MICHELLE MCNAUGHT

• Actively promoting the sale of deposit accounts, investment, credit, loan products and services.
• Interviewing applicants to promote the sale of personal and student loans, mortgages, mortgage refinancing, and secured and unsecured lines of credit.
• Leveraging product knowledge and available tools to meet client financial needs, and client service expectations.
• Fulfilling client expectations and financial needs while complying with established policies, practices, and procedures.
• Identifying and resolving client complaints using sound judgment and flexibility when recommending appropriate options and solutions.
• Opening new personal and non-personal accounts, such as chequing, savings, TFSA, and RRSP, and providing access to telephone banking and online banking services.
• Meeting sales, client satisfaction, and productivity targets by understanding client needs, offering first-call resolution of issues, and actively promoting and selling a full range of products and services based on clients' financial needs.
• Updating and completing reports that reflect the quality of customer service through tracking and logging cases in CRM, Salesforce.
• Preparing detailed reports on the quality of input errors, and sharing results with teams across the bank, while providing best practices to avoid mistakes.
• Assisting my direct supervisor by leading team meetings.

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• Scheduling and administering questionnaires to parents/caregivers and youth based on a specified protocol regime using a computerized system
• Reporting any client safety issues to an immediate supervisor
• Maintaining client files with adequate and accurate documentation
• Ensure client needs are met in a timely manner
• Flexible work schedule to ensure services are offered at convenient times to families across Canada

• Booking reservations for Motel 6 around the United States and Canada
• Mediator between general reservation agents, the client, and the motel personnel
• Assisting reservation agents in overcoming daily obstacles
• Meeting company expectations
• Maintaining desirable knowledge on tasks and duties performed
• Ensure that any coaching or training feedback is provided to the appropriate reservation agent
• Developed deep understanding of company products and services, responding promptly to inquiries and resolving issues quickly and efficiently
• Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions

• Answering inbound calls in a timely manner
• Acquiring detailed knowledge of services, promotions, and discounts to boost conversions
• Providing exceptional customer service
• Assisted customers with their reservations by providing accurate information and helpful advice in a timely manner
• Managed bookings for a high number of reservations per day, ensuring accuracy and efficiency
• Utilized customer service skills to resolve conflicts, complaints, and inquiries in a professional manner
• Meeting company sales goals

• Performed general office duties, such as answering telephones, filing, and greeting patients
• Provided administrative support to medical staff and patients, including scheduling appointments, managing patient records, and answering telephone inquiries
• Entered patient data into electronic health record system, displaying proficiency with medical software applications
• Handled daily office operations such as filing, data entry, and inventory management
• Processed incoming mail and distributed to relevant departments or individuals