Hailey Testawitch

• Coached team members in techniques necessary to complete job tasks.
• Trained new team members by relaying information on company procedures and safety requirements.
• Worked different stations to provide optimal coverage and meet production goals.
• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
• Identified operational process inefficiencies to recommend necessary improvements.
• Represented business in marketplace and developed relationships with key accounts to promote and market business.
• Conducted weekly meetings to create business plans to drive successful monthly business.
• Addressed and resolved client or customer inquiries to foster superior standards of service.
• Developed existing team into high productivity, results-oriented unit through creative initiatives.
• Developed training modules and documentation to train staff.
• Oversaw personnel to maintain adequate staffing and minimize overtime.
• Conducted quality, timely performance feedback and performance appraisals.
• Created weekly schedules based on predicted staffing needs, budgets and employee requests.
• Led and directed team members on effective methods, operations and procedures

• At this time, we did not have a manager position in place. I took it upon myself to ensure the proper training for my fellow Member Advisors, and those moving into the department. I organized and hosted meetings, created scheduling, was a main point of contact for other departments and any questions and escalations. Later being promoted into the role of Contact Center Manager.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Resolved concerns with products or services to help with retention and drive sales.
• Recruited and maintained client bases.
• Interviewed clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance, or other information needed to develop financial plan.
• Recommended financial products, such as stocks, bonds, mutual funds, and insurance.
• Adhered to company policies and scripts to consistently achieve call-time, quality, and outbound call standards.
• Leveraged sales expertise to promote products and capitalize on upsell opportunities.
• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
• Utilized automated systems to log and retrieve call information.
• Updated and maintained database with accurate customer information and timely data entry.
• Investigated and researched issues to determine root causes and appropriate resolution methods.
• Used product knowledge for handling objections.
• Introduced promotions and sale opportunities, enticing customers.

• Examined tellers' reports of daily transactions for accuracy.
• Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Counted cash drawers and made bank deposits.
• Monitored bank vaults to ensure cash balances were correct.
• Sorted and filed deposit slips and checks.
• Promoted bank products and services to consistently meet cross-selling goals.
• Recruited staff members and oversaw training programs.
• Established and maintained relationships with individual and business customers and provided assistance with problems these customers may encounter.
• Perform Service Specialist duties and responsibilities, serving members via all channels as required, to meet member needs during peak times.
• Find general ledger errors related to outages.
• Maintains joint custody of treasury cash, combinations, and negotiable items, assists with cash counts.

• Supported exceptional customer service with prompt acknowledgment and accurate account services.
• Adhered to security and regulatory requirements surrounding financial transactions.
• Processed ATM deposits and reconciled against reports.
• Responded to banking inquiries and requests from customers.
• Supported customer confidentiality and security with stringent discretion.
• Drafted currency and transaction reports at close of each business day.
• Contributed to fraud detection support, documenting suspicious activity and reporting flagged transactions.
• Balanced cash drawer and maintained full accountability for assigned cash on hand.
• Monitored bank vaults to ensure cash balances were correct.
• Answered telephones to assist customers with questions and inquiries.

• Submitted loan applications to underwriter for verification and recommendations.
• Originated, reviewed, processed, closed and administered customer loan proposals.
• Recommended loan approvals and denials based on customer loan application reviews.
• Maintained strict confidentiality of bank records and client information.
• Reviewed and edited loan agreements to promote efficiency and accuracy.
• Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
• Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
• Proactively identified solutions for customers experiencing credit issues.

• Managed multiple tasks in high-volume environment.
• Cleaned and maintained dining area and condiment stations.
• Maintained clean and organized appearance for restaurant areas to attract and retain customers.
• Addressed guest complaints and resolved issues to promote satisfaction.
• Adhered to all safety and sanitation standards while preparing and delivering food.
• Processed customer orders and accurately entered into order system.
• Processed sales transactions using POS system.

As a graduate of the Bachelor of Commerce degree with a concentration in finance, you'll be prepared for global career opportunities in the areas of banking, securities, international finance, and more. A degree in commerce can also be used as a stepping-stone to graduate studies or another professional degree such as law, medicine, veterinary medicine, or education.

Volunteer Work as a Financial Literacy Coach through Each One Teach One. EOTO provides free, plain language financial workshops in our community. The sole goal of the program is to empower individuals to make the right financial decisions for themselves. Some literacy workshops i have facilitated include: Introduction to Basic Banking, Introduction to Basic Budgeting, Why Filing Taxes in Canada is a Good Idea Credit Cards and Prepaid Cards, Loans You Don't Want, Loans - Costs and Obligations, Debt Smarts, Building a Healthy Credit History, Identity Theft and Fraud Prevention, RRSPs and TFSAs, Introduction to RESPs, Understanding Contracts, Seniors Financial Abuse Prevention, Home Readiness - Renting vs Owning, Cost of Ownership, Finding the Right Home, Professional Help.

• Products and Services/CUIC 185: Overview of products and services typically offered by Credit Unions and Financial Institutions, these products and services include investments, registered products, insurance, trusts, financial planning services, etc.
• TFSA Fundamentals
• Term Deposit Fundamentals
• RRSP Fundamentals
• RRIF Fundamentals
• As well as various Skillsoft Percipio and LinkedIn Learning courses.