Patria Anderson
St Albert,AB
Summary
Experienced with driving customer satisfaction through innovative service enhancements. Utilizes strong leadership skills to guide teams in delivering exceptional experiences. Track record of implementing strategic initiatives that improve customer loyalty and operational efficiency.
Overview
18
18
years of professional experience
Work History
Customer Experience Lead
Scotiabank
12.2021 - Current
- Leads a team of four Customer Service Representatives (CSR)
- Review transactions done by tellers for accuracy and compliance with the Bank’s policies
- Authorize Incoming and outgoing wire transfers
- Review items requiring attention from previous day’s transactions/operations
- Reconcile the Branch’s monthly Unpaid General Ledger
- Maintain filing system for the Branch’s daily operations
- Clear inter-branch transfers; Digital Courier
- Manage the Branch’s email inbox with a 3-day response time
- Conduct coaching sessions with CSRs
- Led efforts to streamline communication channels, allowing for faster issue resolution and a more cohesive customer experience.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
Financial Service Representative
CIBC
01.2017 - 11.2021
- Engage clients by actively listening to information provided in order to better serve their needs while identifying opportunities to maintain a more lasting relationship
- Gather supporting documentation needed to prepare applications for Bank Accounts, Mortgages, Personal Loans and Investment products
- Submit credit and loan applications to underwriter with recommendations for approval
- Execute daily action plan to achieve weekly financial goals
- Promote and demonstrate the use of digital banking by registering clients for online banking
- Complete after sales and service activities (client inquiries, product and service maintenance)
- Introduce clients to colleagues in Imperial Service or Small Business Banking as appropriate to further deepen the client relationship and grow the business
- Demonstrate a strong code of ethics while adhering to clients’ privacy policy.
Senior Bank Teller
Scotiabank
09.2006 - 08.2015
- Processed/reviewed financial transactions and account inquiries for clients
- Trained new employees on cash management operations and entry processing, in accordance with Scotiabank’s policies and procedures
- Completed and submitted large cash and suspicious transaction reports to compliance unit
- Exceeded bank’s referral target for five consecutive years
- Balanced and replenished all six ATMs weekly
- Researched and resolved customer complaints/issue
- Supported customers in navigating online banking platforms and mobile applications, promoting digital services adoption among clients.
- Contributed to the achievement of branch goals by actively participating in cross-selling initiatives and referral programs.
Education
Graduate Certificate - Supply Chain Management
St Lawrence College
Toronto, Ontario04.2017
Graduate Certificate - Financial Services Compliance Administration
Seneca College
Toronto, Ontario04.2016
B.S. - Business Administration - Management Major
University of the West Indies
Kingston, Jamaica09.2004
Skills
- Calendar Management
- Flexibility & Efficiency
- Excellent Communicator
- Good Time Management
- Ability to learn quickly
- Strong Analytical Skills
- Effective Problem-Solving
- Highly computer literate and strong keyboarding skills
- Conflict Management Resolution
- Strong Work Ethic
- Team Management
- Digital Transformation
Accomplishments
- Supply Chain Management, Graduate Certificate Program, St Lawrence College, 09/01/16, 04/30/17, Toronto, ON
- Financial Services Compliance Administration, Graduate Certificate Program, Seneca College, 09/01/15, 04/30/16, Toronto, ON
- B.S. in Business Administration, Management Major, University of the West Indies, 05/01/03, 09/30/04, Kingston, Jamaica
Timeline
Customer Experience Lead
Scotiabank
12.2021 - Current
Financial Service Representative
CIBC
01.2017 - 11.2021
Senior Bank Teller
Scotiabank
09.2006 - 08.2015
Graduate Certificate - Financial Services Compliance Administration
Seneca College
B.S. - Business Administration - Management Major
University of the West Indies
Graduate Certificate - Supply Chain Management
St Lawrence College
Similar Profiles
Jasleen KamalJasleen Kamal
Financial Advisor at ScotiabankFinancial Advisor at Scotiabank
Gurpreet SinghGurpreet Singh
Senior Financial Advisor at ScotiabankSenior Financial Advisor at Scotiabank
Aram Iqbal DesaiAram Iqbal Desai
Senior Mortgage Funding and Accounting Officer at ScotiabankSenior Mortgage Funding and Accounting Officer at Scotiabank
Ashley DaweAshley Dawe
CLIENT RELATIONSHIP MANAGER at ScotiabankCLIENT RELATIONSHIP MANAGER at Scotiabank
Kim TolsmaKim Tolsma
Line Cook at Cattail Crossing Ltd.Line Cook at Cattail Crossing Ltd.