Open To Work
MICHEL MAILLET
402-66 Essex Street, Moncton,NB
Summary
Reliable, personable & dedicated Customer Service Representative & Manager with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
19
19
years of professional experience
Work History
Customer Service Agent
| SNB - Service New Brunswick (GNB)
Moncton, NB
10.2022 - Current
- Resolved customer inquiries and concerns to consistently offer quality service and meet performance benchmarks.
- Informed customers about accounts, processed payments and provided payment options.
- Service NB is mostly a payment processing centre with over 400 services in total in a constantly evolving setting with our business partners. Effective in keeping up with changes in procedures and new policies to assure that customers are getting the most up to date service at the counter as per new polIcies & procedures.
- Assured that documentations of all transactions and necessary proofs are present prior to completing certain services for requesting clients.
- Commissioner of Oaths, Marriage License Issuer, IRP (International Registration Plan) trained, Vision Tests
Trainer & Team Lead
| Tech Mahindra
Riverview, NB
06.2018 - 01.2019
- Facilitated orientation and training classes to new hires on procedures to do their jobs & on policies.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
Credit Counselor
| Consolidated Credit Counselling Services of Canada
Toronto, ON
05.2017 - 10.2017
- Reviewed credit reports to identify debt and determine best-fit strategies for consolidating or eliminating balances.
- Answered client questions about factors affecting credit and recommended suggestions to improve credit scores.
- Calculated clients' available monthly income to meet debt obligations.
- Evaluated client situations and recommended optimal products to meet individual needs.
- Created debt management plans, spending plans or budgets to assist clients in meeting financial goals.
Manager Customer Solutions - Sales (Level 7)
| The Bank of Nova Scotia (ScotiaBank)
Cornwall & Toronto, ON
10.2015 - 01.2017
- Trained, Coached & Developed a team of over 25 Bilingual Agents in Sales and Credit to deliver personalized credit solutions to segmented prospects and adhere to policies and procedures.
- Trained staff on how to use banking and job specific systems/software pertinent to their job roles.
- Managed Vacations, Absenteeism, Terminations (minimizing risk), AIP Award Distribution (end of year) and Collaborated with various departments within the organization.
- Prepared and delivered periodical Performance Reviews with employees.
- Worked in collaboration with other Managers and their teams in providing feedback and solutions to improve operational effectiveness and strategic development in line with the banks' goals in development and sales.
- Regular reporting to my supervisor (National Director of Sales) & actively participated in weekly meetings as well as quarterly meetings and year end meetings.
- Ensured team compliance with Codes of Conduct, Policies & Procedures, KYC, AML and Privacy Laws.
- Developed a High Performing Team by identifying and implementing performance measurements and tracking reports to properly address productivity concerns.
Bilingual Retail Banking Officer (Level 4)
| The Bank of Nova Scotia
Toronto, ON
01.2015 - 10.2015
- Met or exceeded sales goals by consistently promoting relevant items to callers.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Processed customer account changes with proprietary software.
- Kept knowledgeable about ScotiaBank and competitor offerings to effectively answer product questions and overcome objections.
Fleet Sales Manager & Internet Sales Manager
Taylor Ford Lincoln Sales
Moncton, NB
08.2010 - 09.2012
- Maintained relationships with existing fleet customers through regular contact such as phone calls or emails.
- Performed financial analysis of deals prior to closing them.
- Assisted customers in selecting the most appropriate vehicles for their needs.
- Provided ongoing coaching and mentoring of sales staff members.
- Provided technical advice and support to dealers on vehicle specifications and features.
- Analyzed customer data to identify trends in web traffic, purchases and other behaviors.
- Maintained current store, product, and promotional knowledge to drive consistent sales.
- Managed daily operations of internet sales department, ensuring effective online sales strategies.
Server
| Little Louis' Fine Cuisine
Moncton, NB
09.2006 - 09.2012
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
- Kept an amazing knowledge of wines, grapes and trends to offer great pairing solutions or alternatives where needed.
Education
Business Administration 3 Year Program - Marketing
06.1999
- Completed coursework in Marketing, Transportation, Finance & Accounting, MS Office, Business Communications in French & English, etc...
Skills
- Customer Service & Payment Processing
- Building Customer Trust & Loyalty
- Issue & Complaint Resolution
- Verbal & Written Communication
- French & English Fluency (reading writing and speaking)
- Team Management
- Training & Development
- Coaching Employees
- Microsoft Office Expert (Word, Excel, Power Point, Outlook) and apt in using iOS Apps to create presentations and documents from a tablet or smartphone
Accomplishments
- Awarded Best of the Best with The Bank of Nova Scotia in 2016.
- Awarded Peak Performer & Summit Awards with Ford of Canada for Fleet and Commercial Sales while working with Taylor Ford Lincoln as Fleet Manager in 2010-2012.
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
false/yr - false/yrTimeline
Customer Service Agent - | SNB - Service New Brunswick (GNB)
10.2022 - Current
Trainer & Team Lead - | Tech Mahindra
06.2018 - 01.2019
Credit Counselor - | Consolidated Credit Counselling Services of Canada
05.2017 - 10.2017
Manager Customer Solutions - Sales (Level 7) - | The Bank of Nova Scotia (ScotiaBank)
10.2015 - 01.2017
Bilingual Retail Banking Officer (Level 4) - | The Bank of Nova Scotia
01.2015 - 10.2015
Fleet Sales Manager & Internet Sales Manager - Taylor Ford Lincoln Sales
08.2010 - 09.2012
Server - | Little Louis' Fine Cuisine
09.2006 - 09.2012
CCNB - Dieppe - Business Administration 3 Year Program, Marketing