Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Courtney Dunham

Chilliwack,BC

Summary

Experienced professional optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Efficient, organized and detail-oriented financial services professional with strong work ethic and dedication to achieving goals with a focus on mentorship and career development within a high achieving team.

Overview

17
17
years of professional experience

Work History

Credit Analyst, Business Banking Western

BMO Financial Group
08.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Strengthened communication skills through regular interactions with others.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Regional Coordinator, Business Banking Western

BMO Financial Group
04.2022 - 08.2024
  • Provide regular updates to senior management on regional progress, challenges, and opportunities for improvement.
  • Provide support with implementation of new systems or tools designed to enhance productivity across leadership team in the region.
  • Collaborate closely with other Regional Coordinators to share best practices, optimize resource allocation, and drive overall company success.
  • Streamline communication channels for increased efficiency within the region.
  • Champion diversity initiatives within the workplace, creating an inclusive environment that fostered collaboration and innovation among team members.
  • Active member of many internal Employee Resource Groups.
  • Negotiated with organizations and non-for-profits to secure optimal terms beneficial to both parties involved in agreement for sponsorships and donations.
  • Improved senior executive satisfaction levels by addressing issues promptly and implementing proactive solutions within the region.
  • Coached employees through day-to-day work and complex problems.
  • Gathered and organized materials to support operations.
  • Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
  • Utilized proactive communication abilities to resolve employment-related issues.

Manager, Client Services

BMO Financial Group
07.2019 - 04.2022
  • Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Onboarded new employees with training and new hire documentation.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Client Services Officer, Business Banking

BMO Financial Group
08.2016 - 07.2019
  • Mentored junior team members by sharing industry knowledge and best practices for exceptional customer service delivery.
  • Coordinated closely with sales teams to ensure seamless handover of new accounts for servicing.
  • Built strong relationships with clients through effective communication and understanding their needs.
  • Streamlined client onboarding processes for improved efficiency and faster turnaround times.
  • Communicated with clients regarding account services, statements, and balances.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Branch Support Representative

BMO Financial Group
11.2015 - 08.2016
  • Played integral role in achieving branch sales targets by proactively identifying and pursuing new business opportunities.
  • Developed thorough understanding of bank products and services to provide accurate information to clients.
  • Achieved excellent customer reviews through proactive communication and problem-solving skills.
  • Supported team members during peak periods or staff shortages, demonstrating adaptability under changing workload demands.
  • Assisted in training of new employees, helping them become proficient in their roles quickly and effectively.
  • Maintained high levels of accuracy in handling financial transactions, minimizing errors and discrepancies.
  • Reduced wait times by efficiently managing client traffic flow during peak hours at branch location.
  • Counted, verified and handled bank deposits and armored car transactions.

Senior Customer Service Representative

BMO Financial Group
02.2008 - 11.2015
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Reduced wait times by implementing effective time management techniques within the team.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.

Education

No Degree - Advertising And Marketing, Accounting, HR

Red Deer College
Red Deer, AB

High School Diploma -

Heritage Park Secondary
Mission, BC

Skills

  • Effective Leadership
  • Relationship Building
  • Discretion and Confidentiality
  • Work Planning and Prioritization
  • Scheduling and calendar management
  • Staff Management
  • Strategic Planning
  • Project Management
  • Budget Planning
  • Event Planning and Coordination
  • Professional Networking
  • Best Practices Implementation
  • Multitasking and Organization
  • Decision-Making
  • Motivational Leadership
  • Staff Development and Training

Accomplishments

  • Awarded BMO Best of the Best 2019
  • Received numerous quarterly awards and accolades spanning my extensive time with BMO

Languages

English
Full Professional

Timeline

Credit Analyst, Business Banking Western

BMO Financial Group
08.2024 - Current

Regional Coordinator, Business Banking Western

BMO Financial Group
04.2022 - 08.2024

Manager, Client Services

BMO Financial Group
07.2019 - 04.2022

Client Services Officer, Business Banking

BMO Financial Group
08.2016 - 07.2019

Branch Support Representative

BMO Financial Group
11.2015 - 08.2016

Senior Customer Service Representative

BMO Financial Group
02.2008 - 11.2015

No Degree - Advertising And Marketing, Accounting, HR

Red Deer College

High School Diploma -

Heritage Park Secondary

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Courtney Dunham