Danielle Mosley
Port Alberni,BC
Summary
Knowledgeable and dedicated customer service and management professional with extensive experience in the Finance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Enhance team performance and maximize customer satisfaction by strategic management and implementing process improvements. Talented leader offering top-notch abilities in process management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Member Service Representative 2
Coastal Community Credit Union
02.2019 - 09.2023
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service and handled complaints by adhering to company policies and service standards in all member interactions.
- Handled cash transactions securely, maintaining accurate cash balances and preventing losses due to errors.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Maintained and managed customer files and databases to ensure data is kept up to date in line with regulatory compliance.
- Completing regular reporting on service levels, compliance and branch balances.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
Assistant Manager, Member Service
Coastal Community Credit Union
09.2018 - 02.2019
- Maintained a secure work environment by enforcing safety protocols and conducting regular audits of vaults, cash drawers, and security systems.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Sustained optimal levels of cash availability within the branch throughout various economic fluctuations using accurate forecasting methods informed by data analysis techniques.
- Developed strong working relationships with staff, fostering a positive work environment.
- Planned schedules and delegated assignments to meet coverage and service demands.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Improved accuracy by implementing standardized cash handling procedures and conducting regular audits.
Client Services Manager
Chartered Management Institute
10.2015 - 02.2017
- Delivered excellent customer service to CMI's largest corporate clients to help enable the delivery and accreditation of training programs.
- Managed a team of support colleagues to enable the consultation, delivery and material support for training programs.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Built a strong rapport with key decision-makers within client organizations, fostering trust and long-lasting partnerships.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Managed a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
- Coordinated closely with account management teams to ensure smooth transitions between sales process completion and ongoing relationship maintenance.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
Assessment and Standards Coordinator
Chartered Management Institute
10.2014 - 10.2015
- Managed a team of customer support administrators to ensure the delivery of excellent service
- Collaborated with the Chartered Manager team to surpass the annual income target and partnered successfully with key stakeholders to improve processes across departments
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Resolved conflicts swiftly among team members through effective mediation techniques, fostering an amicable working environment conducive to collaboration.
Qualifications and Assessment Administrator
Chartered Management Institute
07.2013 - 10.2014
- Maintained learner data and reported on services levels and department statistics and provided administrative support within the department and undertook an investigation into opening up CMI's business to international learning Centers
- Involved in planning, specification building and future testing for updates to CMI's website and databases
- Maximized accuracy by conducting regular quality assurance checks on administered assessments and scoring procedures.
- Enhanced assessment process by implementing innovative testing strategies and tools for improved efficiency.
- Streamlined data management for better organization, resulting in faster report generation and analysis.
- Continuously evaluated the effectiveness of existing assessment methods, recommending changes as needed based on data-driven insights.
- Communicated professionally in written and verbal forms with team members, clients and staff.
- Maintained strict confidentiality of student records, ensuring compliance with privacy policies.
- Administered assessment-related surveys, prepared summary reports and managed electronic archives for proper documentation of compliance.
- Conducted thorough reviews of assessment materials to ensure alignment with curriculum standards and learning goals.
- Collaborated with educators to develop customized assessments tailored to specific learning objectives.
- Ensured timely delivery of all required documentation related to test administration, maintaining a high level of accountability within the organization.
- Trained colleagues in the use of new assessment technologies, leading to more accurate and efficient evaluation processes.
Financial Service Associate
Canadian Imperial Bank of Commerce
05.2012 - 06.2013
- Provided vital administrative support to financial advisors, enabling them to focus on client relationships and business development activities.
- Facilitated seamless communication between clients and financial advisors, ensuring timely resolution of issues and concerns.
- Identified problem areas within a client portfolio, analyzed risks and suggested appropriate solutions to the Financial Advisor
- Assisted in the development of financial plans by gathering pertinent data from clients, aiding in tailored recommendations for their financial goals.
- Managed internal systems to ensure client data was maintained, as well as ensured that client portfolios were kept current.
- Conducted thorough financial analyses, identifying trends and opportunities for growth or risk mitigation.
- Maintained compliance with industry regulations by diligently monitoring transactions and reporting suspicious activities promptly.
- Collaborated effectively with cross-functional teams to develop comprehensive financial plans tailored to client needs.
- Developed professional relationships with clients while managing their accounts, leading to high levels of retention and loyalty.
- Streamlined office operations through proficient use of software tools such as Microsoft Office Suite, CRM systems, and various financial applications.
- Supported successful audit processes by maintaining accurate financial records and assisting with documentation requests.
Customer Service Representative
Canadian Imperial Bank of Commerce
07.2009 - 05.2012
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Identified potential growth opportunities for both clients and the bank by carefully assessing customer profiles and financial goals.
- Managed multiple priorities during peak periods, maintaining a high level of productivity without sacrificing quality of service.
- Worked closely with various internal departments such as lending or investments, ensuring seamless communication between teams for optimal client outcomes.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Investigated disputes and handled suspected fraud with diligence and attention to detail
Education
Office Administration Certificate -
North Island College
Port Alberni, BC06.2024
No Degree - Beginner's Bookkeeping
North Island College
Port Alberni, BC11.2023
No Degree - Banking Products And Services
Canadian Credit Union Association
Toronto, ON11.2017
Level 3 Certificate - Management And Leadership
Chartered Management Institute
London, UK11.2016
High School Diploma -
Edward Milne Community School
Sooke, BC06.2006
Skills
- Customer Service
- Financial Transactions
- Policy understanding
- Teamwork and Collaboration
- Administrative and Office Support
- Work Prioritization
- Calm Under Pressure
- Employee Coaching
- Document and Records Management
- Office equipment proficiency
- Training development aptitude
- Staff Development
- Policy Implementation
- Schedule Preparation
- Workforce Management
- Performance Evaluations
- Business Administration
- Key Performance Indicators
- 58 wpm Typing Speed
- Banking knowledge
- Account Management
- Database Management
Certification
Class 5 License - No restrictions
References
- Karen Murcheson, Assistant Manager, Costal Community Credit Union, Karen.murcheson@cccu.ca, 1-250-731-3517
- Kristopher Elder, Site Supervisor, Taylor Valley, Elder@taylorvalley.ca, 1-250-731-4252
Languages
English
Native or Bilingual
Timeline
Member Service Representative 2
Coastal Community Credit Union
02.2019 - 09.2023
Assistant Manager, Member Service
Coastal Community Credit Union
09.2018 - 02.2019
Client Services Manager
Chartered Management Institute
10.2015 - 02.2017
Assessment and Standards Coordinator
Chartered Management Institute
10.2014 - 10.2015
Qualifications and Assessment Administrator
Chartered Management Institute
07.2013 - 10.2014
Financial Service Associate
Canadian Imperial Bank of Commerce
05.2012 - 06.2013
Customer Service Representative
Canadian Imperial Bank of Commerce
07.2009 - 05.2012
Office Administration Certificate -
North Island College
No Degree - Beginner's Bookkeeping
North Island College
No Degree - Banking Products And Services
Canadian Credit Union Association
Level 3 Certificate - Management And Leadership
Chartered Management Institute
High School Diploma -
Edward Milne Community School
Class 5 License - No restrictions
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