Lorianna V. D'Ovidio
Milton,ON
Summary
Experienced leader who fosters a client-focused culture to build meaningful relationships and deliver exceptional service. Demonstrates well-developed relationship management expertise, strong analytical acumen, and broad knowledge across complex operational and business environments.
Overview
11
11
years of professional experience
Work History
Senior Client Service Lead
Scotiabank
Burlington, Canada
03.2023 - Current
- Lead and oversee the Service & Support team to ensure operational excellence, service quality, and alignment with business objectives.
- Manage workflow, performance metrics, and analytical reporting through Salesforce and Power BI to drive data-informed decisions and process improvements.
- Oversee branch operations, systems, and risk controls, including Worklist Management, WorkHub, and ACS monitoring, while fostering a culture of accuracy, compliance, and accountability.
- Apply strong analytical skills to identify trends, measure productivity, and recommend strategies to enhance efficiency and client satisfaction.
- Serve as the primary contact for internal partners across Wealth Management, Shared Services, and other business lines to resolve issues and strengthen collaboration.
- Coach and develop staff through regular one-on-one sessions, performance feedback, and individualized development plans to boost engagement and results.
- Support Private Banking teams in resolving client concerns efficiently, ensuring consistent, high-quality experiences aligned with Scotiabank’s service principles.
- Collaborate with Talent Acquisition to streamline hiring, onboarding, and intern recruitment processes, improving candidate experience and retention.
Senior Service Officer
Scotiabank
Mississauga, Canada
10.2021 - 03.2023
- Contributes to the overall success of the Corporate and Commercial Banking Accounts, Products & Lending service team in Canada ensuring specific individual goals, plans, initiatives are executed/delivered in support of the team's business strategies and objectives.
- Provides an excellent customer experience by taking responsibility for and ensuring ongoing service, including updates to the loans, accounts, products, and services of existing clients, and thereby adhering to established Operating Performance Commitments.
- Participates as an active partner, and initiates changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
- Analyze situations and present sound recommendations and decisions to overcome any obstacles and escalating if required.
- Facilitate decision making processes by providing timely, meaningful and easily available data.
- Fluent in Salesforce, PEGA, Microsoft Office Functions, Accelerated Applications.
Service Officer
Scotiabank
Mississauga, Canada
01.2021 - 10.2021
- Contributes to the overall success of the Corporate and Commercial Banking Day to Day service team in Canada ensuring specific individual goals, plans, initiatives are executed/delivered in support of the team's business strategies and objectives.
- Ensures all activities conducted are in compliance with governing regulations, internal policies, and procedures.
- Champions a customer-focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge.
- Participates in coaching new hires, leading weekly huddles and department meetings.
- Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing customers as it pertains to their day to day inquiries/investigations {i.e. balance inquiries, signature verifications, cheque testing, confirmations, account/loan investigations, etc.) and thereby adhering to established Operating Performance Commitments {OPCs).
- Maintains up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.
Customer Service Supervisor / Universal Banker
Scotiabank
Mississauga, Canada
07.2014 - 12.2020
- Resolve customer issues and concerns quickly and appropriately for the customer and Scotiabank. Escalate issues when necessary.
- Open new accounts, assist customers with transactions.
- Reviewing documents for accuracy or legal compliance, and verifying the identity of account holders.
- Updated excel spread sheets daily, organized client folders, lead team meetings and huddles.
- Overseeing and assessing customer service staff, provide regular performance feedback.
- Strategizing and monitoring the daily activities of customer service operations.
- Training staff and observational coach in areas of customer service and company policies.
- Managing schedules, coverages and customer flow.
Education
Diploma - Human Resource Management
McMaster University
Hamilton, ON01.2019
Bachelor of Arts (BA) - Integrated Business & Humanities
McMaster University
Hamilton, ON01.2018
Additional Details
MS Office Suite; Word, Excel, PowerPoint, Outlook, Access, One Note
Fully Certified G license within Ontario. Access to a personal vehicle
Timeline
Senior Client Service Lead
Scotiabank
03.2023 - Current
Senior Service Officer
Scotiabank
10.2021 - 03.2023
Service Officer
Scotiabank
01.2021 - 10.2021
Customer Service Supervisor / Universal Banker
Scotiabank
07.2014 - 12.2020
Diploma - Human Resource Management
McMaster University
Bachelor of Arts (BA) - Integrated Business & Humanities
McMaster University