Summary
Overview
Work History
Education
Skills
Additional Employment History
References
Timeline
Generic

Lisa J. Venuto

Mississauga,Canada

Summary

Adept at leading high-performing teams, I excelled at Community Trust Company by enhancing customer support operations and ensuring compliance with AML and KYC regulations. Leveraging skills in Salesforce and team management, I drove service excellence, achieving significant improvements in client satisfaction and operational efficiency.

Overview

11
11
years of professional experience

Work History

Team Lead, Customer Support

Community Trust Company
Mississauga, Canada
01.2022 - 01.2024
  • Inspired and cultivated the Customer Support team, focusing both on individual and collective success
  • Provided onboarding and comprehensive training for the Customer Support Agents through the development and maintenance of the departments Policy & Procedures manual (P&P)
  • Developed and maintained impactful training programs that accelerated employee onboarding and enhance team competencies
  • Facilitated one-on-one training with Customer Support Agents to address challenges, celebrate achievements and establish goals for ongoing performance and professional development
  • Provided constructive feedback and targeted coaching to Customer Support Agents through call monitoring, quality assessment performance review scores and client escalations
  • Collaborated with managing performance and attendance of the Customer Support team
  • Effectively delivered exceptional customer service, ensuring satisfaction and fostering long-term client loyalty by listening and identifying the clients needs and implementing innovative, client focused solutions
  • Spearheaded the implementation of innovative solutions to streamline the customer support operations and enhance efficiencies as measured by Service Level Agreements (SLAs) through automation of existing systems
  • Coordinated the Salesforce queue to prioritize customer requests and escalations, driving timely responses and efficient resolutions to uphold service excellence and satisfaction
  • Proficient of regulatory frameworks, including Anti Money Laundering (AML), Know Your Clients (KYC), and privacy regulations, ensuring adherence to industry standards and mitigating risks
  • Collaborated with various departments to drive alignment, achieve business objectives, and ensure seamless operations by understanding clients needs and leveraging those insights to refine and optimize processes
  • Advanced knowledge of Power BI, LMS 360, Genesys and Salesforce, enabling data-driven decisions and improved workflow management

Mortgage Default & Servicing Specialist

Community Trust Company
Mississauga, Canada
01.2020 - 01.2022
  • Managed high-risk client defaults, ensuring timely resolutions and effective settlements while fostering strong client relationships through proactive communication and consistent follow-ups
  • Efficiently adjusted to changing client needs and company policies, delivering personalized support in resolving complex issues and guiding clients through payment plans to ensure mutually beneficial outcomes
  • Maintained high standards of accuracy while processing transactions and adhering to service level agreements (SLAs), contributing to the smooth operation of the department and compliance with Company policies
  • Provided exceptional customer service by responding to client inquiries both internal and external within established service standards, ensuring client satisfaction and retention through thorough investigation and resolution of concerns
  • Demonstrated meticulous attention to detail in managing and maintaining electronic records, ensuring data accuracy, compliance with internal protocols, and safeguarding data integrity across client accounts
  • Proactively recommended and implemented process improvements, contributing to enhanced operational efficiency and a better client experience
  • Ensured adherence to AML (Anti-Money Laundering) policies, including Know Your Client (KYC) rules, by diligently reviewing accounts, identifying potential risks, and escalating matters as needed to prevent violations and maintain compliance
  • Acquired new policies and procedures related to Anti Money Laundering (AML) and Anti Terrorist Financing (ATF) regulations, displaying adaptability in applying knowledge to mitigate risk and improve compliance efforts
  • Spearheaded investigative efforts into potential regulatory breaches, ensuring timely actions and risk mitigation in collaboration with key stakeholders and management
  • Maintained a high level of motivation and dedication to risk management and operational compliance, assisting management with mortgage servicing tasks
  • Delivered comprehensive training and mentorship to new team members, fostering a collaborative, high-performance work environment and ensuring quick integration into team dynamics

Sr. Collector & Credit Reporting Manager

DebtCollect Inc.
Toronto, Canada
01.2013 - 01.2020
  • Mitigated business risk by overseeing the strategic recovery of delinquent receivables, ensuring timely action to minimize financial loss while maintaining a customer-centric approach focused on relationship management and retention
  • Spearheaded negotiations and implemented payment terms, balancing business objectives with client needs
  • Initiated targeted recovery actions, including legal measures and credit reporting, to effectively manage outstanding accounts and reduce risk exposure
  • Cultivated and nurtured long-term client relationships, driving collaborative partnerships through data-driven insights, strategic consultations, and consistent updates, significantly improving payment behaviors and reducing delinquency rates
  • Monitored and mitigated financial risks by preparing and submitting delinquent accounts to major credit bureaus (Equifax Canada, TransUnion, Dunn & Bradstreet), ensuring full regulatory compliance with industry standards and risk management best practices
  • Contributed to data-driven decision-making and improved risk mitigation strategies to bolster overall business performance and operational efficiency

Education

Construction Engineering & Management -

George Brown Casa Loma Campus
Toronto, ON

MTA201 - Municipal Tax Administration -

Seneca Polytechnic College
Toronto, ON

Skills

  • Team Leadership and Management
  • External client relationship building
  • Customer Service and Engagement
  • Decision making
  • Critical and analytical thinking
  • Cross-departmental collaboration
  • Retention and Renewals
  • Risk Mitigation
  • Mortgage Discharges, Property Taxes & Insurance
  • Post-Funding
  • Net Promoter Score (NPS)
  • Compliance and Auditing
  • Succession Planning
  • Resilience and Conflict Resolution
  • Policies & Procedures Management
  • Proficient in Genesys
  • Proficient in Salesforce
  • Proficient in Power BI
  • Anti-Money Laundering (AML)
  • Anti-Terrorist Funding (ATF)
  • Know Your Client (KYC)
  • Data capture and performance reporting
  • Coaching and mentoring
  • Performance monitoring
  • Complaint resolution
  • Conflict resolution
  • Performance improvement
  • Employee engagement
  • Employee training
  • Client communication
  • Customer focus
  • Relationship building
  • Schedule management
  • Risk management
  • Trend tracking
  • Stakeholder management
  • Work assignment delegation

Additional Employment History

  • Commercial Property Management, Daniels Gateway Rentals, Mississauga, ON
  • Site Administration, Tridel Corporation, Toronto, ON

References

References available upon request.

Timeline

Team Lead, Customer Support

Community Trust Company
01.2022 - 01.2024

Mortgage Default & Servicing Specialist

Community Trust Company
01.2020 - 01.2022

Sr. Collector & Credit Reporting Manager

DebtCollect Inc.
01.2013 - 01.2020

Construction Engineering & Management -

George Brown Casa Loma Campus

MTA201 - Municipal Tax Administration -

Seneca Polytechnic College

Similar Profiles

  • John Piruzza

    John PiruzzaJohn Piruzza

    Mortgage Originations Intern at Community Trust CompanyMortgage Originations Intern at Community Trust Company

  • Gurp Atwal

    Gurp AtwalGurp Atwal

    Mortgage Underwriter at Community Trust Company (Questrade)Mortgage Underwriter at Community Trust Company (Questrade)

  • Abigail Stopper-Hervey

    Abigail Stopper-HerveyAbigail Stopper-Hervey

    Compliance and Operations Specialist at Community Trust Investment CompanyCompliance and Operations Specialist at Community Trust Investment Company

  • Hans Maini

    Hans MainiHans Maini

    Cashier Supervisor at Shopper Drug MartCashier Supervisor at Shopper Drug Mart

  • AKSHDEEP SINGH

    AKSHDEEP SINGHAKSHDEEP SINGH

    Customer Service Representative at GSC Consultancy Inc.Customer Service Representative at GSC Consultancy Inc.

CREATE PROFILE
Lisa J. Venuto