Joanna Roberts
Heffley Creek,Canada
Summary
Diligent Manager, Client Experience with over 14 years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention and vendor negotiation. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Manager, Client Advice
CIBC
Williams Lake, BC
02.2020 - 07.2022
- Planned work schedules to maintain adequate staffing levels.
- Disciplined employees to encourage compliance with company policies and procedures.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Analyzed competitors and market trends to facilitate business growth.
- Analyzed actual financial results to budget, preparing variance reporting to functional groups.
Manager, Client Experience
CIBC
Williams Lake, BC
11.2008 - 02.2020
- Delivered comprehensive bank-wide process flows for sales, originations, underwriting, closing and servicing activities, including identification of applicable regulations, risks, controls and opportunities for improvement.
- Created and updated financial reports on frequent basis to present information to leadership teams.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Customer Service Representative
CIBC
Williams Lake, BC
05.2005 - 11.2008
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Education
Diploma -
Dale Carnegie
Kamloops, BC01.2004
High School Diploma -
Barriere Senior Secondary
Barriere, BC06.1988
Skills
- Compliance Assessment
- Time Management
- Staff Recruitment and Hiring
- Critical Thinking
- Team Building Leadership
- Regulatory Submissions
- Cash Flow Management
- Asset Control
- Microsoft Office
- Financial Instruments
- Risk Assessment and Classification
Timeline
Manager, Client Advice
CIBC
02.2020 - 07.2022
Manager, Client Experience
CIBC
11.2008 - 02.2020
Customer Service Representative
CIBC
05.2005 - 11.2008
Diploma -
Dale Carnegie
High School Diploma -
Barriere Senior Secondary
Similar Profiles
Cheryl BadhamCheryl Badham
Financial Advisor at CIBCFinancial Advisor at CIBC
Fadi Barakat DiabFadi Barakat Diab
Senior Program Manager at CIBCSenior Program Manager at CIBC
Nakul SapkalNakul Sapkal
Application Developer at CIBCApplication Developer at CIBC
Parama ChattopadhyayParama Chattopadhyay
Escalation Desk Officer at CIBCEscalation Desk Officer at CIBC
Shannon MorrisonShannon Morrison
Inventory Manager at KB Holdings (Husband's Business)Inventory Manager at KB Holdings (Husband's Business)