Paulette Brown Chin
Brampton,ON
Summary
Hardworking Customer Service Representative who can assist with enhancing customer service by delivering procedures and supervising staff. Communicative and responsible team leader who can encourage productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
37
37
years of professional experience
Work History
Eldercare Volunteer
Seniors Community Care
01.2014 - Current
- Participate in a volunteer capacity whenever needed all year.
- Assist with domestic tasks for people in need whenever possible.
- Plant and maintain gardens to provide fresh produce to reduce grocery costs.
- Coordinate individual referrals to obtain community services and advocate for seniors when required.
Senior Customer Service Representative Lead /Customer Service Representative
Ontario Lottery & Gaming Corporation
05.2017 - 07.2023
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Supervised over 20 staff members with guidance, support and direction for high-quality customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Implemented customer service policies and procedures for consistent performance standards.
Compliance Manager
Bank Of Nova Scotia
01.2017 - 05.2017
- Reviewed documents, files, transcripts and other records to assess compliance and potential risk.
- Managed compliance efforts, reporting and audits.
- Maintained effective working relationships with regulatory authorities, suppliers and customers.
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
- Prepared records and data for regular audits.
- Advised division leaders of regulatory risks in business processed and provided recommendations for improvement.
Customer Service Supervisor/Customer Service Representative
Bank Of Nova Scotia
11.2009 - 12.2016
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Supervised 20 plus team members with guidance, support and direction for high-quality customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Implemented customer service policies and procedures for consistent performance standards.
- Led customer service projects to address and achieve key business objectives.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Measured and improved customer satisfaction through feedback surveys and analysis.
Associated Broker
Avanti Group
01.2005 - 10.2009
- Provided guidance and consultation to clients to make well-informed decisions in Life Insurance and Investments.
- Analyzed various markets and trends to identify profitable investment opportunities.
- Prepared and completed required documents and contracts with clients.
- Conducted competitive market analysis to determine optimal pricing for clients by savings over 10% on contracts selected.
- Managed personal client roster to send announcements and information for new/updated programs.
Supervisor / Processing Officer
TD Bank Financial Group
01.1990 - 08.2003
- Verified technical specifications and information details before processing paperwork.
- Identified and recommended changes to existing processes and procedures to improve client satisfaction.
- Achieved increased customer service levels by processing incoming requests swiftly and in accordance with procedures and policies.
- Maintained understanding of current guidelines for new Investment Funds
- Reviewed exception report to make corrections.
- Updated knowledge about new products, procedures and organizational changes to respond to client requests.
- Processed both manual and digital transactions in line with established policies.
- Followed-up on discrepancies to assist business partners in customer inquiry investigations.
- Trained new incumbents or temporary staff on procedures and guidelines to transfer knowledge and maintain process consistency.
Processing Officer
CIBC/WoodGundy
06.1986 - 12.1989
- Verified information details prior to processing paperwork.
- Identified and recommended changes to existing processes and procedures to improve client satisfaction over 10%.
- Achieved high customer service levels by processing incoming requests swiftly and in accordance with procedures and policies.
- Maintained understanding of current Investment Fund changes and updates.
- Processed both manual and digital transactions in line with established policies.
- Followed-up on discrepancies to assist business partners in customer inquiry investigations.
Education
Life Long Learning Certificate - LLQP Insurance/Investing
Durham College
Oshawa, ON11.2004
Skills
- Customer Support
- Complaint Resolution
- Conflict/Escalation Management
- Staff Training & Orientation/Performance Reviews
- Documentation Review
- Account Management
- Process Optimization
- Quality Assurance
Additional Information
-I have been a volunteer on the Events Committee at Cornerstone Baptist Tabernacle for the past 25 years.
-I was voted The Best of the Best Employee 5 of my 8 years working at Scotia Bank.
-I received The United Way Hope Award in 2011 for my Community Service activities and Charitable contributions.
Timeline
Senior Customer Service Representative Lead /Customer Service Representative
Ontario Lottery & Gaming Corporation
05.2017 - 07.2023
Compliance Manager
Bank Of Nova Scotia
01.2017 - 05.2017
Eldercare Volunteer
Seniors Community Care
01.2014 - Current
Customer Service Supervisor/Customer Service Representative
Bank Of Nova Scotia
11.2009 - 12.2016
Associated Broker
Avanti Group
01.2005 - 10.2009
Supervisor / Processing Officer
TD Bank Financial Group
01.1990 - 08.2003
Processing Officer
CIBC/WoodGundy
06.1986 - 12.1989
Life Long Learning Certificate - LLQP Insurance/Investing
Durham College
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