Deanna Graham
Summary
To work as a full time employee in a challenging environment, contributing enthusiasm, dedication, responsibility, and good work ethic, combined with a desire to utilize my customer service, administrative and management experience.
Overview
25
25
years of professional experience
Work History
Learning and Development Specialist
Manulife Bank
04.2021 - 07.2023
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Trained and mentored many new personnel hired to fulfill various roles.
- Utilized variety of instructional design methodologies to create effective learning experiences.
Senior Mortgage Specialist
Manulife Financial
09.2019 - 04.2021
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Worked with underwriters to fix application problems and resolve issues.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Checked loan documents for accuracy prior to closing.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Fielded customer complaints and provided solutions.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Processed loan applications and monitored progress from start to finish.
- Assisted customers with completing loan applications and other paperwork.
- Monitored pipelines to track and log status of loans.
- Explained very technical financial information to applicants in easy to understand language.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
Senior Support Specialist
Manulife Financial
01.2018 - 09.2019
- Increased customer satisfaction ratings to [Number]%.
- Developed and implemented training initiatives for new hires.
- Managed customer contact center with 150 support representatives.
- Analyzed and developed service goals for in-bound call center.
- Offered assistance in implementing and developing training programs.
Food and Beverage Server
Casino Nova Scotia
11.2015 - 12.2018
- Greet guests Inform guests of any specials or promotions Take food and drink order Use Micros to input orders Liaison with the kitchen staff regarding any special requests or dietary issues Clear and reset tables Side duties as required Ensure guests are having a great dining experience Bill guests and take payment
- Provided courteous, friendly service while multitasking in fast-paced environment.
- Remained focused, calm and professional during peak rush hours.
- Adhered to health and safety standards while handling food and beverages.
- Greeted guests warmly to foster welcoming environment.
- Demonstrated success in maintaining high level of customer satisfaction.
- Anticipated customer needs and responded accordingly to increase customer satisfaction.
- Maintained up-to-date knowledge of menu options, specialties, and menu deviations to accurately relay information to guests.
- Worked closely and successfully with kitchen staff and management to maximize customer satisfaction.
- Addressed and handled customer complaints in polite and professional manner.
- Cleaned and set up tables to promptly seat guests and reduce wait times.
- Checked on guests throughout meal to attend to needs and provide great service.
- Entered orders accurately to produce finalized checks and attain correct payments from guests.
- Possessed comprehensive understanding of food and beverage menu items and preparation techniques.
- Used point-of-sale systems and completed end-of-shift paperwork accurately.
- Served food and beverages promptly with focused attention to customer needs.
Court Reporter
Drake Recording
01.2016 - 05.2016
- Services Attend discoveries as required Set up recording equipment Swear in witnesses Record discovery Enter in exhibits Note undertakings Save and backup recordings
- Utilized stenography machinery, audio, and visual devices and specialty equipment to record legal transcripts.
- Produced written transcripts of verbal communications.
Owner and manager
Hali Dee's Donair Shop
01.2014 - 01.2015
- Interview, hiring and training of staff Coached and terminated staff as needed Designed and prepared menu Managing the entire staff of the shop and coordinating their work schedule Responsible for increasing the business profit Analyze and plan sales and organize marketing events and promotional sales Provide customer support by resolving their complaints about service or quality Meeting and greeting customers and organize table reservations Maintain high standard quality hygiene, health and safety Updated social media accounts Kept track of inventory Ordered stock Balanced cash/receipts Worked on the floor or front line as required
Money Management, Coast Capital Savings
01.2007 - 01.2013
- Good communication and listening skills Ability to explain complex information clearly and simply Excellent customer service skills Honest and trustworthy attitude An interest in legal and financial matters Good mathematical and computer skills Respect for confidential information Mortgage and loan underwriter Received and processed credit applications Trained and coached staff Risk and credit review Implementing approved plans Process mortgage and loan applications Review client documents for accuracy Order and review appraisals Order and review credit reports Calculate loan to value and debt service ratios Underwrite loans ensuring compliance to policy Submit loans for approval if not within my limits Fulfill approved loans/mortgages Created fun incentive campaigns to encourage referrals and help staff meet sales goals Attended open houses to promote mortgages
Co-owner and Manager
Gramma
01.2001 - 01.2007
- S Kitchen Interview, hired and trained employees Updated menu Prepared menu Responsible for the daily and quarterly bookkeeping Promoted our restaurant to local businesses and developed a catering menu Increased profits by offering catering services Started a lunch time delivery service Updated social media accounts Coached and terminated employees as required Maintain high standard hygiene, health and safety
Co-owner and Manager
Anne's Homemade Meat Pies
01.1999 - 01.2001
- Revived a dormant wholesale meat pie business Acquired new customers by providing samples of the product to gas stations, grocerystores and cafes Prepared the meat pies Packaged and organized delivery Prepared invoices Paid incoming invoices Responsible for bank deposits Responsible for daily and quarterly bookkeeping Hired and trained staff as needed
Education
Criminology Certificate -
Saint Mary's University
1992
High School Diploma - undefined
J. L Isley High School
1989
Skills
- Proficient in most MS Office programs
- Exceptional numerical skills with strong memory
- Outstanding time management skills
- Ability to meet deadlines
- Preparing schedules
- Invoicing and accounts payable
- Preparing payroll
- Submitting quarterly GST/HST remittances
- Preparing bank deposits
- Extremely quick and practical thinker
- Strong organizational skills
- Interviewing, hiring and training staff
- Proven sales record
- Learning and Development
- Role Playing
- Emotional Intelligence
- New Hire Orientation
- Instructional Techniques
- Video Conferencing
- Online Training
- Employee Performance Reviews
- Training Manuals and Materials
- Behavior Intervention
- Classroom Expertise
- Team-Building Activities
- Emotional Support
Timeline
Learning and Development Specialist
Manulife Bank
04.2021 - 07.2023
Senior Mortgage Specialist
Manulife Financial
09.2019 - 04.2021
Senior Support Specialist
Manulife Financial
01.2018 - 09.2019
Court Reporter
Drake Recording
01.2016 - 05.2016
Food and Beverage Server
Casino Nova Scotia
11.2015 - 12.2018
Owner and manager
Hali Dee's Donair Shop
01.2014 - 01.2015
Money Management, Coast Capital Savings
01.2007 - 01.2013
Co-owner and Manager
Gramma
01.2001 - 01.2007
Co-owner and Manager
Anne's Homemade Meat Pies
01.1999 - 01.2001
Criminology Certificate -
Saint Mary's University
High School Diploma - undefined
J. L Isley High School
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