Emilio De Luca
104 Northway Ave, Stouffville,ON
Summary
Professional Profile Enthusiastic, energetic and hard working who has a successful and consistent track record of achieving personal and team goals and targets. Well qualified and results oriented with over 20 years of banking experience in positions of increasing responsibility and duties. Top performer with track record of consistently meeting or exceeding sales goals and customer expectations. Team player with polished communication skills: verbal, written, interpersonal, presentations, and rapport building. In addition to hard work, I attribute my success to the unwavering high standards I set for myself to be trustworthy, ethical, accountable, and committed to excellence at all times.
Overview
14
14
years of professional experience
Work History
Business Consultant
CIBC - Project Delivery
11.2021 - Current
- Interacted with internal Stakeholders to understand business needs and translate into requirements and project scope.
- Collaborated with stakeholders to define project objectives and criteria.
- Performed gap analysis to identify areas of improvement.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Executed analysis of risks and identified risk mitigation strategies.
Business Analyst
CIBC - Workforce Management Solutions
03.2021 - 11.2021
- Strategy & Planning -Lead project launch across CIBC banking centre network involving more then 1,000 branches
- Develop and implement training program to reduce administrative tasks for frontline leaders to reinvest their time to enhance client experience
- Provide ongoing support on regional, community and 1-on-1 basis to implement best practices, mitigate challenges and troubleshoot issues
- Lead regular discussions with frontline management to analyze key staffing and scheduling challenges to proactively identify opportunities to reduce wait times to increase NPS
- Produce and manage job aids, intranet resource site, outgoing communications to regional office on market performance and progress
- Providing reports to management and communicating variances with recommendations to improve performance
- Facilitating individual and group sessions to ensure successful adoption of project rollout across Canada.
Business Advisor
CIBC
06.2019 - 03.2021
- Managing two portfolios in Aurora with over 150 connections
- Taking care of all request for clients while delivering exceptional customer service
- Working with my Associate (FSA) to make sure all administrative request are handled promptly and in a timely fashion
- Booking clients meetings, getting to know my clients and client needs
- Understanding their businesses and offer solutions on how to make the business more profitable
- Deliver trusted business advise and comprehensive financial advice to enhance existing relationships
- Involvement with my branches to establish new client relationships by sitting in meetings with FAs and FSR -Relationship building and networking skills to build connections, generate opportunities, and deliver bottom line results
- Focus on each client experience and connecting on a personal level to make every interaction meaningful
- Getting involved in the community
- Participating regularly in local events that provide the right support and visibility for CIBC business banking
- Becoming the face of CIBC in the community
- Member of Aurora Chambers of commerce
- Engage with team member to share ideas to create a better experience for our clients by attending monthly team meetings and coming up with campaigns to engage branches to look for opportunities
- Working towards hitting personal and business sales goals and targets by submitting applications
- Bringing my real self to work and doing my job to the best of my abilities while having values of Trust, Teamwork, and accountability.
Financial Service Representative
CIBC,
02.2019 - 06.2019
- Providing financial advice and match financial products with customer needs and goals for both business and personal clients
- Submitting applications, handling all financial request for both business and personal clients
- Establish, deliver and maintain positive business and customer relations
- Meet regularly with existing clients and prospects to understand their evolving business needs and promoting CIBC product solutions to meet customer needs
- Ensure compliance in accordance with policies, procedures and regulatory standards
- Continually striving to create profitable business through pro-active cross selling & relationship enhancement
- Meeting daily sales targets by performing day to day transaction to help satisfy finical needs while uncovering client opportunities
- Calling clients, educating them regarding products and services by utilizing maturity trackers, assigned leads for business and personal banking
- Contribute to a positive work experience by using "one team" approach -Personal and business lending applications
Financial Service Associate
CIBC, FSA
06.2018 - 02.2019
- Maintain customer records by updating account information
- Deal directly with customers either by telephone, electronically or face to face
- Respond promptly to customer inquiries and request
- Portfolio management personal/business
- Opening business accounts, handling business administration
- Delivered finical solutions to meet customer needs and cultivated my network to establish new client relations business/personal
- Process orders, forms, applications and request
- Organize workflow to meet customer timeframes
- Prepare and distribute customer activity reports
Manager of Customer Service
TD Canada Trust
02.2016 - 04.2017
- Managing a team of 9 CSRs
- All CSRs individually maintained pace over 135% to rank and remain in 1st quartile
- Ranked 6th in district out of 18 branches in sales performance pacing at 156% as a team
- Ranked 4th in district out of 18 branches for activating day to day products and services pacing at 176% as a team
- Ranked 1st in district out of 18 branches for advice opportunities pacing at 100% as a team
- Top quartile manager award keeping team in first quartile pacing at 156%
- Weekly 1 on 1 coaching and performance evaluations, holding team accountable on week by week results
- Coach to ensure customer concerns and investigations are handled appropriately
- Lead and coach the team on advice giving strategies to improve the overall customer experience
- Develop and manage the service team by recruiting, training, coaching and recognizing employees
- Meet or exceed branch business objectives by executing branch business plan
- Coach team to understand customer needs and provide advice and appropriate products and services
- Achieve branch objectives for operational excellence
- Follow and ensure staff are knowledgeable of and comply with bank and industry codes of conduct
- Proving a positive work atmosphere by recognizing employees for good work, R&R and weekly prizes
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Followed through with client requests to resolve problems.
Financial Advisor
TD Canada Trust
02.2014 - 02.2016
- Paced 121% maintained top quartile amongst peers in district for sales and accountabilities personal and small business
- Achieved 1 million dollar mutual fund sales award 2016
- Paced 162% for hitting sales volume targets quarterly
- Paced 148% for hitting investment targets annually
- Paced 195% for selling over 50 different financial products (Mortgages, lines of credit, loans, credit cards, commercial credit, business credit, insurance, business and personal accounts etc)
- Met and exceeded volume targets pacing 124%
- Contribute toward the achievement of business objectives by meeting or exceeding individual sales goals
- Paced 172% for outbound sales calls success
- Paced 156% for successful over the phone business
- Engage customers in conversations to understand and meet their current and future financial needs by proactively providing them with advice business and personal
- Providing over 100 different products and services to help customers make the best financial decisions attainable
- Meeting professional/personal development objectives by utilizing learning maps and external courses as required personal and small business
- Actively participate and host regular meetings and coaching sessions
- 2X champion advisor award for for pacing over 100% for selling every different financial product offered
- Plan and execute relationship building activities personal and business
Instructor -Parks and Recreation
City Of Toronto
10.2009 - 03.2014
- Running group skating classes for participants ages 3 to adult as developed by the recreation divisions to meet the needs of participants and ensuring adequate safety while teaching
- Plan and deliver skating lessons based on the program outlined supplied -Reporting all accidents/incidents to immediate supervisor with in 24 hours
- Attending and participate in training and meetings as scheduled -writing report cards and discussing their progress with parents
Financial Service Representative
TD Canada Trust
04.2011 - 02.2014
- X Champions club winner for finishing top quartile within the region amongst my peers (Boca Raton, Punta
- Cana) -Finished 178% pace above plan for overall job accountabilities -Finished in top quartile for credit and lending pacing 119% above plan -2X mutual fund award recipient 2012 2013 -Educating customer and providing them with the best products and services for their day to day banking needs -Contribute toward the achievement of business objectives by meeting or exceeding individual sales goals -Identify and refer customers to internal bank partners as appropriate -Meeting professional/personal development objectives by utilizing learning maps and external courses as required -Hitting sales goals and targets in a timely and professional fashion -Ensure necessary due diligence is taken to support the accuracy of all customer transactions -Contributing to a positive work environment
Customer Relations Coordinator
TD Canada Trust
09.2009 - 04.2011
- X Champion winner for finishing top quartile in the region amongst my peers (Bahamas)
- Proactively demonstrate lobby leadership in the customer lounge, help & advice area
- Deliver a legendary customer experience and create a positive "First Impression" by greeting and engaging them in a rang of sales, service and information conversations
- Ensure customer problems are handled appropriately, escalating issues when necessary
- Contribute to a positive working environment
- Identifying sales and advice opportunities and refer customers to appropriate team members or internal bank partners for small business and personal banking
- Ensuring all small business and day to day banking request are handled promptly.
Education
OSSD Diploma -
Chaminade College School
Skills
- Coaching and educating team members to reach maximum potential results
- Profound ability to prepare routine administrative paperwork
- Proven leadership skills with an ethical and likeable people management style
- Adept with Microsoft Office (word, Excel, PowerPoint, Outlook)
- Highly organized & detail focused
- Proven ability to prioritize and complete multiple tasks
- Excellent initiative skills to manage time effectively
- Ability to interact with individuals at all levels, either internal or external to the organization
- Team player and adding to a positive work environment
Timeline
Business Consultant
CIBC - Project Delivery
11.2021 - Current
Business Analyst
CIBC - Workforce Management Solutions
03.2021 - 11.2021
Business Advisor
CIBC
06.2019 - 03.2021
Financial Service Representative
CIBC,
02.2019 - 06.2019
Financial Service Associate
CIBC, FSA
06.2018 - 02.2019
Manager of Customer Service
TD Canada Trust
02.2016 - 04.2017
Financial Advisor
TD Canada Trust
02.2014 - 02.2016
Financial Service Representative
TD Canada Trust
04.2011 - 02.2014
Instructor -Parks and Recreation
City Of Toronto
10.2009 - 03.2014
Customer Relations Coordinator
TD Canada Trust
09.2009 - 04.2011
OSSD Diploma -
Chaminade College School
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