Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lise Gavas

Erin

Summary

Overall I have a proven track record with Manulife Bank with excelling in customer retention and relationship building. Leveraged excellent communication skills to negotiate favorable mortgage rates and resolve escalated issues, enhancing client satisfaction. Known for implementing effective retention strategies that fostered trust and loyalty among valued customers.


I work well with others and put 100% into everything that I do, I am good at multi tasking and maintain an organized workspace.


I am knowledgeable in the Mortgage industry and have room to grow with that on the administrative side rather than Customer service side.

Overview

18
18
years of professional experience

Work History

Mortgage Loyalty Specialist

Manulife Bank
09.2016 - Current
  • Negotiated mortgage rates with clients either up for renewal or not up for renewal to retain business
  • Advised clients on payout inquiries
  • Resolved escalated issues promptly and effectively, maintaining high levels of trust among valued customers.
  • Streamlined communication with customers through various channels, increasing responsiveness and positive feedback rates.
  • Established strong relationships with key clients through consistent follow-ups and personalized attention.
  • Collaborated with cross-functional teams to strategize ways of improving overall customer experience.

Advisor

Scotiabank
01.2013 - 08.2016
  • Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
  • Developed strong relationships with clients through regular communication and excellent customer service.
  • Improved client retention rates by developing and implementing comprehensive advisory plans tailored to individual needs.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
  • Established new client relationships by conducting thorough needs assessments during initial consultations.

Customer Service Supervisor

Scotiabank
10.2007 - 12.2012
  • Coached employees through day-to-day work and complex problems.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Resolved escalated customer complaints, ensuring satisfaction and loyalty.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

Education

High School Diploma -

Georgetown District High School
Georgetown, ON
06-1993

Skills

  • Customer service training
  • Customer retention reporting
  • Customer service experience
  • Retention strategies
  • Excellent communication skills
  • Teamwork
  • Time management
  • Reliability
  • Active listening
  • Relationship building

Timeline

Mortgage Loyalty Specialist

Manulife Bank
09.2016 - Current

Advisor

Scotiabank
01.2013 - 08.2016

Customer Service Supervisor

Scotiabank
10.2007 - 12.2012

High School Diploma -

Georgetown District High School

Similar Profiles

CREATE PROFILE
Lise Gavas