Summary
Overview
Work History
Education
Skills
Timeline
Generic

Laurel Krusel

8110 Kalview Dr,Coldstream

Summary


Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Client focused and team player.

Overview

30
30
years of professional experience

Work History

Senior Financial Advisor

Scotiabank
07.2024 - Current
  • Developed personalized financial plans to meet client needs and objectives.
  • Analyzed investment portfolios to recommend adjustments for optimal performance.
  • Facilitated client meetings to discuss financial strategies and investment opportunities.
  • Educated clients on various financial products and services available at Scotiabank.
  • Assisted clients during major life events such as retirement planning or college funding preparations.
  • Developed thorough understanding of each client's needs and financial situation by asking questions and conducting research.

Assistant Manager

Scotiabank
10.2018 - 07.2024
  • Led team initiatives to enhance customer service quality and operational efficiency.
  • Developed training programs to mentor junior staff, improving team performance and knowledge retention.
  • Streamlined daily operations through process improvements, resulting in increased workflow efficiency.
  • Coordinated cross-functional projects to align departmental goals with organizational objectives.
  • Ensured compliance with banking regulations while maintaining high standards of accuracy in transactions.
  • Implemented best practices for risk management, contributing to a safer banking environment for customers.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.

Manager Customer Service

Scotiabank
01.2014 - 06.2018
  • Led customer service team, enhancing overall performance and service quality.
  • Analyzed customer feedback data, identifying trends to enhance service delivery strategies.
  • Established performance metrics, monitoring team effectiveness and driving continuous improvement initiatives.
  • Mentored junior staff, fostering a collaborative environment focused on exceptional service standards.
  • Oversaw complaint resolution process, ensuring timely responses and high satisfaction rates among customers.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.

Manager Customer Service

Scotiabank
07.1995 - 12.2013
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.

Education

Branch Compliance Officer - Securities Investments

CSI
Online
10.2022

Chartered Financial Planner -

Institute of Financial Planning
Online
10.2020

Skills

  • Verbal and written communication
  • Know your customer
  • Client service and support
  • Problem-solving
  • Time management
  • Attention to detail
  • Critical thinking
  • Data privacy

Timeline

Senior Financial Advisor

Scotiabank
07.2024 - Current

Assistant Manager

Scotiabank
10.2018 - 07.2024

Manager Customer Service

Scotiabank
01.2014 - 06.2018

Manager Customer Service

Scotiabank
07.1995 - 12.2013

Branch Compliance Officer - Securities Investments

CSI

Chartered Financial Planner -

Institute of Financial Planning

Similar Profiles

CREATE PROFILE
Laurel Krusel