Glenda Featherstone
Chelmsford,ON
Summary
Personable and dedicated Customer Experience Lead with extensive experience in the Financial Industry. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Passionate about continuous learning and professional development.
Overview
27
27
years of professional experience
Work History
Customer Experience Lead
Scotiabank
Greater Sudbury, Ontario
04.2022 - Current
- Established positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment.
- Work effectively alongside the Branch Manager to ensure the branch is meeting and surpassing branch targets.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assessed team member performances by delivering one-on-one coaching and collaborative coaching to promote optimal customer service.
- Provided day-to-day leadership to cultivate an environment that exemplified the company values and promoted personal development.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Customer Experience Associate
Scotiabank
Sudbury, ON
06.2014 - 04.2022
- Cultivated impactful relationships with customers and provided outstanding customer service on a daily basis.
- Addressed customer service inquiries quickly and accurately.
- Received cash and checks for deposit, including verifying amounts and endorsements and examining cash to prohibit acceptance of counterfeit bills.
- Asked probing questions to determine service needs and accurately input information into customer profiles.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Office Manager Administrator
McBane Group Incorporated
Chelmsford, Ontario
09.2010 - 09.2019
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable.
- Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
Server
Sky Vue Restaurant
Greater Sudbury, ON
09.2006 - 03.2010
- Put together multiple, concurrent orders during customer rushes, including dinner and lunch hours.
- Applied safe food handling and optimal cleaning strategies to protect customers and maintain proper sanitation.
- Maximized beverage sales by suggesting appropriate food and drink pairings to suit unique customer preferences.
- Attended to new customers quickly to inquire about drinks and start off dining experience with prompt beverage service.
Customer Service Representative
Scotiabank
Cambridge, ON
07.1998 - 09.2005
- Exceeded service goals while leveraging exceptional customer service experiences.
- Performed branch opening duties, including preparing cash drawers for team and preparing all coin orders for business banking centre clients.
- Accurately inputted all transactions in the system to maintain 100% balancing ration for our team.
- Strived at maintaining service excellence to retain clients business and provide exceptional customer experiences.
Education
Child & Youth Worker Diploma -
Cambrian College
Greater Sudbury, ON05.1997
High School Diploma -
Lasalle Secondary School
Greater Sudbury, ON06.1991
Skills
- Results-driven
- Exceptional communication skills
- Conflict and dispute resolution
- Strong leadership skills
- Employee coaching
- Schedule mastery
- Team player
- Compliance regulator
Accomplishments
- "Best of the Best 2024" Recognized as Top Performer
- "Best of the Best 2024" Trip Winner
- "Best of the Best 2024" Top TEAM
- "Best of the Best" 2013
Timeline
Customer Experience Lead
Scotiabank
04.2022 - Current
Customer Experience Associate
Scotiabank
06.2014 - 04.2022
Office Manager Administrator
McBane Group Incorporated
09.2010 - 09.2019
Server
Sky Vue Restaurant
09.2006 - 03.2010
Customer Service Representative
Scotiabank
07.1998 - 09.2005
Child & Youth Worker Diploma -
Cambrian College
High School Diploma -
Lasalle Secondary School
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