Summary
Overview
Work History
Education
Skills
Volunteer Experience/Personal Interests
References
Languages
Timeline
Generic
Jennifer Mills

Jennifer Mills

Kamloops,B.C.

Summary

Confident training leader with demonstrated planning, organizational and leadership abilities focused on building positive culture and career opportunities for employees. Highly effective at educating people at all different skill levels. Seek similar role with a company that will stretch current skills set while creating new opportunities to grow and contribute to a positive work environment.

Overview

27
27
years of professional experience

Work History

Manager of Learning Delivery

RBC Group
11.2022 - Current
  • Conducted orientation sessions and facilitated on-the-job training for new hires.
  • Drove departmental performance and achievement of service levels through focused team operational reviews and structured coaching.
  • Conducted training courses and prepared videos for long-term use.
  • Delivered new employee onboarding and training sessions virtually using Webex.
  • Communicated learning and performance objectives, schedules, and training assessments to upper management.
  • Managed new employee orientation training process for 100s of employees each year.

Credit Advisor

RBC Group
02.2021 - 11.2022
  • Excelled and grew in knowledge and leadership within peer group through leading skill building sessions and one on one coaching.
  • Responded to client concerns and questions about credit scores and methods to improve numbers.
  • Interviewed clients by telephone or in-person to gather financial information.
  • Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
  • Produced budget tools, educational support and referrals for clients.
  • Calculated clients' available monthly income to meet debt obligations.
  • Answered over 20 customer communications per day via telephone, email and web chat.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Participated in team projects, demonstrating ability to work collaboratively and effectively.
  • Cultivated interpersonal skills by communicating with clients and staff around sensitive and private information.

Remote Office Employee: SSG/day to day banking

RBC Group
03.2020 - 01.2021
  • Showed the ability to pivot during the pandemic and volunteered to join the RBC Advice Centre as a Banking Advisor to help them with the influx of calls.
  • Excelled in the role showing the ability to learn and adapt quickly.
  • Answered and managed incoming and outgoing calls assisting clients in a variety of banking needs
  • Utilized office management software to record and track customer information.
  • Coordinated and scheduled meetings and appointments.
  • Fostered operational efficiency and compliance with company policies through effective use of procedures and team collaboration.
  • Interacted with customers by phone and email to provide information.
  • Collaborated with various departments to complete assigned tasks.

Customer Service Representative

RBC Group
05.2017 - 01.2020
    • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
    • Exhibited high energy and professionalism when dealing with clients and staff.
    • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
    • Cross-trained and provided backup support for organizational leadership.
    • Cross-trained and backed up other customer service managers.
    • Participated in team meetings and training sessions to stay informed about product updates and changes.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    • Trained and mentored new employees.

Ski Instructor

Sun Peaks Resort
01.2013 - 01.2017
  • Was hired as a fulltime ski instructor during the winter months, working with all age ranges and abilities
  • Recognized as one of Sun Peaks' top performers.
  • Detailed safety rules and procedures regarding activities to customers and guests.
  • Offered constructive feedback to clients to help reach goals.
  • Facilitated group coaching sessions and provided individual coaching support.
  • Trained clients in proper use of equipment for safety and maximum results.
  • Utilized various coaching models and techniques to maximize client success.
  • Analyzed client feedback to adjust coaching sessions accordingly.
  • Established clear benchmarks for performance and monitored individual progress.
  • Developed and delivered effective and engaging coaching sessions to improve performance.
  • Researched latest industry trends and developments to keep abreast of best practices.

Lift Maintenance Department

Sun Peaks Resort
01.2013 - 01.2017
  • Learned how to operate and maintain all of the lifts at the Resort while working both independently and alongside certified millwrights.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
  • Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
  • Created and submitted detailed reports to highlight maintenance activities and equipment performance.


Ski Instructor

Harper Mountain
01.2008 - 01.2014
  • Worked as a fulltime ski instructor for Harper Mountain.
  • Helped develop and improve lesson offerings and the overall department structure.
  • Created and implemented innovative strategies to engage clients in coaching journey.
  • Assisted in developing marketing materials to promote coaching services.
  • Implemented programs such as Ladies Day, organizing and promoting program participation.
  • Developed and delivered effective and engaging progress reports for children and adults learning to ski.

General Laborer

Harper Mountain
01.2008 - 01.2014
  • Helped with all aspects of maintenance both on the hill and in the lodge
  • Duties included lift maintenance, clearing and logging of trails, brush cutting, cleaning and care of the lodge.
  • Formulated policies and procedures to streamline operations.
  • Worked independently in uncontrolled environments, problem solving with minimal supervision and tools.

Financial Planning Associate

RBC Group
01.2003 - 01.2006
  • Responsible in handling the day to day transactions and administrative duties of several financial planners
  • Organized regional meetings and helping with client events.
  • Drafted comprehensive financial plan to offer recommendations and supporting data.
  • Researched and evaluated potential investment products for clients.
  • Analyzed Planners client lists and created business plans to help increase portfolio opportunities and build on existing clients relationships.

Personal Financial Services Representative

RBC Group
01.1999 - 01.2003
  • Assisted clients in opening and servicing personal bank accounts, processing loans and mortgages as well as investment/retirement options
  • Mentored and trained new employees on how to deliver sensitive and private information.
  • Examined clients' overall financial situation by reviewing income, assets, debts, expenses and credit reports.
  • Analyzed clients' financial situations to offer products to improve standard of living.
  • Developed and maintained strong relationships with clients to maximize satisfaction.
  • Helped clients make informed decisions about financial future.
  • Educated clients on financial topics and best practices.
  • Educated clients on potential risks and rewards associated with various investments.
  • Recommended specific investments to help clients meet financial goals.

Customer Service Representative

RBC Group
01.1997 - 01.1999
  • Helped clients with day to day transactions involving all aspects of their banking needs
  • This was a entry level position with RBC, learning from the ground up.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standards.

Education

Training in Emotional Intelligence -

Udemy
Online
07.2023

Diversity And Inclusion Training -

Udemy
Online
10.2023

Entry Level Data Analysis -

Udemy
Online
10.2023

Critical Thinking And Decision Making -

Udemy
Online
08.2023

Investment Funds In Canada -

Institute of Canadian Bankers
06.2000

High School Diploma -

LVR High School
Nelson, BC
06.1995

Entry Level One -

Canadian Ski Coaching Federation

Ski Instructor Levels 1-3 -

Canadian Ski Instructors Alliance
01.2014

Skills

    • Facilitation
    • Coaching
    • Webex, Excel Proficiency
    • Computer Skills
    • Diversity and Inclusiveness training
      • Communicating with empathy
      • Change management
      • Supervision and Leadership
      • Problem-Solving
      • Analytical and Critical Thinking skills

Volunteer Experience/Personal Interests

  • Church, Deacon of Children's Ministries, Here I organized teachers and set out curriculum to be taught and filled in where needed, and resolved conflicts within the ministry.
  • Sports Teams, Coach, I have coached and participated in many sports teams (skiing and volleyball mainly); mentoring and motivating young kids to adults. I have participated as an athlete in these areas of sport and trained for a ½ marathon at the end of April 2022.
  • Willowby Marjorie Hospice, Grief Counsellor Volunteer, Currently, I am also waiting to volunteer at the Willowby Marjorie Hospice in Kamloops BC as a grief councillor. This will have formal training to visit and assist terminally ill people and their grieving families.

References

References available upon request.

Languages

English
Native or Bilingual

Timeline

Manager of Learning Delivery

RBC Group
11.2022 - Current

Credit Advisor

RBC Group
02.2021 - 11.2022

Remote Office Employee: SSG/day to day banking

RBC Group
03.2020 - 01.2021

Customer Service Representative

RBC Group
05.2017 - 01.2020

Ski Instructor

Sun Peaks Resort
01.2013 - 01.2017

Lift Maintenance Department

Sun Peaks Resort
01.2013 - 01.2017

Ski Instructor

Harper Mountain
01.2008 - 01.2014

General Laborer

Harper Mountain
01.2008 - 01.2014

Financial Planning Associate

RBC Group
01.2003 - 01.2006

Personal Financial Services Representative

RBC Group
01.1999 - 01.2003

Customer Service Representative

RBC Group
01.1997 - 01.1999

Training in Emotional Intelligence -

Udemy

Diversity And Inclusion Training -

Udemy

Entry Level Data Analysis -

Udemy

Critical Thinking And Decision Making -

Udemy

Investment Funds In Canada -

Institute of Canadian Bankers

High School Diploma -

LVR High School

Entry Level One -

Canadian Ski Coaching Federation

Ski Instructor Levels 1-3 -

Canadian Ski Instructors Alliance

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Jennifer Mills