Chenisse Goulding
Mississauga,ON
Summary
Business management professional with over 15 years experience in Customer Relations. Demonstrated success leading teams to achieve their sales and professional goals through strong leadership, communication and close attention to detail. Committed to generating positive results by collaborating with internal and external stakeholders.
Overview
11
11
years of professional experience
Work History
Simplii Mortgage Specialist, Retention
CIBC
01.2019 - 01.2023
- Conducting proactive business at-risk calls while deepening client relationships
- Speaking with at-risk mortgage clients, cross sell products like insurance protection and identify any refinance opportunities
- Using Mortgage Contact Centre procedures, policies and principles to understand client situations and assist clients with their inquiries.
Client Care Representative
CIBC
01.2017 - 01.2019
- Manage client relationships and provide customer support
- Log customer data
- Schedule appointments
- Aligning customers with appropriate departments when necessary
- Mitigate client concerns, while preventing further escalation.
Progress Leader / Team Supervisor
CIBC
01.2014 - 01.2017
- Resolving conflict
- Motivating and inspiring team members
- Innovate and implement team incentives
- Collaborate with Team Manager to improve team
- Organize team events
- Distribution of tasks.
Financial Service Representative
CIBC
01.2012 - 01.2014
- Proactively cross-sold products including all four pillars; Lending, Protection, Cash Management and Investments by asking probing questions to identify client needs
- Built, enhanced and retained customer relationships by providing in-depth solutions to clients financial planning, as well as technical issues
- Identified client needs at first point of contact, including concerns and complaints, and managed escalating issues appropriately.
Education
Certificate - Cybersecurity
Coursera
03.2024
B.A.S Business Administration-Specialized Courses in Marketing -
York University
Toronto, ON01.2011
Skills
- Leadership
- Communication
- Problem Solving
- Time Management
- Customer Service
- Adaptibility
- Collaboration
- Analytical Thinking
- Emotional Intelligence
- Critical Thinking
- Proficient in: Microsoft, Linux, SQL, Python, Workday
Languages
English
Full Professional
Accomplishments
- Exceptional performance award
- Creating promoters for CIBC
- Client Experience Award
- Excel Awards
- Continuous client compliments
- Over 95% in Overall Quality of Service
- Chosen amongst team to be shadowed by CIBC Executives
- Initiated several incentives to drive employee sales
- Contributing 32% of entire teams mortgage sales
References
Available Upon Request
Timeline
Simplii Mortgage Specialist, Retention
CIBC
01.2019 - 01.2023
Client Care Representative
CIBC
01.2017 - 01.2019
Progress Leader / Team Supervisor
CIBC
01.2014 - 01.2017
Financial Service Representative
CIBC
01.2012 - 01.2014
B.A.S Business Administration-Specialized Courses in Marketing -
York University
Certificate - Cybersecurity
Coursera