Claire Thuilleaux

• Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts;
• Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service;
• Maintained clean and welcoming dining environment, ensuring a positive guest experience.

• Built strong relationships with branch representatives through regular communication, and offered tailored solutions in relation to investment procedures;
• Reviewed submitted documentation to assist representative in completing client request;
• Stayed up to date with procedures, system functionalities, products and offers;
• Participated actively in team meetings, contributing valuable ideas towards improving operational efficiency.

Assistant Team Leader

• Trained new hires on how to action cases;
• Organized training schedules;
• Reviewed and introduced new procedures to agents;
• Monitored team productivity and provided regular progress updates to senior management;
• Worked with customer service representatives to handle escalated customer issues.

Senior Chargeback Specialist

• Improved customer satisfaction by providing timely and accurate responses to escalated inquiries;
• Managed a high volume of incoming chargebacks while maintaining accuracy and attention to detail;
• Collaborated with cross-functional teams to establish chargeback solutions in line with CIBC procedures & policies;
• Maintained comprehensive records of all cases handled, allowing for easy reference when needed for future disputes or reporting purposes.

Dispute Contact Center Representative

• Delivered efficient, honest, and personalized service to clients;
• Ensured client needs are met at every call;
• Respected assigned schedule to remain timely.

• Participated in brainstorming sessions, contributing fresh ideas that led to innovative and collaborative marketing ideas;
• Collaborated with sales team to create marketing materials that clearly communicated product benefits;
• Increased brand awareness with creation of eye-catching promotional materials.

• Provided instruction to individuals and groups of various levels;
• Up kept stable management and equine care;
• Promoted responsible horse care by educating students on proper grooming techniques and equipment maintenance;
• Taught English style riding, from Dressage to Eventing.