Maxine J. Rawlins
Scarborough,Canada
Summary
Results-driven banking professional with extensive experience in quality control, customer service, and team support within CIBC. Proven ability to monitor performance, ensure compliance with risk and regulatory requirements, and deliver constructive feedback to improve customer experience. Strong background in observation, documentation, and process adherence, with a passion for continuous improvement and operational excellence.
Overview
11
11
years of professional experience
Work History
Financial Service Representative
Canadian Imperial Bank Of Commerce
10.2015 - Current
- Ensured prompt and empathetic resolution of all customer inquiries with utmost professionalism.
- Enhanced customer experience by guiding users to online and mobile banking platforms.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Applied effective communication to surpass client expectations with timely solutions.
- Demonstrated strong written and verbal communication skills, leading to improved client outcomes.
- Exhibited trust, teamwork, and accountability to foster a positive work environment.
- Skilled at efficiently logging and resolving client complaints while consistently meeting or exceeding set timelines.
- Demonstrated versatile leadership and motivational skills.
- Identified and reported client dissatisfaction issues in a timely and effective manner using ECRM, ensuring prompt resolution for a positive client experience.
- Provided clear, constructive feedback to team members to enhance performance and customer experience
- Supported team leaders by coordinating workflow, tracking performance metrics, and ensuring timelines were met
- Documented observations accurately in alignment with quality monitoring frameworks
- Identified trends and recurring issues, escalating insights to leadership for process improvement
- Collaborate with internal teams to resolve complaints, improving client satisfaction and loyalty.
Independent Travel Agent
SkyRoute Travel
Toronto, Ontario
10.2021 - 07.2024
- Delivered comprehensive travel assistance through email and phone communications.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations.
- Maintained up-to-date knowledge of travel advisories, visa requirements, and vaccination policies. latest travel industry developments, technology, procedures, products, and services
- Utilized a variety of resources such as online booking systems, brochures, maps and guidebooks to assist in creating trip itineraries.
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Maintained relationships with travel partners and vendors.
Education
Personal Support Worker - Accelerated Program
Centennial Community College
Toronto01-2023
School of Hospitality/Tourism and Travel -
Centennial Community College
Toronto05-2014
Business Management -
St. Joseph's Convent
06-1998
Skills
- Written communication
- Verbal communication
- Focus
- Productivity
- Organizational skills
- Time management
- Interpersonal skills
- Team player
- Quality Monitoring & Evaluation
- Risk & Compliance (Privacy, AML, Disclosure)
- Customer Experience (CX)
- Performance Evaluation & Feedback
- Process Improvement & Accuracy
- Analytical Thinking
- Relationship Management
- Communication & Coaching Support
- Attention to Detail
Awards
- Client Experience Awards - CIBC
- Amazing Moments - CIBC
- Top Peer Mentor
- Community Volunteer Award
Additional Strengths
- Strong attention to detail and accuracy
- Adaptable in fast-changing environments
- Passionate about learning and professional growth
- Committed to teamwork, accountability, and client satisfaction
Timeline
Independent Travel Agent
SkyRoute Travel
10.2021 - 07.2024
Financial Service Representative
Canadian Imperial Bank Of Commerce
10.2015 - Current
Personal Support Worker - Accelerated Program
Centennial Community College
School of Hospitality/Tourism and Travel -
Centennial Community College
Business Management -
St. Joseph's Convent