Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kate Sayer

Barrie,ON

Summary

Dynamic professional with extensive experience at CIBC, excelling in client relationship management and operations. Proven track record in enhancing service delivery and customer satisfaction through strategic planning and effective communication. Bilingual in French and English, I am dependable and committed to fostering strong partnerships that drive business growth.


Overview

19
19
years of professional experience

Work History

Owner/Operator

MadKenny Creative
12.2011 - Current
  • Managed day-to-day operations, ensuring efficient workflow and customer satisfaction.
  • Developed and implemented standard operating procedures to enhance service quality.
  • Monitored inventory levels and coordinated with suppliers for timely restocking.
  • Sole owner and responsible for all tasks including production of products, import/export of goods, maintenance of website, advertising/marketing through social media, invoicing and shipping duties
  • Resolved customer inquiries and issues promptly, maintaining a positive service atmosphere.
  • Collaborated with marketing efforts to promote services and attract new customers.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.

Small Business Account Manager

CIBC
09.2012 - 06.2019
  • Managed client relationships to ensure satisfaction and retention.
  • Developed tailored solutions for small business clients, enhancing service delivery.
  • Collaborated with cross-functional teams to streamline account management processes.
  • Analyzed client data to identify growth opportunities and improve account performance.
  • Conducted regular follow-ups to assess client needs and adjust strategies accordingly.
  • Provided ongoing support to clients throughout the life cycle of their accounts, addressing concerns quickly and effectively resolving issues as they arose.
  • Implemented sales strategies aimed at acquiring new small business clients within targeted industries or market segments.
  • Developed strong relationships with clients, which led to higher customer retention and increased referrals.
  • Participated in community events as a representative of the company, fostering goodwill and promoting brand awareness among local small businesses.
  • Managed a diverse portfolio of small business accounts, maintaining excellent customer service and timely communication.

Financial Services Associate

CIBC
07.2009 - 01.2012
  • Analyzed financial data to support investment decisions and improve client portfolios.
  • Developed and maintained client relationships, ensuring consistent communication and service excellence.
  • Coordinated documentation for loan applications, enhancing approval efficiency and accuracy.
  • Developed strong partnership with Financial Advisor to fulfil the financial needs of our clients
  • Responsible for booking client appointments with the Financial Advisor
  • Responsible for maintenance and compliance of client files
  • Responsible for performing transactional services when required

Bilingual Investigations Queue Representative

CIBC
09.2007 - 07.2009
  • 2nd Level escalation group consisting of subject matter experts responsible for assisting all lines of business at our National Support Line
  • Streamlined communication processes between departments, resulting in improved collaboration.
  • Serving as intermediary between NSL front line and Business Consultant and Partners
  • Serving as intermediary between NSL front line, branches and customer care
  • Mentored junior staff on effective sales techniques and product knowledge.
  • Implemented best practices for issue resolution, reducing response times significantly.
  • Coordinated cross-functional projects to optimize workflow and service delivery.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.

Bilingual Customer Service Representative

CIBC
05.2006 - 09.2007
  • Delivered exceptional bilingual support to customers, enhancing overall satisfaction and loyalty.
  • Resolved complex inquiries through effective communication in English and French, ensuring clarity and understanding.
  • Implemented process improvements that increased response accuracy and efficiency in addressing customer concerns.
  • Managed multiple customer interactions simultaneously while maintaining high standards of service quality.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and French languages.

Education

No Degree - Canadian Securities Course

Canadian Securities Institution
Toronto, ON
02-2009

High School Diploma -

Ecole Secondaire St Charles Garnier
Whitby, ON
06-2001

Skills

  • Operations management
  • Documentation and reporting
  • Business planning
  • Bilingual in both French and English
  • Inventory management
  • Strategic planning
  • Relationship management
  • Financial planning
  • Client relationship management
  • Dependable and reliable
  • Customer-oriented

Languages

English
Native or Bilingual
French
Native or Bilingual

Timeline

Small Business Account Manager

CIBC
09.2012 - 06.2019

Owner/Operator

MadKenny Creative
12.2011 - Current

Financial Services Associate

CIBC
07.2009 - 01.2012

Bilingual Investigations Queue Representative

CIBC
09.2007 - 07.2009

Bilingual Customer Service Representative

CIBC
05.2006 - 09.2007

No Degree - Canadian Securities Course

Canadian Securities Institution

High School Diploma -

Ecole Secondaire St Charles Garnier

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Kate Sayer