Gianni KIRECHE
Toronto,Canada
Summary
Professional bilingual customer service expert with proven track record in delivering exceptional support and resolving complex issues. Adept in communication, problem-solving, and relationship-building with diverse clientele. Strong focus on team collaboration, adaptability, and achieving results in fast-paced environments. Skilled in conflict resolution, active listening, and multi-tasking to meet and exceed customer expectations.
Overview
18
18
years of professional experience
Work History
Bilingual Customer Care Advisor
Scotiabank
10.2024 - Current
- Provided exceptional service for banking accounts, transactions, and financial services through active listening, effective communication strategies, and prompt issue resolution for both English-and French-speaking customers.
- Ensured strict compliance with banking policies and regulations to maintain the security and confidentiality of customer information
- Collaborated with cross-functional teams to resolve complex issues promptly and effectively
- Utilized CRM systems effectively to track customer interactions, monitor trends, and provide personalized assistance based on individual needs.
- Demonstrated adaptability by managing simultaneous tasks while maintaining focus on each unique client interaction during peak times or high call volumes.
- Investigated and resolved customer inquiries and complaints quickly via phone and email, ensuring high satisfaction levels
- Maintained strict confidentiality with sensitive information, ensuring privacy compliance.
Branch Manager
LCL - Credit Agricole Group
01.2021 - 09.2024
- Developed and led team of financial advisors, enhancing their skills and support them in their career path with regular training sessions.
- Ensured that team members comply with and enforce established rules of engagement related to customer segmentation, referral, transaction execution, risk management, regulatory compliance, and branch operating procedures.
- Developed a lasting relationship with the branch's customers, through various activities aimed at customer acquisition and retention.
- Acted as the Bank's ambassador to the local community and foster relationships with key business partners
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Championed a customer-centric culture within the organization, leading by example through empathetic engagement with complainants and proactive problem-solving abilities.
Small Business Advisor
LCL - Credit Agricole Group
01.2017 - 12.2021
- Fostered collaboration between clients'' teams by facilitating workshops that resulted in cross-functional synergy.
- Established strong relationships with clients, leading to long-term partnerships and repeat business.
- Developed comprehensive business plans for clients to achieve growth and profitability.
- Evaluated financial performance data to provide actionable insights on revenue optimization strategies for clients'' businesses.
Financial Advisor
LCL - Credit Agricole Group
01.2014 - 12.2017
- Educated clients on various financial matters and provided professional recommendations for Personal and Small Business clients to meet their transaction, investment, personal financing, made-to-measure insurance and estate planning needs
- Supported clients through the mortgage renewal or renegotiation process
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Ensured compliance with industry regulations and company policies while serving clients'' best interests.
Sales Manager
Toshiba France
01.2013 - 12.2014
- Reviewed the team's performance reporting to managers and stakeholders
- Increased sales revenue by developing and implementing effective sales strategies.
- Managed stocks with SAP by ordering, returning and checking products of the store
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Administrative Sales Support Specialist
Canon
01.2007 - 12.2012
- Effectively communicated with clients regarding order status updates or any changes in product availability, ensuring transparency and maintaining customer trust.
- Prepared and processed sales reports, contracts, and invoices to facilitate seamless client transactions.
- Coordinated communication between sales representatives and clients, ensuring excellent customer service and issue resolution.
- Monitored inventory levels and assisted in order management to meet client demands efficiently.
Education
Master's degree - Management
Higher School of Banking
01.2023
Bachelor's degree - Banking advisor for professional clients
Higher school of banking
01.2018
Bachelor's degree - Marketing
High School ITIC
01.2011
Associate Diploma - Business and Management
College E. Mounier
01.2009
High School Diploma - Marketing
Secondary School Fustel de Coulanges
01.2007
Skills
- Bilingual proficiency
- Call center experience
- CRM software proficiency
- Cross-cultural awareness
- Teamwork skills
- Customer service
- Multitasking and organization
- Active listening
- Flexibility and adaptability
- Conflict resolution
- Problem-solving skills
- Administrative and office support
References
Available upon request
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Bilingual Customer Care Advisor
Scotiabank
10.2024 - Current
Branch Manager
LCL - Credit Agricole Group
01.2021 - 09.2024
Small Business Advisor
LCL - Credit Agricole Group
01.2017 - 12.2021
Financial Advisor
LCL - Credit Agricole Group
01.2014 - 12.2017
Sales Manager
Toshiba France
01.2013 - 12.2014
Administrative Sales Support Specialist
Canon
01.2007 - 12.2012
Master's degree - Management
Higher School of Banking
Bachelor's degree - Banking advisor for professional clients
Higher school of banking
Bachelor's degree - Marketing
High School ITIC
Associate Diploma - Business and Management
College E. Mounier
High School Diploma - Marketing
Secondary School Fustel de Coulanges
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