Keisha Roper
Ottawa,Canada
Summary
Customer-focused professional adept at identifying and addressing client needs while enhancing team performance. 4 years + experience in managing high-volume inquiries, providing timely solutions, and mentoring colleagues to optimize service delivery. Committed to contributing to organizational success through effective communication and relationship-building.
Overview
7
7
years of professional experience
Work History
Insurance Operation Coordinator
SISIP Financial (CFWMS)
Ottawa, Ontario
10.2023 - Current
- Facilitated client communication, addressing inquiries and providing timely responses.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Facilitated communication between different departments in order to resolve issues quickly.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Ensured compliance with company policies and procedures related to project management activities.
Banking Advisor
Royal Bank of Canada
Ottawa, ON
10.2022 - 10.2023
- Provided comprehensive advice on a range of banking products including loans, mortgages, savings accounts, investments and insurance.
- Built relationships with customers by providing excellent customer service.
- Responded promptly to customer complaints by resolving issues efficiently and effectively.
- Promoted business to increase customer base and grow revenue.
- Generated sales leads through networking activities such as attending events or contacting potential customers.
Customer Service Representative
CIBC Mastercards
Ottawa, Canada
05.2022 - 08.2022
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolved customer issues with knowledgeable and friendly service, fostering high customer satisfaction.
- Facilitated effective communication by managing numerous inbound and outbound customer calls for service inquiries.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Relayed customer feedback to cross-functional teams via SalesForce, contributing to product and service enhancements.
- Mentored new employees on procedures and policies, enhancing team's understanding and performance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Agent
Scotiabank
Ottawa, Canada
07.2021 - 05.2022
- Educated clients on banking products and services available.
- Processed transactions accurately using banking software systems.
- Updated customer accounts and maintained accurate records promptly.
- Provided feedback to management on service improvement opportunities.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Answered incoming calls promptly and professionally within company standards.
Sales Associate
Footlocker
Ottawa, Canada
06.2019 - 07.2026
- Achieved sales targets by providing exceptional customer service and maintaining store operations.
- Engaged customers through open-ended questions to identify needs and enhance shopping experience.
- Share expertise of products and trends to fit customer's needs.
- Trained new team members on cash register operation, stock procedures, and customer service to ensure efficient store operations.
- Arranged merchandise with signage and appealing displays to boost customer sales and effectively manage overstock.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintain an awareness of all product knowledge, and current or upcoming product / trends.
- Collected payments and provided accurate change.
- Handled customer complaints in a professional manner.
Education
Certificate - General Arts And Science - Justice Studies
Algonquin College
Ottawa, ON04-2019
Bachelor of Arts - Human Rights And Social Justice
Carleton University
Ottawa, ONHigh School Diploma -
Notre Dame
Ottawa, ON06-2018
Skills
- CRM, Microsoft Excel
- CRM
- Microsoft Excel
- Sales generation
- Product knowledge
- Calling skills
- Financial management
- Time management
- Team collaboration
- Multitasking skills
- Effective communication
- Composed under pressure
Accomplishments
- RBC Performance Award - Fraud Buster
- Revenue Growth - Successfully generated an additional $1 million in investment referrals within one year as a banking advisor.
Languages
- French, Fluent
- English, Fluent
Timeline
Insurance Operation Coordinator
SISIP Financial (CFWMS)
10.2023 - Current
Banking Advisor
Royal Bank of Canada
10.2022 - 10.2023
Customer Service Representative
CIBC Mastercards
05.2022 - 08.2022
Customer Service Agent
Scotiabank
07.2021 - 05.2022
Sales Associate
Footlocker
06.2019 - 07.2026
Certificate - General Arts And Science - Justice Studies
Algonquin College
Bachelor of Arts - Human Rights And Social Justice
Carleton University
High School Diploma -
Notre Dame