FLAVIA ROYAL
Truro,Nova Scotia
Summary
Multifaceted professional with 10 + year’s comprehensive experience in financial and accounting services. Exemplary passion for developing relationships, building customer loyalty, and driving retention. Received Scotiabank CEO’s Excellence Awards for exceeding performance objectives and Scotia bank Service Hero Awards for consistency in providing superior customer service.
Overview
11
11
years of professional experience
Work History
Credit Adjudicator
Fairstone Financial
04.2023 - Current
- Adjudicate over 80 credit applications daily to assess risk and credit worthiness in accordance with credit policies and risk appetite
- Review and assess credit bureau reports and perform due diligence in making sound credit decisions
- Make sound judgement for loan application exceptions and overrides for proper approval
- Maintain profitable relationships with stakeholders; resolve dealer queries and concerns daily
- Meet established service level agreements and contribute to portfolio performance goals
Customer Service Rep
Fairstone Financial
02.2022 - 03.2023
- Provide exceptional and professional customer service on every interaction and building rapport
- Serviced 275 inbound calls weekly; and achieved 95% outbound call rate
- Serviced customers’ emails within 1 hour turnaround time
- Process due date change request for customers within 2 minutes
- Identify customer’s challenge and provide appropriate solution to resolve concerns and queries
Supervisor
Tim Hortons
05.2020 - 02.2022
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities
- Streamlined operations for increased efficiency through regular reviews and implementing necessary changes
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members
- Reduced employee turnover by fostering positive work environment and providing ongoing feedback to staff members
- Balance cash register for day-end-sales, review, and record daily lodgments
Financial Advisor
Scotiabank
05.2013 - 07.2018
- Increased client satisfaction by providing personalized financial advice and investment strategies.
- Managed risk effectively through careful analysis of credit bureau reports, financial statements to assess customer’s credit worthiness
- Processed over 1440 credit applications submitted for approval and maintained 1.5% resubmission rate
- Identified opportunities for business growth by networking, attending industry events, and generating referrals from satisfied clients
- Mentored frontline staff, sharing knowledge, expertise, and best practices to enhance team performance
Education
Advanced Diploma - International Business
Nova Scotia Community College
Truro, Nova Scotia06.2020
Bachelor of Science Degree - Business Administration, Finance
Northern Caribbean University
Kingston, Jamaica11.2011
Associate of Science Degree - Business Studies, Accounting
Portmore Community College
St. Catherine, Jamaica11.2004
Skills
- Results Focus
- Strong Communication skills
- Presentation skills
- Time management skills
- Data Analysis
- Customer service
- Attention to detail
- Problem solving skills
- Relationship building skills
- Outstanding people skills
Accomplishments
- CEO Excellence Awardee
- Best of the Best Awardee
- Top Sales Performer
- Service Hero Awardee
- Service Champion Brand Ambassador
- Honors Roll Recipient
- Credit Union Atlantic Awardee
- Stanhope Simpson Insurance Awardee
- The Truro Student Association Awardee
- The Fisher King Seafoods Scholarship Awardee
- Created a business with international trade capabilities
- Sales Certificate - Canadian Professional Sales Association (CPSA), 2020
- Procurement & Supply Management - Supply Chain Management Association (SCMA), 2019
Scotiabank:
Nova Scotia Community College:
Job-related Certifications:
Additional Information
- AWARDS & RECOGNITIONS , Scotiabank CEO’s Excellence Award, November 2015 Bank of Nova Scotia Jamaica Limited | Kingston, Jamaica | Consistency in exceeding performance objectives Service Hero Award, July 2015 Bank of Nova Scotia Jamaica Limited | Kingston, Jamaica | Consistency in providing superior customer service Scotiabank CEO’s Excellence Award, November 2014 Bank of Nova Scotia Jamaica Limited | Kingston, Jamaica | Consistency in exceeding performance objectives
Languages
English
Full Professional
Timeline
Credit Adjudicator
Fairstone Financial
04.2023 - Current
Customer Service Rep
Fairstone Financial
02.2022 - 03.2023
Supervisor
Tim Hortons
05.2020 - 02.2022
Financial Advisor
Scotiabank
05.2013 - 07.2018
Advanced Diploma - International Business
Nova Scotia Community College
Bachelor of Science Degree - Business Administration, Finance
Northern Caribbean University
Associate of Science Degree - Business Studies, Accounting
Portmore Community College
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