Summary
Overview
Work History
Education
Skills
Accomplishments
Professional Development
Languages
Timeline
Generic

Kadija Persaud

Toronto,ON

Summary

Dynamic and results-driven banking professional with extensive experience in client service solutions, deposit and payment operations. Proficient in analytical thinking, strategic planning, leadership, and team management. Demonstrated ability to adapt and thrive in fast-paced environments, committed to fostering team success and operational excellence.

Overview

15
15
years of professional experience

Work History

Assistant Manager, Deposit Services

Bank of Montreal
07.2020 - Current
  • Coordinated team workflow and activities, including work assignments, performance reviews, quality control, training, and guidance
  • Provided day-to-day management and problem-solving support for junior staff
  • Supported the Manager in her absence, ensuring continuity of operations
  • Developed and reviewed processes based on business requirements and changes
  • Communicated with internal and external stakeholders to address inquiries and deliver on business objectives
  • Organized work information to ensure accuracy and completeness
  • Participated in change management activities, including readiness assessments, execution, evaluation, and sustainment of initiatives
  • Identified, diagnosed, and resolved problems within standard procedures, escalating non-routine issues to the Manager
  • Ensured compliance with documented policies and procedures, meeting all Service Level Agreements (SLAs)
  • Proposed creative solutions for operational improvements
  • Acted as Team Lead, assisting the Manager in workload management, resource forecasting, quality control, training, and problem resolution.
  • Organized and detail-oriented with a strong work ethic.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Cultivated interpersonal skills by building positive relationships with others.

Analyst, Cardholder Services

Bank of Montreal
06.2014 - 07.2020
  • Supported the product technical analyst team in streamlining new or enhanced TSYS products and processes for Mastercard issuance
  • Created and ran monthly audit reports to identify errors and unauthorized account changes, providing coaching to improve efficiency
  • Developed and delivered training on processes for new or enhanced products in collaboration with Change Management and Process Design Teams
  • Investigated and resolved client escalations reported by Customer Contact agents
  • Created test cases and conducted user acceptance testing (UAT) for new products
  • Played a key role in migrating NCCS clients to the TSY2 platform and executing the VISA to MasterCard product migration.

Corporate Client Service Officer

Bank of Montreal
05.2012 - 06.2014
  • Managed high volumes of telephone inquiries for several large corporate clients, resolving second-level escalations for Mastercard issuance
  • Acted as a dedicated agent for major clients, delegating responsibilities to the team
  • Trained and coached new hires to enhance service quality.

Customer Contact Agent

Bank of Montreal
09.2009 - 05.2012
  • Handled high volumes of customer inquiries, resolving issues related to Mastercard issuance and account management
  • Determined the level of escalation for client issues, resolving first-level escalations and forwarding second-level issues to relevant departments
  • Coached new hires and assisted in problem-solving.

Education

Bachelor of Science in Business Management -

University of Guyana (Ontario Certified)
06.2009

Diploma in Marketing -

University of Guyana (Ontario Certified)
06.2006

AICB - Associate Degree -

Thompson Rivers University, Kamloops
09.2004

Skills

  • Problem Solving
  • Teamwork
  • Adaptability
  • Time Management
  • Communication
  • Leadership and Management
  • Employee Scheduling
  • Task Delegation
  • Staff Supervision
  • Team motivation

Accomplishments

  • BRAVO Award with Distinguished Performance Rating, BMO, 09/01/12
  • Q2 Spotlight Award, BMO, 06/01/23

Professional Development

  • Customer Conversation, Active Listening, BMO, 06/01/12
  • Effective Business Writing, BMO, 06/01/13
  • Project Management Fundamentals, BMO, 01/01/13
  • Competent Communication, Toastmasters International, 01/01/18 - 06/01/19
  • Leadership vs Management, Leadership Skills for the Future, Excel including Comparative Analysis, BMO, 06/01/21
  • Business Analysis in a Virtual Setting and Human Resources: Leadership and Strategic Impact, LinkedIn, 10/01/21

Languages

English
Full Professional

Timeline

Assistant Manager, Deposit Services

Bank of Montreal
07.2020 - Current

Analyst, Cardholder Services

Bank of Montreal
06.2014 - 07.2020

Corporate Client Service Officer

Bank of Montreal
05.2012 - 06.2014

Customer Contact Agent

Bank of Montreal
09.2009 - 05.2012

Bachelor of Science in Business Management -

University of Guyana (Ontario Certified)

Diploma in Marketing -

University of Guyana (Ontario Certified)

AICB - Associate Degree -

Thompson Rivers University, Kamloops

Similar Profiles

CREATE PROFILE
Kadija Persaud