Jonah Zlatinszky
London
Summary
Experienced customer assistance professional with a strong background in the financial services industry. Collaborative team player known for positive demeanor and ability to build rapport with clients. Committed to ensuring customer satisfaction and contributing to overall company success. Specializes in optimizing quality, speed, and processes. Articulate, energetic, and results-oriented with a genuine passion for developing relationships, cultivating partnerships, and driving business growth. With 8 years of experience in various customer service and account positions, adept at resolving account and service concerns while promoting company products and maintaining loyal, satisfied customers. Focused on exceeding expectations and fostering team success. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Utilizes independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Customer Assistance Officer
TD MBNA
01.2023 - Current
- Inbound and outbound calling involving solving problems at first contact; deliver legendary experiences and trusted advice
- Contribute to a culture that is focused on delivering business results and contributing to our communities
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer concerns of credit impacts, products, services and company information
- Engage customers/partners in conversation to understand and meet their current and future products/ sales and/or service needs by proactively providing them with information/advice/guidance
- Offer advanced knowledge and/or advice/guidance as it relates to their respective business area
- Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
- May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
- Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
- Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
Customer Assistance Training Officer
MBNA
10.2024 - 11.2024
- Completed onboarding of new colleagues and worked to see them through the education process.
- Established personnel qualifications and coordinated onboarding activities.
- Adjusted instructional strategies according to student needs and understanding of material.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Developed and implemented effective lesson plans to cover necessary material.
- Identified training needs and planned classes accordingly.
- Acted as training subject matter expert and provided extensive technical support to different departments.
- Established and maintained quality control standards.
- Facilitated virtual, in-person and blended learning sessions.
Customer Service Representative
TD MBNA
05.2016 - 01.2023
- Matching products, services and solutions to each customers' unique needs, and solving problems at first contact; deliver legendary experiences and trusted advice
- Contribute to a culture that is focused on delivering business results and contributing to our communities
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
- Provided primary customer support to internal and external customers
General Labourer
Ottawa Decks and Interlock
01.2014 - 01.2015
- Landscaping - construction Installation, excavation and clean up
- Interpreted job site supervisor's orders and technical documentation to complete accurate work
- Brought materials and tools from trucks and storage facilities to work site locations and organized for expected needs
Sales Representative
Channers Men's and Ladies Apparel
01.2011 - 01.2013
- Sales
- Stocked merchandise, clearly labeling items, and arranging according to size or color
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions
- Listened to customer needs and desires to identify and recommend optimal products
- Built customer loyalty and retention by delivering excellent shopping experiences
Soccer Coach
One Goal Elite Soccer
07.2010 - 09.2012
- Promoted love of game by assisting players with understanding positioning, play techniques and teamwork strategies
- Prepared athletes for special competitions and tournaments
- Boosted performance of individual athletes by devising strategic personal training programs
- Motivated athletes to become stronger, more agile and more effective through training habits and proper nutrition
Education
Bachelor of Arts - Legal Studies
Carleton University
Ottawa, ON05.2019
High school diploma or GED - undefined
St. Thomas Aquinas
London, ON06.2014
Skills
- Presentation Skills
- Sales
- Customer support
- Financial Services
- Complaint handling
- Communication skills
- Business development
- Strong interpersonal skills
- Technical skills
- Cross-selling
- Customer relations
- MS office
- Customer service
- Account management
- Procedural improvements
- Staff leadership
- Quality management
Personaldetails
Bachelor's Degree, 5
Languages
English
Native or Bilingual
Timeline
Customer Assistance Training Officer
MBNA
10.2024 - 11.2024
Customer Assistance Officer
TD MBNA
01.2023 - Current
Customer Service Representative
TD MBNA
05.2016 - 01.2023
General Labourer
Ottawa Decks and Interlock
01.2014 - 01.2015
Sales Representative
Channers Men's and Ladies Apparel
01.2011 - 01.2013
Soccer Coach
One Goal Elite Soccer
07.2010 - 09.2012
High school diploma or GED - undefined
St. Thomas Aquinas
Bachelor of Arts - Legal Studies
Carleton University
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