make complex ideas easy to understand
  • Assertive with effective communication
  • 9 years of risk mitigation knowledge
  • Demonstrated ability to build effective partnerships with internal and external partners
  • Sound knowledge and proficiency of computer skills, including Word, Excel, and Power Point
  • Excellent organizational skills
  • Attention to detail
  • Team Building
  • Staff Coaching

Accomplishments

  • Q2 Recipient 2020
  • Elite Collector in 2017 & 2018
  • Q1 Recipient 2025

Timeline

Senior Effectiveness Coach

RBC Royal Bank of Canada
06.2021 - 09.2025

Client Review Officer

RBC Royal Bank of Canada
11.2020 - 06.2021

Collection Officer

RBC Royal Bank of Canada
10.2016 - 11.2020

Cleaner

C&W Services
01.2010 - 04.2024

High School Diploma -

St. Martin Secondary School

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CHANEL OLIVEIRA