Mamta Babbar
Brampton,Canada
Summary
Highly personable Customer Service Professional with more than 10+ years of successful in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place experience, Dependable, result oriented professional with experience in customer service management. Do extremely well in fast paced environments as well as motivating and supervising staff to maximize productivity and hence company's profitability. Works well as a part of a team as well as independent.
Overview
18
18
years of professional experience
Work History
Customer Solutions Manager
CIBC
12.2022 - 05.2023
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Built relationships with customers and community to establish long-term business growth.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established measurable goals and tracked progress towards meeting them, driving continuous improvement efforts within the department.
- Ensured compliance with industry standards by maintaining up-to-date knowledge of trends and regulatory requirements.
- Negotiated win-win resolutions with customers by effectively understanding their needs and offering customized assistance packages.
Credit Cards - CSR
Canadian Imperial Bank of Commerce (CIBC)
10.2021 - 12.2022
- Provide excellent client experience for new and existing clients based on their needs by identifying their issues and resolving them
- Engaging in all the banking processes and procedures as they are introduced
- Going through a client's account to help them understand their statements and transactions
- Assisted clients to complete and submit their new application for Mastercard
- Determining clients suitability for various different credit cards which meet their best needs and requirements
- Helping clients close their account, while trying to retain them as CIBC loyal clients by understanding their experience
- Maintaining current banking knowledge based on the rules, regulation and procedures to ensure ongoing compliance
Quality & Control Officer
News Observer
11.2020 - 07.2021
- Inspect multiple locations like restaurants, grocery stores, retail stores to ensure consistency and integrity
- Maintain, and report any or all matters which were of concern in regards to covid regulations
- Report broken or damaged products to determine the best way to ensure all standards are met as per regulations
- Test a certain percentage of all products based on industry standards by making a full transaction
- Report problems or concerns to senior management and city immediately
- Manage our quality assurance division and ensure all employees meet their required quotas
- Provide training and support to the QA team
- Create a well explained report for all inspections
Client Relations & Investment Manager
Yau's Investment Inc
09.2019 - 09.2020
- Manage client investment portfolios, implementing strategies to maximize their financial returns
- Build investment portfolios which reflect client's needs and communicate portfolio status and changes to clients and their product choices
- Analyze current investment strategies to evaluate their effectiveness
- Handled any technical issue in regards to their account and access in product choices
- Analyze current investment strategies to evaluate their effectiveness
Customer Service Associate
Bank of Montreal
10.2018 - 08.2019
- Offer advice and guidance on the digital and self-serve options available with the goal of making it easy, simple and fast to bank with BMO
- Review the customer profile and engage customers in a needs based conversation to identify potential opportunities and address everyday banking plans and credit card needs
- Initiate referrals to the appropriate team member to ensure that BMO is able to address all of the customer needs
- Take the initiative and find creative approaches to make each customer's experience feel personal
- Support required operational activities, including, but not limited to: inventory management, escalated service requests, following up on customer applications, filing, opening & closing activities
- Follow through on the risk and compliance processes and policies to ensure we safeguard our customer's assets, maintain their privacy, act in their best interests, and ensure an effectively run branch
- Protect the Bank's assets and comply with all regulatory, legal and ethical requirements
Office Administrator
OnTime HR
12.2017 - 09.2018
- Ordering and maintaining stationery and equipment
- Answering and forwarding phone calls
- Organizing and storing paperwork, documents and computer-based information
- Assists office staff in maintaining files and databases
- Monitors office operations
- Develop weekly recruiting reports and create all employee files including new hires
- Managing client relationships to build a reputation for excellent service and generate business leads
- Interact professionally with customers and inside personnel, answering questions and responding to phone and email inquiries
Sales Agent/Trainer-Customer Service
Sunwing Vacations
06.2013 - 07.2015
- To generate new sales while providing excellence in customer service
- To build and maintain relationships with accounts assigned for the purpose of repeat business
- Respond to all forms of communication in a timely manner
- Handle all incoming inquiries
- Provided quotes depending on packages and clients needs and choices based on the events
- Up sell and cross sell on each call, using key product and promotional information provided
- Sell optional extras such as seating, Elite Plus, excursions, insurance
- Follow up on quotes assigned and close sales accordingly
- Book flights, issue contracts and issue invoices, and general file maintenance
- Apply payments and ensure the account on file is correct before documents are released
- Maintain product knowledge and participate in ongoing training
- All other duties as assigned by management
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor
- Managed high-volume of inbound and outbound customer calls
Certified Sales Representative
Just Energy
08.2011 - 09.2012
- Working in the Outbound and Inbound sales department introducing new plans and products to help our clients
- Attracts potential customers by answering product and service questions, suggesting information about other products and services
- Resolves product or service problems by clarifying the customer's complaint
- Determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Certified Sales Associate/Customer service
Trader Corporation
05.2009 - 04.2010
- Working in the Outbound sales department for multiple Magazines
- Growing our publication sales both in print publication and online through the website
- Responsible for providing superior customer service by connecting with current, past and potential advertisers by promoting our brands
- Achieving hourly revenue targets and advertising ad count targets
Call Center and Customer Service Representative/ Manager
Club Par Excellance
05.2007 - 04.2009
- Working in the marketing department as a Telemarketer, Customer Service Rep
- As well as Confirmation Manager
- My responsibilities include calling the ballot's customers and inviting them for the marketing presentation
- Confirming other staff's bookings and keeping track of staff's bookings and creating daily appointments booked
- Reception, A/R & A/P Administrator, Customer Service
Office Administrator
Queenstone Printing Services inc
02.2006 - 04.2007
- The duties performed were data entry on a custom computer system
- Creating customer appreciation packages, answering calls, typing quotes and letters for new clients, filing, making new files, sending & receiving packages
- A/R and A/P entry, posting journals, source deductions, creating P.O., reviewing company's financials and creating manuals for new employees
- Customer Service was very crucial
- Maintained company accounting records by entering accounts payable, accounts receivable, invoices and expense reimbursements
- Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays
- Coordinated schedules, administrative functions, quality assurance and process improvements to bolster operational output
Medical Office Assistant
Derry Medical Center
05.2005 - 06.2006
- The duties performed were filing, making new files and organizing the medical reports
- Answering phone calls, making appointments, sorting medical reports
Education
Diploma - Human Resource
Sheridan College of Business
Brampton, ON04.2009
High School Diploma -
Lincoln M Alexander Secondary School
Mississauga, ON06.2006
Skills
- Prior experience with MSDSs
- Reporting and documentation
- Acutely observant
- QA expert
- Quality assurance controls
- Client relations and retention
- Focused on customer satisfaction
- Expertise in sales
- Management of remote employees
- Training programs
- Superior computer skills
- Workforce Management
Languages
English
Full Professional
Accomplishments
CIBC Highest Achievement Award Q2 And Q3 fr 2022.
Timeline
Customer Solutions Manager
CIBC
12.2022 - 05.2023
Credit Cards - CSR
Canadian Imperial Bank of Commerce (CIBC)
10.2021 - 12.2022
Quality & Control Officer
News Observer
11.2020 - 07.2021
Client Relations & Investment Manager
Yau's Investment Inc
09.2019 - 09.2020
Customer Service Associate
Bank of Montreal
10.2018 - 08.2019
Office Administrator
OnTime HR
12.2017 - 09.2018
Sales Agent/Trainer-Customer Service
Sunwing Vacations
06.2013 - 07.2015
Certified Sales Representative
Just Energy
08.2011 - 09.2012
Certified Sales Associate/Customer service
Trader Corporation
05.2009 - 04.2010
Call Center and Customer Service Representative/ Manager
Club Par Excellance
05.2007 - 04.2009
Office Administrator
Queenstone Printing Services inc
02.2006 - 04.2007
Medical Office Assistant
Derry Medical Center
05.2005 - 06.2006
Diploma - Human Resource
Sheridan College of Business
High School Diploma -
Lincoln M Alexander Secondary School
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