Nisarg Patel
Waterloo,Canada
Summary
Dynamic banking and operations professional with over seven years of expertise in mortgage processing, financial services, and client-facing roles. Currently excels in allocating high-volume mortgage applications at CIBC, consistently meeting SLA targets and underwriting requirements while ensuring data accuracy and compliance. Proven track record in escalation handling, workload coordination, and cross-functional communication, with a strong focus on process improvement in regulated environments. Holds IFIC certification and is actively pursuing the Canadian Securities Course (CSC), demonstrating a commitment to professional growth and adaptability across operations, fraud prevention, contact center, and client service functions where precision and sound judgment are paramount.
Overview
3
3
Languages
1
1
Certification
8
8
years of professional experience
Work History
Senior Allocator, Workforce Management
CIBC Bank
11.2024 - Current
- Coordinate allocation of mortgage applications across multiple queues every 30 minutes, ensuring distribution of over 150 applications daily while adhering to SLA targets and underwriting guidelines.
- Evaluate queue volumes and realign workloads throughout teams to ensure turnaround times remain steady
- Operate as key intermediary connecting underwriting, fulfillment, and processing teams while monitoring application completeness, compliance, and data accuracy across all stages.
- Assess pipeline performance using daily dashboards, highlighting and managing escalations to safeguard service quality.
- Enhance workflows that lead to accurate allocation, decreased rework, and efficient reporting for leadership.
- Guide onboarding for new team members on allocation procedures and systems, sustaining consistent performance during peak volumes.
Business Development Manager
Egnoli Services
Ahmedabad,India
11.2023 - 02.2024
- Assisted over 50 small businesses and start-ups with federal and provincial funding programs, evaluating eligibility criteria and compliance documentation.
- Administered sales process from initial engagement through negotiation and onboarding, reliably meeting monthly targets.
- Led advisory sessions with business owners to integrate available funding options into operating and growth objectives.
- Distributed leads throughout team and assessed performance using CRM dashboards, adjusting workflows to boost conversion effectiveness.
- Interacted with clients following onboarding to resolve concerns and cultivate lasting relationships.
- Cultivated relationships with key clients, enhancing customer satisfaction and retention rates.
Assistant Manager (promoted from Sales Executive)
Aussizz Group
Ahmedabad,India
12.2018 - 10.2023
- Transitioned from sales executive to assistant manager in two years, leading cross-functional teams of 10+ in sales operations and customer support for five years.
- Directed client lifecycle for 500+ accounts, resolving service delivery escalation processes and evaluating SLAs.
- Leveraged CRM platforms Jira and Zendesk to assess client data, streamline workload management, and produce performance reports for senior leadership.
- Integrated initiatives with IT, marketing, and leadership to maintain daily operations in harmony with business goals.
- Implemented and managed onboarding and training strategies for new hires, shortening ramp-up period and clarifying performance expectations.
- Administered performance assessments and guidance concentrating on progression of individual successes and bolstering team retention.
Education
Post Graduate Diploma - Business Management
Concordia University
New Zealand01-2015
Bachelor of Science - Information Technology
William Carey University
India01-2012
Skills
- SLA compliance oversight
- Data accuracy assurance
- Cross-functional issue resolution
- Issue identification and reporting
- Mentorship and onboarding
- Experienced with Jira, Zendesk, and Microsoft Office Suite
- Team leadership
- Customer service
- Negotiations
- Decision-making
- Account management
- Problem-solving
- Time management
- Fraud detection
- Fraud prevention
Languages
English
Full Professional
Hindi
Native or Bilingual
Gujarati
Native or Bilingual
Certification
- IFIC (Investment Funds in Canada) Certification
- Canadian Securities Course (CSC) – In Progress
- REMIC Mortgage Agent Certification
Timeline
Senior Allocator, Workforce Management
CIBC Bank
11.2024 - Current
Business Development Manager
Egnoli Services
11.2023 - 02.2024
Assistant Manager (promoted from Sales Executive)
Aussizz Group
12.2018 - 10.2023
Bachelor of Science - Information Technology
William Carey University
Post Graduate Diploma - Business Management
Concordia University