Summary
Overview
Work History
Education
Skills
Technical Expertise
Timeline
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Joanna Riccardi

Richmond Hill,Canada

Summary

Member Service professional dedicated to giving every member a positive experience, promoting loyalty and repeat business. Proficient in day to day branch operations, regulatory compliance and audit procedures. Strong history of providing excellent team leadership and knowledge through coaching and mentorship. Excellent planning abilities and interpersonal communication skills.

Overview

15
15
years of professional experience

Work History

Regional Operations Coordinator

Duca Financial Services
07.2022 - Current
  • Reporting directly to East Region Vice President, responsible for keeping and maintaining accurate reports and spreadsheets for day to day banking and operations of East Region Branches.
  • Performed Quarterly Audit spot checks on branches to ensure proper implementation of all branch audit policies and procedures provided feedback and implemented corrective actions.
  • Mentored staff from various branches on maintaining proper administrative procedures for day to day branch operations. Assisted branches in keeping audit and daily branch operations consistent and efficient for maximum performance.

Senior Member Service Representative

Duca Financial Services
04.2020 - 07.2022
  • Ensure day to day branch operations, audit and compliance procedures are executed effectively
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Maintain high level of member service for every interaction
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Member Service Representative

Duca Financial Services
08.2016 - 04.2020
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Recommended specific products and services tailored to members individual needs.
  • Successfully handled high volume of inbound and outbound calls representing offerings for current branch promotions and products.
  • Enhanced members day to day banking experience by approaching conversations with positive attitude with focus on member satisfaction.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.

Lunchroom Supervisor

York Catholic District School Board
09.2008 - 08.2016
  • Monitored student behavior and implemented corrective actions.
  • Monitored students during lunchtime and provided verbal cues to students to manage behavior.
  • Established safe atmosphere for students to eat, socialize and relax prior to afternoon classes.
  • Walked around cafeteria looking for spills and assisting students with opening food containers.

Education

Some College (No Degree) - Legal Administrative Assistance

Humber College of Applied Arts And Technology
Toronto, ON

Skills

  • Self motivated professional
  • Strong Interpersonal skills
  • Verbal and Written Communication
  • Resourceful
  • Organized
  • Goal-oriented
  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • Time management
  • Upbeat and Positive Personality
  • Passionate
  • Team-Oriented and Cooperative

Technical Expertise

Microsoft Office platform, including Word, Excel and Powerpoint

Timeline

Regional Operations Coordinator

Duca Financial Services
07.2022 - Current

Senior Member Service Representative

Duca Financial Services
04.2020 - 07.2022

Member Service Representative

Duca Financial Services
08.2016 - 04.2020

Lunchroom Supervisor

York Catholic District School Board
09.2008 - 08.2016

Some College (No Degree) - Legal Administrative Assistance

Humber College of Applied Arts And Technology

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Joanna Riccardi