Naneen Wallace
Markham,ON
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
14
years of professional experience
Work History
Manager Sales and Services
Canadian Western Bank
07.2020 - Current
- Exercise practiced leadership side while truly connecting with the team and clients, transforming their banking experience into something memorable, rewarding, and financially satisfying
- Demonstrating, coaching, and mentoring the team to proactively identifying clients' needs while driving sales and uncovering opportunities to be crucial to client’s financial success by probing product matching, problem-solving and relationship-building
- This means also working closely with the commercial team
- Utilizing mentorship abilities through formal and informal coaching to help develop skills and confidence that enhance client relationships and grow personal banking portfolios in a way that promotes enthusiasm
- Using customer insights to drive and guide implementations and maintenance of programs and procedures that ensure background administration, policy, and regulatory requirements are running effectively and efficiently
- Applying financial expertise and testing accuracy while preparing and monitoring weekly, monthly, and quarterly reports that help communicate the progress, goals, and strategic objectives of the branch
- Conducting interview process to select the candidates that best fit the job based on their expertise.
- Organized and coordinated 7 training sessions to strengthen employee skills, increasing employee retention by 30%.
- Matured strong customer and sales team relationships, boosting customer satisfaction ratings and increasing overall revenue by 5%.
MSA/Financial Advisor
Servus Credit Union Ltd
06.2018 - 06.2020
- Assisting members with appointments
- 'Managed approximately 30 incoming calls, emails, and faxes per day from customers.'
- Confirming appointments
- Open new membership
- Closing accounts
- Doing overdraft applications
- Doing MasterCard applications
- Doing loan applications.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Developed comprehensive retirement planning strategies to help clients maximize retirement savings.
- Developed and maintained strong relationships with clients to maximize satisfaction.
- Analyzed financial needs of clients and developed tailored strategies to meet goals.
- Devised comprehensive financial plans for clients to achieve short and long-term financial goals.
- Researched and evaluated potential investment products for clients.
- Created financial models to analyze and evaluate investment strategies.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Facilitated new client onboarding process and investment account setup.
- Provided specialized financial planning support for clients with diverse portfolios and individual needs.
- Facilitated presentation and recommendation of services by optimizing client relationships.
- Assisted clients with estate planning to organize distribution of assets based on client wishes.
- Delivered strategic investment advice for individual and corporate clients.
- Recruited, trained, and mentored junior financial and support staff to generate ideas, share knowledge and grow the firm.
- Helped clients make informed decisions about their financial future.
- Educated clients on financial topics and best practices.
- Presented financial plans and investment recommendations to clients.
- Recommended specific investments to help clients meet financial goals.
- Advised clients on investments, retirement, and estate planning.
- Educated clients on potential risks and rewards associated with various investments.
- Assisted clients with budgeting and cash flow management.
- Informed clients of strategies for reducing debt and maximizing savings.
- Updated clients on changes in tax laws and other regulations affecting investments.
- Collaborated with clients to develop customized investment portfolios.
- Researched current economic trends and investment opportunities to stay abreast of financial markets.
- Implemented exit strategies for clients to transition out of investments.
- Monitored and updated financial plans to comply with client goals.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals.
Senior Branch Account Executive
Fairstone Financial
11.2016 - 06.2018
- Assisting customers to meet their Financial needs
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Filing and record keeping
- Accepting and processing payments.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Discussed financial options with clients and provided informed suggestions.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Met with members to understand goals and recommend solutions to fit specific needs.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Worked with clients and finance companies to find optimal solutions for financing.
- Prepared contracts and related documentation according to strict standards.
Customer Service and Support Representative
CIBC
01.2014 - 07.2017
- Meeting client’s day-to-day financial needs
- Processing deposits and withdrawals
- Selling new products offered by CIBC
- Balancing daily transactions at the end of the day.
- Managed approximately 30 incoming calls, emails, and faxes per day from customers.'
- Responded to customer inquiries and provided technical assistance over the phone and in person..
- Researched and identified solutions to technical problems.
Medical Office Receptionist/Administrative Assistant
Apex Health Care
11.2009 - 10.2013
- Generate and maintain all patients' records
- Ensure patients are seen promptly
- Collecting funds from patients
- Making appointments for patients
- Ensuring appointments are met
- Managing customer complaints
- Upkeep of Facility
- Ensuring building facility and patient safety.
- Answered phone calls and messages for the 14-physician, at the medical facility, scheduling appointments, and handling patient inquiries.
Education
Bachelor of Art BA -
Wilfrid Laurier University
Ontario CanadaUniversity of Virginia
Charlottesville, VAHigh School Diploma -
CAPE And CXC
Kingston, Jamaica07.2005
Some College (No Degree) -
CWB Financial Group
Grande Prairie, ABSome College (No Degree) -
Customer Service Academy of Jamaica
Kingston, JamaicaAssociate of Science -
Excelsior Community College
Kingston, Jamaica01.2009
Skills
- Communication – effective communicator with strong interpersonal skills; proven ability to work well with all individuals and can relay directions clearly
- Flexibility – Open to different and new ways of doing things; willingness to modify my preferred way of doing things
- Analytical thinking – Able to notice discrepancies and inconsistencies in available information, weigh the costs, benefits, and risks before deciding on a course of action
- Integrity – Honest with strong moral principles
- Negotiation – effective negotiator who can improve terms without sacrificing product quality, service levels or relationships
- Relationship Management – Build respect and trust with internal and external stakeholders and colleagues to meet and exceed expectations
- Leadership – Foster team involvement whilst creating inspiring solutions, setting direction and focus
- Employee Engagement – facilitate and promote employee buy‐in to the Company culture by coworkers and customers
- Customer Service – Lead by example to deliver consistent and proactive customer service to ensure that there is a positive outcome for the customer and our company
- Business Development
- Financial Management
- Performance Management
Volunteer Experience
- Work with the children’s outreach service at the community level providing supervised entertainment and educational activities.
- Contribute and participate annually in the Cancer Society’s ‘Relay for Life’ as a part of the UCC team
Languages
English
Full Professional
Timeline
Manager Sales and Services
Canadian Western Bank
07.2020 - Current
MSA/Financial Advisor
Servus Credit Union Ltd
06.2018 - 06.2020
Senior Branch Account Executive
Fairstone Financial
11.2016 - 06.2018
Customer Service and Support Representative
CIBC
01.2014 - 07.2017
Medical Office Receptionist/Administrative Assistant
Apex Health Care
11.2009 - 10.2013
Bachelor of Art BA -
Wilfrid Laurier University
University of Virginia
High School Diploma -
CAPE And CXC
Some College (No Degree) -
CWB Financial Group
Some College (No Degree) -
Customer Service Academy of Jamaica
Associate of Science -
Excelsior Community College
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