Michele Da Silva

• Solved problems, handled escalated issues and mitigated risks.
• Initiated training sessions and coached employees to develop effective staff.
• Led regular team meetings to communicate current business trends and relevant updates.
• Drove staff performance by creating incentives and positive work atmosphere.
• Supported HR staff with recruiting and retaining high-performing talent.
• Motivated team members to consistently achieve or exceed performance expectations.
• Coordinated and encouraged professional development among direct reports.
• Established quarterly and annual goals as well as operational tactics to achieve targets.
• Partnered with colleagues and lead Operations & Risk Committee
• Nominated Q1, Q2 & Q3 of 2022 and Recipient of Leadership award Q3 with FY End Leadership Award recipient 2025.
• Coordinated training sessions to enhance team knowledge and skills.
• Participated in Bi-Weekly Strategy Meetings with Business Manager in creating strategic initiatives to help grow business

• Collaborated with team members to resolve client issues promptly.
• Handled escalated client concerns with professionalism and empathy.
• Ensured compliance with all applicable laws and regulations related to client care services.
• Identified opportunities for improvement within existing systems and processes.
• Tracked client requests through ticket system, ensuring accurate resolution of each case.

• Maximized sales potential by training Client Advisors in improved sales strategies to achieve sales targets resulting in 3 promoted employees.
• Have had several employees achieve top performance and awarded RBC Convention Award, Leadership Award & Silver Awards
• Monitored daily operations and supported Branch in necessary duties.
• Built client rapport through frequent individualized recommendations for financial products and services, also including increased focus on partnering with an increase of 200% in referrals in branch as a result.
• Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
• Managed largest branch in Vaughan region, achieving high client loyalty rates
• Assessed employee performance on a weekly/quarterly basis in order to achieve sales targets
• Managed scheduling for branch to align with client traffic
• Managed client escalations and made appropriate referrals.
• Coached team of 12 Client Advisors to provide advice to clients to support client needs.
• Recognized 2019 for Commercial Partnering Award, DS Partnering Award, Nominated for Royal Performance and GTR Spring Campaign rewarded with Dinner with Regional President for Partnering.

• Resolved client issues by correcting immediate problems and communicating with staff.
• Managed team of 9 Client advisors and coached team to high performing results
• Managed scheduling to ensure coverage to service client traffic.
• Supported and implemented activities to manage cash operations, and general operations of branch.
• Identified opportunities to up-sell additional services benefiting client.
• 2012 Royal Performance Gold Winner
• Nominated for Royal Performance
• Coached team jointly with Branch Manager supporting branch to achieving Top Performance YoY

Opening and closing registers, cash handling.

• Supervise, train, provide guidance and performance appraisals to sales associates.
• Accountability for payroll and ensuring daily sales goals are met.
• Ensuring store is in a presentable manner during and after hours.
• Conducted store inventory and stock control.
• Maintaining customer satisfaction.
• Promoted within a year from sales associate to assistant manager.
• Using reports was able to merchandise product to ensure increase in sales.
• Able to keep up a conversion rate of 22%.

• Part of the debut of Tommy’s new location in Brampton.
• Maintained daily individual sales target.
• Inventory and stock control.
• Ensuring zone is covered and well maintained for easy accessibility for customers.

• Was responsible for training all new staff in all departments including cash handling, fitting room monitoring and customer service.
• Conducted opening and closing productivity.
• Merchandised store once a week to impact our business.
• Supported a few locations
• Monitored payroll and assisted in schedule making.

• Oversaw all returns and/or exchanges.
• Ensured all cashiers tills balanced and were brought into the cash room.
• Assisted in stock processing.