Kim Roche
Dartmouth,NS
Summary
I have been with Scotiabank for 20 years. I am an Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
My customer service, time management and attention to detail skills are some of the skills I would be bringing to your team and would surely be an asset to any organization.
Overview
8
8
years of professional experience
Work History
Assistant Manager Quality Controls
Scotiabank
03.2020 - 10.2023
- High level overview of regulatory compliance.
- Leading and driving a customer focused culture through out team while building a high performance environment.
- Conducting reviews and providing regular updates of core business based on established quality assurance program.
- Mitigating risk, achieving KPI's and focusing on SAP's.
- Identifying trends, gaps and opportunities through data analysis and making recommendations.
- Developed strong working relationships with staff, and other departments fostering a positive work environment.
- Implemented effective financial reporting systems, enabling data-driven decision making across the organization.
- Identified revenue leakage areas through detailed expense tracking and addressed issues proactively.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects and tasks.
- Mitigated potential fraud risks by designing strict anti-fraud policies and procedures in collaboration with executive leadership.
Business Controls Specialist
Scotiabank
07.2017 - 03.2020
- Reduced operational risks for the company by conducting comprehensive risk assessments and providing targeted recommendations.
- Collaborated with cross-functional teams to develop comprehensive business strategies and drive growth opportunities.
- Mitigated potential fraud risks by designing strict anti-fraud policies and procedures in collaboration with executive leadership.
- Conducted regular training sessions on risk management best practices for employees across all levels of the organization.
Manager Customer Service
Scotiabank
09.2015 - 07.2017
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Handled customer inquiries and suggestions courteously and professionally.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Education
Completed Two Years Education/Arts Degree
Mount St Vincent Uniersity
Halifax, NSSkills
- Attention to Detail
- Time Management
- Curiosity
- Flexible
- Work Independently
- Analytical
- Employee Scheduling
- Operations Management
- Cost Reduction
- Employee Performance Evaluations
- Staff Training and Development
- Team motivation
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of three in the development of Commercial Banking high level review.
- Collaborated with team of [Number] in the development of [Project name].
- Supervised team of twelve staff members.
- Received recognition as a top employee in a variety of positions over my twenty years with Scotiabank
- Developed and implemented a successful employee exchange program within local branches.
- Acted as a Viewpoint liaison between team and upper management
Languages
English
Native or Bilingual
Timeline
Assistant Manager Quality Controls
Scotiabank
03.2020 - 10.2023
Business Controls Specialist
Scotiabank
07.2017 - 03.2020
Manager Customer Service
Scotiabank
09.2015 - 07.2017
Completed Two Years Education/Arts Degree
Mount St Vincent Uniersity
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