NICOLE GONO
Ottawa,Ontario
Summary
Motivated recent gradate with a Business Administration degree seeking to apply academic knowledge and relevant professional skills experience in an administrative role. Proven ability to adapt, learn quickly and contribute effectively and eager to contribute to a dynamic team and grow within a professional setting.
Overview
2
2
years of professional experience
Work History
Contact Centre Credit Card Associate
Bank of Montreal (BMO)
06.2023 - 12.2023
- Provide exceptional service to clients who use BMO credit card products and services in a remote work setting.
- Resolved client queries and escalated calls to the appropriate departments for specific questions.
- Handling confidential customer banking and personal information in a discreet manner.
- Managed approximately 40 inbound calls from clients per day.
- Demonstrated exceptional customer service by efficiently managing appointment scheduling on behalf of clients.
- Successfully met key performance targets in a virtual environment, showcasing adaptability and self-motivation.
- Implemented data-driven decision-making strategies, improving overall business performance and client satisfaction.
Customer Service Representative
Bank of Montreal (BMO)
01.2022 - 10.2022
- Completed service requests on behalf of clients for services not provided in branch and responding to clients in a timely manner.
- Issued debit cards and processed credit card applications on behalf of customers.
- Managed approximately 50 transactions per day efficiently.
- Selling products to new clients in the form of credit cards, loans and assigning the right type of bank plan for clients.
- Expert in opening personal account profiles and cashing business or personal cheques.
- High classified document filing.
- Ability to open and close the branch as per bank requirements.
- Trained staff on operating procedures and company services for a total of 2 months leading to shorter wait times for customers.
- Assisted customers with compromised debit cards and issued new credentials.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
Education
Bachelor's Degree in Business Administration -
Okanagan College
Kelowna, BC01.2023
Diploma in Business Administration -
Okanagan College
Kelowna, BC07.2021
Skills
- Time management
- Attention to detail
- Problem solving
- Discretion
- Strong interpersonal skills
- Professional phone and email communication
- Active listening
- Regulatory Compliance
Timeline
Contact Centre Credit Card Associate
Bank of Montreal (BMO)
06.2023 - 12.2023
Customer Service Representative
Bank of Montreal (BMO)
01.2022 - 10.2022
Bachelor's Degree in Business Administration -
Okanagan College
Diploma in Business Administration -
Okanagan College
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