Niki Maki
Calgary,AB
Summary
Highly skilled and results-driven banking professional with over 15 years of experience at Scotiabank, currently serving as a Customer Experience Lead. Possesses a deep understanding of banking operations and a proven track record of success in leadership and team management roles. Demonstrated expertise in overseeing the overall success of the Retail Service team, driving business strategies, and achieving objectives. Now seeking to leverage extensive experience in a new role as a Private Banking Credit Solutions Officer. Committed to delivering exceptional service and building strong client relationships. A dedicated customer service professional adept at delivering exceptional satisfaction to a wide range of clientele through creative and informed problem-solving strategies.
Overview
12
12
years of professional experience
Work History
Customer Experience Lead
Scotiabank
04.2018 - Current
- Streamlined customer service processes for increased efficiency and improved response times.
- Minimizing risk exposure through compliance with banking regulations and robust anti-money laundering policies.
- Leading and motivating a team to achieve targets and deliver exceptional service.
- Implemented time management strategies to efficiently handle tasks and meet deadlines.
- Championing high performance, fostering inclusion, and managing team development.
- Improved staff through tailored individual training sessions and targeted feedback.
Customer Service Supervisor
Scotiabank
05.2017 - 04.2018
- Leads and oversees the overall success of the Retail Service team.
- Ensures all activities conducted are following banks policies and procedures.
- Ensuring Branch cash, custody, and security procedures and policies are followed and in place.
Assistant Manager - Document Centre
Scotiabank
08.2014 - 11.2016
- Managed a team of 7 Document Specialists.
- Reviewed a predefined percentage of work done by Document Specialists.
- Maintaining working knowledge of the bank's credit policies, procedures, and federal and provincial regulations as they relate to loan documentation.
- Providing ongoing observational and situational coaching.
Assistant Manager Fulfilment - ACMUC
Scotiabank
02.2012 - 08.2014
- Managed a team of 8 Mortgage Administrators.
- Formal and informal coaching.
- Managed escalations and deliverance of excellent customer service.
- Actively recruited and oversaw training for all new employees.
Education
Certificate - CAPPA - Oil & Gas Accounting
Mount Royal University
Calgary, ABDiploma - Social Work
Mount Royal University
Calgary, ABSkills
- Team Management
- Strategic Thinking
- Data-driven decision-making
- Proactive and results orientated
- Client driven
- Decisive Decision-Making
Timeline
Customer Experience Lead
Scotiabank
04.2018 - Current
Customer Service Supervisor
Scotiabank
05.2017 - 04.2018
Assistant Manager - Document Centre
Scotiabank
08.2014 - 11.2016
Assistant Manager Fulfilment - ACMUC
Scotiabank
02.2012 - 08.2014
Certificate - CAPPA - Oil & Gas Accounting
Mount Royal University
Diploma - Social Work
Mount Royal University
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