Kiaan Braganza
Calgary,AB
Summary
With a solid background at The Bank of Nova Scotia, I specialize in customer service, cybersecurity, and enhancing transactional efficiency. My role significantly boosts branch performance through sales, process optimization, and contributing to our goals. My education equips me with strong investigative and legal research skills, crucial for informed decision-making and operational improvements.
I excel in daily transactions, sales, and integrating digital solutions to enhance customer experiences. My commitment to staying updated on banking regulations and cybersecurity, bolstered by an internship, enables me to navigate banking challenges effectively, ensuring a secure and customer-centric environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Customer Experience Associate
The Bank of Nova Scotia
Calgary, AB
11.2023 - Current
- Build strong customer relationships and deliver excellent customer service
- Process day-to-day transactions efficiently and accurately, ensuring a seamless banking experience for customers.
- Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities, including opening day-to-day accounts, fulfilling pre-approved credit opportunities, and processing GICs
- Prioritize work activities to optimize performance in meeting agreed targets and service level agreements.
- Support the promotion of continuous improvement in business processes and procedures by offering input and recommendations to management.
Customer Experience Associate
The Bank of Nova Scotia
Calgary, AB
06.2022 - 11.2023
- Build strong customer relationships by delivering exceptional service and understanding customers' needs.
- Process day-to-day transactions efficiently and accurately, ensuring a seamless banking experience for customers.
- Nurture long-standing relationships through proactive communication and personalized assistance.
- Serve as a technology expert, promoting digital banking options and assisting customers in managing their banking needs.
- Collaborate with team members to create a positive and supportive work environment, contributing to overall team success.
- Identified opportunities to improve the customer experience through feedback analysis.
Cyber Security Internship
The Bank of Nova Scotia
05.2023 - 09.2023
- Collaborated with the cyber security operations team on daily tasks to ensure the functionality of security systems
- Participated in small-scale projects, including data reconciliation in Excel workbooks, scripting tasks, and documentation of standard security operations procedures
- Monitored security alerts, conduct initial triage to assess severity, and escalate incidents as necessary to the security team
- Maintained current knowledge of bank policies and regulations and comply with legal and regulatory requirements globally.
- Assisted in promoting continuous improvement of business processes
Personal Shopper
Real Canadian Superstore
Calgary
04.2021 - 12.2023
- Conducted in-store shopping for customers, meticulously selecting high-quality products based on their preferences and specifications.
- Ensured accurate fulfillment of customer orders, double-checking items to guarantee completeness and accuracy before they are ready for pick-up.
- Provided attentive and personalized customer service, addressing inquiries, offering product recommendations, and assisting with any special requests or concerns.
- Utilized POS systems to process transactions efficiently and accurately, accepting various payment methods including debit, credit, cash, and gift cards.
- Handled customer feedback and complaints with professionalism and empathy, resolving issues promptly and ensuring customer satisfaction.
Lifeguard
Westside Recreation Center
Calgary, AB
11.2020 - 03.2021
- Built strong customer relationships by delivering exceptional service and understanding customers' needs
- Educated patrons about policies and procedures related to bather health and safety, promoting awareness and adherence.
- Utilized various forms of communication, including whistles, hand signals, body language, written, phone, and radio, to effectively communicate with team members and patrons.
- Conducted thorough scanning and supervision of all aquatic park positions, promptly responding to any incidents or emergencies.
- Collaborated with the aquatic team to provide first aid treatment when necessary, maintaining a safe environment for all patrons.
Gym Monitor
Westside Recreation Center
Calgary, AB
06.2015 - 02.2021
- Delivered outstanding customer service to clients utilizing Westside Recreation Centre's fitness facilities, ensuring a positive and welcoming experience for all patrons.
- Maintained cleanliness and orderliness of fitness equipment and facilities to uphold a safe and hygienic environment for patrons.
- Actively monitor and supervise gymnasiums to enforce safety protocols and prevent accidents or incidents, demonstrating a proactive approach to patron safety.
- Assisted in the organization and maintenance of equipment borrowing and return processes, ensuring smooth operations and availability of resources for patrons.
- Collaborated with other staff members to address any concerns or issues raised by patrons promptly and effectively, fostering a cohesive and supportive team environment.
Lifeguard
The Glencoe Club
Calgary, AB
05.2018 - 10.2020
- Built strong customer relationships by delivering exceptional service and understanding customers' needs
- Educated patrons about policies and procedures related to bather health and safety, promoting awareness and adherence.
- Utilized various forms of communication, including whistles, hand signals, body language, written, phone, and radio, to effectively communicate with team members and patrons.
- Conducted thorough scanning and supervision of all aquatic park positions, promptly responding to any incidents or emergencies.
- Collaborated with the aquatic team to provide first aid treatment when necessary, maintaining a safe environment for all patrons.
Education
Bachelor of Science - Mathematics And Computer Science
University of Calgary
Calgary, AB06-2025
Skills
- Fluent in English
- B2 Level in Spanish
- Hardworking
- Motivated
- Trustworthy
- Adaptable
- Fast learner
- Professional
- Friendly attitude
- Team player
- Strong research and investigative skills
- Microsoft Suite proficient
- Proficient in multiple coding languages
- Extensive knowledge on external software programs and research databases
Accomplishments
- Received honor roll for high academic achievement in University for years 1 and 2
Hobbies and Interests
- Skilled swimmer/Lifeguard
- Black belt in Karate
- Skier
- Badminton player
Certification
- Currently enrolled in the Canadian Investment Funds Course (CIFC) , expected to finish in July 2024
Languages
Spanish
Professional
Japanese
Professional
Timeline
Senior Customer Experience Associate
The Bank of Nova Scotia
11.2023 - Current
Cyber Security Internship
The Bank of Nova Scotia
05.2023 - 09.2023
Customer Experience Associate
The Bank of Nova Scotia
06.2022 - 11.2023
Personal Shopper
Real Canadian Superstore
04.2021 - 12.2023
Lifeguard
Westside Recreation Center
11.2020 - 03.2021
Lifeguard
The Glencoe Club
05.2018 - 10.2020
Gym Monitor
Westside Recreation Center
06.2015 - 02.2021
Bachelor of Science - Mathematics And Computer Science
University of Calgary
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