Paulina Caliendo
Toronto,ON
Summary
Dynamic multi-lingual professional with 20 + years experience. Highly successful in solidifying and managing client relationships, resulting in customer loyalty and increased revenue. Achievements in training and delivering world class client servicing, team building, processes and improvement management.
Overview
28
28
years of professional experience
Work History
Estates Specialist
CIBC National Estates Centre
Toronto, ON
07.2017 - 03.2021
- Supported and collaborated with 1050 Banking Centres Across Canada's employees, executors and estate beneficiaries on all aspects of estate of deceased client
- Managed over 1000 estate portfolios annually
- Facilitated and participated daily client meetings to ensure proper documentation obtained and execution of estate requirements to ensure efficient end to end handling.
- Participated in discussions with clients to understand immediate financial needs related to estate settlement.
- Developed strong relationships with banking centre employees to build sustained confidence in order to improve overall client experience during what could be very difficult and sensitive time in client’s life.
- Enhanced Executor and estate beneficiaries client experience to ensure that client loyalty was preserved or achieved inheriting new clients.
- Diligently educated and worked with Executor, estate beneficiaries and Banking Centre Leader on matters related to probate.
- Act as subject matter specialist on both estate handling and products requirements as required for settling deceased estate portfolio
- Identified new business opportunities through networking events and referrals from existing clients, contributing to overall growth of firm by 10%
- Mentored 30 junior team members, fostering supportive environment that encouraged skill development and collaboration within team.
- Educated over 100 clients on financial topics and best practices
Senior Agent Internet Correspondent Specialist
C.I.B.C. Retail & Business Banking
Toronto, ON
05.2016 - 05.2017
- Responsible for coaching and training over 30 new hires including managing social media platforms such as Twitter, Facebook, and CIBC Click-to-Chat.
- Collaborated with senior manager to develop eClient New Hire Quality Tracker standardized tool to ensure effective feedback on submitted work to mitigate business risk improving accuracy and efficiency.
- Coached both new and tenured agents on escalation of client inquiries with various business lines.
- Appointed as sole designated point of contact for World Capital Market business line in addressing client inquiries and escalation matters.
- Interview panelist for potential candidates and conducted testings.
- Developed and delivered formal training and testings for new hires
Internet Correspondent Specialist
C.I.B.C. Retail & Business Banking
Toronto, ON
01.2013 - 01.2016
- Strategized and implemented changes that resulted in decreased average handling time and effective interactions, attaining consistent high client satisfaction survey scores.
- Enhanced best practices on client interactions that resulted in overall department improvement for effectiveness and client satisfaction.
- Collaborated with colleagues to create and implement dedicated channel for social media client inquiries.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies including improved eClient’s communication tool for document recording.
- Provided ongoing supervision and coached employees sharing best practices, showing missed client opportunities that resulted in improved individual performance score.
- Identified opportunities to best enhance team’s knowledge in PCF business line by job shadowing within PCF Inbound Contact Centre.
- Created & implemented Chat Wrap Up codes for better tracing of specific client inquiries that contributed to analysis and improvement proposals.
- Appointed by leadership as SME for various products and process including Debit Card lost/stolen process, Chat, e-mails & Social Media; Newsfeed; Credit Cards.
- Participated in business project consultation session for Global Money Transfer on its initial launch.
- Audited libraries in 3 core channels to ensure accuracy and suggested effective scripting that lend enhancement of client experience and department’s effectiveness.
- Participated in projects that reviewed competitor bank’s best practices with client interactions via all three communication channels.
- Point of Contact for eClient with responsibility to ensuring systems operating and reporting any technical escalations to appropriate technical eClient Support team.
Financial Service Click to Chat Specialist
CIBC Retail & Business Banking
Toronto, ON
01.2012 - 01.2013
- Pioneered new client-representative communication initiative, Click to Chat which lead to training over 45 new employees.
- Appointed by leadership weeks into induction training as Blended Agent for self-initiating Online Banking Support to incoming client calls.
- Recognized for analyzing client's banking needs and exceeding company's weekly target goal of products sold.
- Contributed scripting ideas to leverage cohesive scripting and effective chat communications.
- Enhanced financial reporting accuracy by streamlining data collection processes and implementing automation tools.
- Solid multitasking skills navigating from multiple chats while consistently accessing and adhering to established procedures; working systems: COINS; Telagent; Horizon, eCIF; Oracle.
- Participated in round table discussion sharing best practices regarding cohesiveness and effective communication which resulted in increased team conversions and overcoming objections and chat control maintenance.
- Leveraged best financial solution meeting client’s needs by utilizing Horizon Utility, Credit Planning Calculators, and AST .
Corporate Trust Associate
Bank Of New York Mellon Corp
Toronto, ON
02.2010 - 03.2011
- Enhanced client relationships by providing comprehensive support and assistance with corporate trust transactions.
- Managed diverse portfolio of accounts, ensuring timely execution of transactions and accurate record keeping.
- Improved operational efficiency with thorough review and streamlining of internal processes and procedures.
- Collaborated with legal counsel, addressing complex issues related to trust agreements and documentation.
- Led project of implementing comprehensive and enhanced Corporate Trust Administration Client Portfolio System Indexing and archiving over 5000 clients' documentations into one comprehensive System
- Assisted onboarding process for new clients, gathering necessary information and establishing strong working relationships.
- Provided exceptional customer service, resolving client inquiries promptly and professionally.
- Maintained detailed records of all financial activities, ensuring transparency and regulatory adherence within corporate trust department.
- Developed customized reporting templates for clients'' specific needs while maintaining efficient workflow processes.
- Served as additional point of contact for clients and as backup for trust officers.
Senior Treasury Services Implementation Consultant
Bank of America, Canadian Headquarters
Toronto, ON
01.2007 - 01.2008
- Acted as principal liaison that collaborated between national and global sales team of and corporate client's executives and treasurer in opening Canadian and/or international account(s) and related treasury services.
- Facilitated and managed all internal/external projects related to establishment of connectivity of products and services between client and bank.
- Streamlined daily approximately over 50 project processes for enhanced efficiency and timely completion of implementation projects
- Developed and yielded extensive Client Servicing and Implementation Department Manuals enhancing client project deliverables
- Radically improved and solidified client relationships by creating and implementing post client servicing surveys
- Conducted over 10% onsite client visits to achieve better understanding of needs, coached and advising accordingly.
- Collaborated with 75% cross-functional teams to ensure seamless integration and adoption of new systems for clients
Global Client Services Senior Advisor
Bank Of America - Canadian Headquarters
Toronto, ON
01.2004 - 01.2007
- Managed over 400 high-profile global client portfolios including corporate/commercial clients and financial institutions.
- Recovered over $100MM of potential losses by using solid investigative and trouble-shooting skills.
- Responsible for driving results to resolve complex, fraudulent and collection inquiries.
- Innovatively reduced average turnaround times on inquiry resolution from 4 days to 3 days.
- Designed and implemented tracking tool that contributed to identifying process gaps,improved efficiencies, and reduction of repetitive errors and/or losses.
- Implemented open communication forums and training opportunities for related business partners that resulted in improved communication, synergies, and client satisfaction scores.
- Increased team efficiency with regular training sessions and performance reviews, leading to higher productivity levels.
- Integrated Six-Sigma methodology to monitor and improve continuous effectiveness.
- Created and published online desktop procedures to deliver cohesive client experiences.
- Provided expert guidance to international teams on establishing companywide tool to improve back-office operations efficiencies.
- Contributed to development of client service department’s contingency plan.
Senior Customer Service Specialist
Bank Of America - Canadian Headquarters
Toronto, ON
01.1993 - 01.2004
- Supervised 9 associates and managed 100+ high profile domestic and international clients, comprised of corporate, commercial, and financial institutions, including government agencies.
- Managed high-volume of clients, handling compensation claims and appropriately escalating internal business lines and client inquiries, providing tailored solutions.
- Oversaw daily operations of customer service department, effectively managing resources to meet targets consistently.
- Conducted monthly performance reviews of team members, identifying opportunities for growth and development and enhancing our service level to 100%
Education
Master NLP Practitioner & Trainer
Creatrix Go Quantum
Aurora, ON08.2022
Teaching Adults With Learning Disabilities
George Brown College
Toronto, ON04.2016
LIFE SKILLS COACH
George Brown College
Toronto, ON12.2013
Adult Education And Instructor Development
George Brown College
Toronto, ON07.2011
Skills
- Business Improvement Analysis and Implementation
- Team Development
- System Documentation
- Strong Verbal and Written Communication
- Customer Relationship Building
- Building Rapport
- High Emotional Intelligence
- Influencing and Negotiating Skills
- Superior communication skills with mindfulness of tone & style
- Languages: Fluent English and Italian, Working knowledge in French
- Strong inter-personal skills to deal effectively with management and individuals with diverse backgrounds
- Proven ability in coaching and mentoring
- Exceptional administrative skills and call center management
- Proficient in Social & Digital Media: Twitter; Facebook; Online Chat; Instagram
- Strong ability in providing tactful, diplomatic and discretion at all times
- Exceptional conflict resolution, investigative and trouble-shooting skills
- Able to work under extreme pressure with solid time management skills
- Strong analytical skills and attention to detail with a high degree of accuracy
- Known for excellent sound judgment and decision making, influencing and negotiation skills
- Strong in identifying trends and addressing them to prevent or reduce client/business impacts
- Exceptionally organized, efficient, able to multi-task and work within priorities
- Strong team player and ability to work independently
- Exceptional at taking initiative and presenting new ideas for process improvement
- Flexible and responsive to changes as initiated by organization or industry legislated
- Exceptional investigative and trouble-shooting skills
Accomplishments
- Awarded Perfect Attendance; Crystal Award of Excellence; and Excel Awards.
- Received team awards and recognition for inspiring associates to take leadership roles.
- Client servicing excellence recognized through IVR top one boxes, client surveys, and client calls & letters to executive management.
- Senior Executive VP Award for Process Improvements
Education And Professional Development
- Dealing with Difficult People - Managing Violent Behaviour - Accounting Fundamentals -
Six Sigma Fundamentals - Team-building Mentoring and Coaching skills - Project Management Skills for Success –
Execute End to End Excellence Training - Berlitz Canada Conversational French levels 1 to 4 - Legendary Speaking Challenge
Special Interests
- CIBC Workability & Diversity Committees
- Team CIBC Easter Seals Telethon
- Team CIBC Run for the Cure
- Working against Violence Everywhere (Louise Russo W.A.V.E.)
- Princess Margaret Weekend to End Women’s Cancer
- Harvest Food Bank
- CPA Wheelchair Relay
- Youth Unlimited - Light Patrol
- Wired Women Mentorship Program for New Canadians
Languages
Italian
French
Timeline
Estates Specialist
CIBC National Estates Centre
07.2017 - 03.2021
Senior Agent Internet Correspondent Specialist
C.I.B.C. Retail & Business Banking
05.2016 - 05.2017
Internet Correspondent Specialist
C.I.B.C. Retail & Business Banking
01.2013 - 01.2016
Financial Service Click to Chat Specialist
CIBC Retail & Business Banking
01.2012 - 01.2013
Corporate Trust Associate
Bank Of New York Mellon Corp
02.2010 - 03.2011
Senior Treasury Services Implementation Consultant
Bank of America, Canadian Headquarters
01.2007 - 01.2008
Global Client Services Senior Advisor
Bank Of America - Canadian Headquarters
01.2004 - 01.2007
Senior Customer Service Specialist
Bank Of America - Canadian Headquarters
01.1993 - 01.2004
Master NLP Practitioner & Trainer
Creatrix Go Quantum
Teaching Adults With Learning Disabilities
George Brown College
LIFE SKILLS COACH
George Brown College
Adult Education And Instructor Development
George Brown College