Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
References
Timeline
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Jeffrey Chatelain

Terrebonne,QC

Summary

Team Lead with extensive experience at Scotiabank, specializing in data analysis and strategic planning. Proven ability to enhance team performance and improve recovery rates through innovative problem-solving and effective delegation. Strong expertise in coaching and regulatory compliance, contributing to organizational success.

Overview

11
11
years of professional experience

Work History

Team Lead

Scotiabank
Anjou, Quebec
05.2024 - Current
  • Analyzed performance metrics to identify improvement and development opportunities.
  • Developed training materials to enhance staff learning and skills.
  • Monitored compliance with regulatory standards and internal policies consistently.
  • Provided leadership and guidance, ensuring timely completion of high-quality tasks.
  • Delegated tasks based on individual skill sets to maximize team effectiveness.
  • Identified and implemented process improvements as necessary.
  • Conducted regular one-on-one coaching sessions with staff members to foster personal development

Recovery Officer

Scotiabank
Anjou, Quebec
12.2022 - 05.2024
  • Resolved customer issues for assigned accounts while delivering exceptional service.
  • Analyzed late payment reports to identify circumstances and recommend collection actions.
  • Executed regulations to ensure compliance with contractual debt obligations.
  • Developed strategies that consistently improved recovery rates.
  • Prepared necessary documents for court proceedings as required.

Collection Officer

Scotiabank
Anjou, Quebec
12.2021 - 12.2022
  • Reduced total outstanding accounts by persistently pursuing debtors and reclaiming owed funds.
  • Took ownership of assigned accounts, resolving customer issues with exceptional service.
  • Confirmed payment arrangements and finalized customer payment dates and contact details.
  • Documented all discussions and actions in customer accounts and collections database.
  • Reviewed accounts to assess compliance with established payment plans.
  • Overcame objections through advanced training and persuasive techniques.

Customer Service Representative

Scotiabank
Anjou, Quebec
05.2021 - 10.2021
  • Ensured confidentiality of sensitive information while addressing customer account inquiries.
  • Managed high-volume calls, emails, and chat inquiries to provide prompt assistance.
  • Collaborated with cross-functional teams to effectively resolve complex customer issues.
  • Handled escalated complaints professionally, achieving satisfactory resolutions for clients and company.

Collections Agent

Telus Mobility
03.2020 - 02.2021
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
  • Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
  • Reduced delinquency rates by implementing effective skip tracing techniques to locate hard-to-find debtors.

Team Lead

Starbucks
Newport beach, California
03.2014 - 11.2017
  • Boosted team performance through regular coaching, feedback, and skill development initiatives.
  • Established clear performance metrics to effectively track progress toward targets.
  • Drove positive organizational change through strategic thinking, innovation, and problem-solving.
  • Cultivated long-term client partnerships by accurately understanding needs and delivering projects on time.
  • Modeled commitment to excellence and professionalism, reinforcing adherence to company values.

Education

Laval -

Cegep Montmorency
Laval
05-2017

High School Diploma -

Ecole Marie-anne
Montreal, QC
06-2015

Skills

  • Strategic planning
  • Conflict resolution
  • Time management
  • Adaptability
  • Problem solving
  • Strategic planning
  • Conflict resolution
  • Time management
  • Adaptability
  • Problem solving

Affiliations

  • Golf
  • Chess
  • Outdoor activities

Accomplishments

  • Top performer in all my roles
  • Team lead for Starbuck
  • Team lead with Scotiabank

Languages

English
Native/ Bilingual
French
Native/ Bilingual

References

References available upon request.

Timeline

Team Lead

Scotiabank
05.2024 - Current

Recovery Officer

Scotiabank
12.2022 - 05.2024

Collection Officer

Scotiabank
12.2021 - 12.2022

Customer Service Representative

Scotiabank
05.2021 - 10.2021

Collections Agent

Telus Mobility
03.2020 - 02.2021

Team Lead

Starbucks
03.2014 - 11.2017

Laval -

Cegep Montmorency

High School Diploma -

Ecole Marie-anne

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Jeffrey Chatelain