Jasmine Fraser
Brampton,Canada
Summary
Professional and dedicated team player experienced in overseeing operations of individual and multi-unit facilities. Develops successful programs to improve profitability. Seeking new position with exciting challenges where great skills will be valued.
Overview
3
3
years of post-secondary education
11
11
years of professional experience
Work History
Senior Service Officer
Scotiabank
09.2016 - 06.2023
- Reviewing and providing coaching feedback to colleagues on new processes and learning opportunities in resolving queries/ complex situations
- Managing and monitoring the preparation and processing of volumes and workload distribution
- Ensuring timely response of investigation and inquiries received from Branches, Contact centers, Csr, visa and other financial institutions
- Ensuring customer service is consistent with standard guidelines
- Sought opportunities to enhance departmental processes and customer service
- Providing input and ideas on how to improve processes
- Receiving and providing following up calls to branches for their inquiries and investigations
- Training new hires on daily tasks and procedures to effectively complete investigations
- Utilized various banking software tools, including image retrieval and automation programs, to enhance transaction processing efficiency.
- Leader of the “Engagement Team” for the department if inquiries- worked closely with peers to come up with ways to engage team members in the entire department with various fun and educational activities
- Lean team project- helped record daily volumes, revenue and hosted meetings for improving department processes
- Leading team huddles-updating the team on the daily status, new processes and procedures
- Auditing high end business accounts
- Provided account information and guidance to clients.
- Collaborated with team members to enhance service quality.
- Managed customer inquiries and resolved issues efficiently.
- Processed transactions accurately using banking software.
- Educated customers on bank products and services effectively.
- Maintained accurate records of customer interactions and transactions.
- Assisted in training new staff on operational procedures.
- Adhered to company policies when dealing with customers or resolving issues.
- Ensured compliance with banking regulations and policies consistently.
- Provided customer service and support to clients, responding to inquiries in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Ensured compliance with banking regulations and policies consistently.
- Provided customer service and support to clients, responding to inquiries in a timely manner.
- Resolved customer complaints promptly and efficiently.
Customer service representative
Bmo Bank of Montreal
01.2012 - 08.2016
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Demonstrated customer focus by providing excellent service, handling corporate client inquiries, and ensuring customer satisfaction through effective communication and relationship building.s
- Strong listening and communication skills to identify and promote financial solutions that meet or exceed the customer’s expectation
- Able to proactively identify opportunities to help customers with their financial needs by matching them with the best products and services offered
- Solid multi-tasking ability with above-average keyboarding and internet/computer navigation skills for searching online for client data and product information while simultaneously conversing with client
- Utilized various banking software applications to streamline operations and enhance service delivery. : (NCCS, TSYS, Pal Net, Lotus, Customer Connect, Rsa, Ols, Aimia, Secure code, Merlin, Webir, Trans Union, Olb, Lync)
- Piloted new procedures, provided feedback for adjustments, and communicated updates on errors to enhance operational efficiency.
- Mentored and trained new employees on company policies and procedures.
- Supported team members during managerial absences.
Education
High school diploma -
Lincoln M. Alexander
Mississauga, ON 09.2006 - 01.2010
Skills
- Transaction management
- Banking software
- Data accuracy
- Case management
- Compliance standards
- Process improvement
- Research and fact collecting
- Problem solving
- Analytical skills
- Attention to detail
- Effective communication
- Written and verbal communication
- Customer service
- Multitasking
- Time management
- Team collaboration
- Leadership skills
- Effective coaching
- Business understanding
- Logical thinking
- Investigative skills
- Report preparation
- Computer literacy
- Report preparation
- Time management
Relevant Skills
Possess interpersonal skills and have the ability to communicate effectively, Strong problem solving skills, apply logical thinking and processing to determine a solution to problem solving, Customer service skills, polite and well mannered, Operate cash machine and complete cash, credit and debit transactions, Ensure polite and friendly customer service is always provided to customer, Encouraged customer to purchase products, Informed customer of deals and promotion in increase sale, Assisted customers in selecting products and informed customers on product information, Quick learner, able to learn product information quickly in order to advise customers
Timeline
Senior Service Officer
Scotiabank
09.2016 - 06.2023
Customer service representative
Bmo Bank of Montreal
01.2012 - 08.2016
High school diploma -
Lincoln M. Alexander
09.2006 - 01.2010