Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Mathew Sinaguglia

Brampton

Summary

Results-driven business professional with over 6 years of experience in customer relationship management, process optimization, and data analysis. Strong background in analyzing business operations, identifying improvement opportunities, and implementing strategies to enhance efficiency. Expertise in financial systems, data reporting, and risk analysis. Adept at collaborating with cross-functional teams to drive business growth and achieve organizational goals. Ready to transition into a Business Analyst role to leverage my analytical skills, strategic thinking, and process improvement expertise.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Assistant Branch Manager

Bank of Montreal
06.2024 - Current
  • Led a training and workshop program for new BMO colleagues, focusing on best practices for achieving optimal performance and delivering excellent customer service.
  • Analyzed sales, service, and referral data to identify performance gaps and create improvement plans.
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Conducted performance assessments and provided coaching to colleagues, driving individual growth and helping meet branch performance goals.
  • Developed training materials and facilitated group sessions on key operational processes, sales targets, and customer service excellence, ensuring a smooth onboarding experience for new team members.
  • Collaborated with cross-functional partners and external vendors to optimize branch operations and ensure compliance with regulatory policies.
  • Provided input into business and market plans to optimize business opportunities, contributing to overall business growth.

Senior Banker

Bank of Montreal
06.2022 - 06.2024
  • Acted as branch operations lead in absence of Assistant Manager, supporting reporting, compliance, and workflow management.
  • Developed long-lasting relationships with clients, resulting in an expanded customer base and increased referrals.
  • Analyzed performance data, tracked key metrics, and provided detailed reports to the branch leadership team.
  • Led the analysis of customer portfolios and recommended solutions based on data insights, improving client satisfaction.
  • Served as Branch Digital Specialist, leading digital transformation initiatives and increasing adoption of online platforms.
  • Coordinated daily branch performance updates and data driven communications to improve efficiency.

Personal Banker

Bank of Montreal
02.2021 - 07.2022
  • Played a key role in the pre-opening phase of Transit 0447, assisting with branch setup, marketing, and ensuring the branch was fully operational before it opened to the public.
  • Supported the development and implementation of branch operational workflows, ensuring all systems were in place for seamless service delivery.
  • Engaged with the local community to promote the new branch, leveraging customer outreach strategies to build a strong client base.
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted in operational reporting and performance analysis to ensure branch efficiency and goal achievement.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.

MasterCard Lending Specialist

Bank of Montreal
02.2019 - 02.2021
  • Collaborated with underwriting team to ensure adherence to lending guidelines while maintaining client confidentiality throughout the process.
  • Processed complex financial and non-financial transactions while ensuring compliance with policies.
  • Provided insights to management based on customer trends and call center data, enhancing process effectiveness.
  • Ensured compliance with bank policies and regulations through meticulous review and management of customer requests.

MasterCard Customer Service Representative

Bank of Montreal
02.2018 - 02.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Ensured compliance with bank policies and regulations through meticulous review and management of customer requests.

Education

College Diploma -

Sheridan College
Mississauga, ON
04-2016

Skills

  • Microsoft Office Suite (Excel, PowerPoint, Word)
  • Data Analysis Tools (Excel, Power BI)
  • Financial & Banking Systems (BMO Mastercard, TSYS)
  • CRM & Reporting Tools
  • Team development
  • Business development
  • Operations management
  • Sales management
  • Strong leadership
  • Team player

Accomplishments

  • Received the “Quarterly Spotlight Award” for exemplary performance and recognition for handling the largest account in the company.
  • Used Microsoft Excel to develop tracking spreadsheets for underperforming employees to close this gap.
  • Repeatedly received recognition from superiors for excellence in service.
  • Supervised team of 12 staff members.
  • Contributed to the successful opening of Transit 0447

Languages

English

Certification

  • Branch Compliance Officer (BCO) - Canadian Securities Institute
  • Investment Funds in Canada (IFIC) - Canadian Securities Institute

Timeline

Assistant Branch Manager

Bank of Montreal
06.2024 - Current

Senior Banker

Bank of Montreal
06.2022 - 06.2024

Personal Banker

Bank of Montreal
02.2021 - 07.2022

MasterCard Lending Specialist

Bank of Montreal
02.2019 - 02.2021

MasterCard Customer Service Representative

Bank of Montreal
02.2018 - 02.2019

College Diploma -

Sheridan College

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Mathew Sinaguglia