Marina Hanna
Mississauga,ON
Summary
Eager to leverage my diverse capabilities and professional expertise for the advancement of your organization, while fostering continuous personal growth and development
Overview
13
13
years of professional experience
Work History
Operations Specialist
KARL STORZ Endoscopy Canada Ltd
Mississauga , ON
06.2021 - Current
- Participated in team meetings to discuss strategies for improving operational efficiency and effectiveness.
- Implemented process improvement initiatives aimed at increasing productivity levels.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Updated databases with new and modified customer data.
- Identified areas of improvement in current processes and procedures related to customer operations.
- Managed incoming requests from customers through multiple channels.
- Developed relationships with key stakeholders across the organization in order to provide comprehensive solutions for customers.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Recommended improvements in products, service, and billing methods to management to prevent future problems.Coordinate project deliverables efficiently based on workflow analysis, ensuring timely results.
- Initiated development of an enhanced incoming call system, improving customer response time and issue resolution.
- Designed and collaborated on an Excel-based system to minimize waste from returned items, resulting in cost savings.
- Managed customer data updates in SAP, ensuring accuracy for financial and legal records.
- Optimized company-wide EDI integration, streamlining communication with external partners.
- Delivered fast, knowledgeable customer service, addressing both routine inquiries and service complaints.
- Resolved complex customer issues using conflict mediation and problem-solving skills, resulting in higher satisfaction rates.
Process Enhancer/Senior Client Care Specialist |
Baxter Canada Corporation
Mississauga, Ontario
04.2019 - 06.2021
- Developed job aids and procedures to enhance department work structure, improving overall efficiency.
- Managed sample orders and allocations using SAP, ensuring accurate tracking and timely deliveries.
- Trained new hires in department procedures, contributing to a seamless onboarding process.
- Investigated and resolved shipping, return, and order issues, maintaining high client satisfaction.
- Responded promptly to customer inquiries and complaints, promoting customer loyalty and retention.
Financial Service Representative / Assistant Branch Manager / Custodian Mississauga
Canadian Imperial Bank of Commerce, CIBC Securities Inc
Mississauga, Ontario
01.2015 - 04.2018
- Monitored and mitigated bank risks while ensuring compliance with financial regulations.
- Managed account openings and maintenance (TFSA, RRSP, LIRA, RESP) in accordance with customer needs.
- Trained and led a team of 4 to consistently meet and exceed service and sales targets.
- Analyzed applications to determine approvals, rejections, or modifications, adhering to strict compliance standards.
- Exceeded annual sales targets by implementing strategic sales initiatives and providing financial advice to clients.
Bank Teller
Canadian Imperial Bank of Commerce
Mississauga
11.2012 - 01.2015
- Processed high volumes of transactions, maintaining composure during peak hours.
- Assisted customers with account inquiries, performing diligent updates in accordance with compliance.
- Awarded "Excellence in Sales" for achieving the highest sales within the branch.
Executive Assistant to the Chief Financial Officer
CIBC Wood Gundy, Roberto Ciasca Investment Team
Woodbridge
02.2012 - 04.2012
- Handled executive correspondence and coordinated meetings, schedules, and project timelines.
- Managed client information in CRM systems, assisting with data analysis for sales reports.
- Assisted with the preparation and handling of financial documents and internal/external invoices.
Education
Professional Certificate -
Google Project Management: Professional Certificat
Business Administration- Financial Planning
Humber College
Toronto, ONDiploma - Canadian Investment Funds (CIFIC)
IFSE Institute
MississaugaBBA - Marketing
Canadian International College
EgyptHigh School Diploma - French Extended Program
Philip Pocock Catholic School
Toronto, ONSkills
- Client Account Management
- Financial Risk Mitigation
- SAP & EDI Integration
- Debt Restructuring & Recovery
- Negotiation & Conflict Resolution
- Process Improvement & Workflow Optimization
- Cross-functional Collaboration
- Training & Mentorship
Timeline
Operations Specialist
KARL STORZ Endoscopy Canada Ltd
06.2021 - Current
Process Enhancer/Senior Client Care Specialist |
Baxter Canada Corporation
04.2019 - 06.2021
Financial Service Representative / Assistant Branch Manager / Custodian Mississauga
Canadian Imperial Bank of Commerce, CIBC Securities Inc
01.2015 - 04.2018
Bank Teller
Canadian Imperial Bank of Commerce
11.2012 - 01.2015
Executive Assistant to the Chief Financial Officer
CIBC Wood Gundy, Roberto Ciasca Investment Team
02.2012 - 04.2012
Business Administration- Financial Planning
Humber College
Diploma - Canadian Investment Funds (CIFIC)
IFSE Institute
High School Diploma - French Extended Program
Philip Pocock Catholic School
Professional Certificate -
Google Project Management: Professional Certificat
BBA - Marketing
Canadian International College
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