NICOLE DI MATTEO
Toronto,Ontario
Summary
Resourceful Customer Experience Leader known for highly productive and efficient task completion. Specialize in strategic planning, customer relationship management, and process improvement. Excel at communication, problem-solving, and adaptability to drive customer satisfaction and loyalty.
Overview
14
14
years of professional experience
Work History
Customer Experience Lead
Bank of Nova Scotia
Toronto, Ontario
05.2021 - 08.2024
- Lead and coach the front-line service staff
- Acting as the Officer in Charge (OIC) for the branch as required, managing any emergencies, customer escalations, etc
- Reviewing and completing daily report
- Actively pursues effective and efficient operations of branch service
- Ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk and regulatory compliance risk.
Staff Supervisor
Bank of Nova Scotia
Toronto, Ontario
05.2017 - 05.2021
- Management of daily cash flow requirements
- Training of front-line staff
- Opening and closing the branch
- Resolving customer concerns
- Supervision of staff.
Customer Service Representative
Bank of Nova Scotia
Toronto, Ontario
10.2013 - 05.2017
- Create capacity for the sales team
- Advise customers on products and services available to suit their needs
- Provide friendly, efficient, and professional service.
Shift Supervisor
1000792951 ONTARIO CORPORATION DBA Harvey’s
Brampton, Ontario
08.2010 - 01.2014
- Handled cash and customer transactions
- Counted cash for day end balancing
- Prepared bank deposits
- Inventory Control
- Supervised staff
- Open and close the store
- Manage any customer service concerns.
Education
3 Year Diploma Acquired -
Humber College
Toronto07.2013
Skills
- MS Office (Word, Excel and Outlook)
- Intralinks for Banking
- Oracle
- Medallia
- Bilingual in English and Italian, with some French
- Over 10 years of Retail Banking Experience
- Strong Work Ethic
- Collaborator
- Good Communication Skills
- Organized
- Bondable
- Keyboarding speed 30 words per minute
References
References are available upon request.
Timeline
Customer Experience Lead
Bank of Nova Scotia
05.2021 - 08.2024
Staff Supervisor
Bank of Nova Scotia
05.2017 - 05.2021
Customer Service Representative
Bank of Nova Scotia
10.2013 - 05.2017
Shift Supervisor
1000792951 ONTARIO CORPORATION DBA Harvey’s
08.2010 - 01.2014
3 Year Diploma Acquired -
Humber College
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