Quentin Williams

• Worked closely with clients to understand unique needs and meet specific travel desires.
• Handled sensitive information with professionalism and discretion.
• Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
• Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
• Collected, handled and documented payments for travel services and associated feels.
• Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.

• Manage a high-value portfolio of at-risk accounts, engaging with clients in arrears on credit cards, personal lines of credit, personal loans, vehicle loans, mortgages, and overdraft protection
• Conduct empathetic and solution-oriented phone and email consultations to assess financial hardship, negotiate repayment plans, and prevent further delinquency
• Analyze account history, credit risk, and client financial profiles to recommend tailored retention and recovery strategies in line with BMO policies and regulatory compliance
• Collaborate with internal risk, collections, and underwriting teams to mitigate credit losses while preserving long-term client relationships
• Maintain accurate documentation of all client interactions and account actions in banking systems, ensuring confidentiality and compliance with privacy standards
• Consistently meet performance targets for contact rates, cure rates, and customer satisfaction within a high-pressure, high-volume environment Option 2 - More achievement-focused (if you want to stand out) Account Manager, High Value At-Risk | BMO Financial Group Nov 2023 – Present
• Serve as primary point of contact for high-value clients experiencing financial difficulty
• Negotiate sustainable repayment solutions that balance client financial wellness with the Bank’s risk mitigation objectives
• De-escalate sensitive situations with professionalism and discretion, improving client retention in at-risk segment
• Ensure full compliance with BMO risk protocols, collection practices, and Canadian banking regulations

• Monitoring customer service agents to maintain service levels and adhere to quality guidelines
• Generate and report weekly/monthly updates on company KPI's.
• Coached team members in techniques necessary to complete job tasks.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Trained new team members by relaying information on company procedures and safety requirements.
• Held weekly team meetings to inform team members on company news and updates.
• Worked different stations to provide optimal coverage and meet production goals

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• T1 (Personal income tax): Handling of incoming calls from taxpayers regarding outstanding balances for personal taxes, placing outgoing collection calls to taxpayers regarding outstanding balances for personal taxes
• GP (Government Programs): Handle incoming calls regarding outstanding balances for EI overpayment and Federal Student Loans, place outgoing calls to collect outstanding balances for EI and federal student loans, track number of incoming and outgoing calls per day
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Worked well in a team setting, providing support and guidance.
• Excellent communication skills, both verbal and written.
• Paid attention to detail while completing assignments.

• Handling incoming calls from current customers, evaluating and discuss lawn care needs and treatments
• Recommend and sell lawn care services
• Schedule meetings for lawn care technicians
• Directly contact existing customers in regard to the collection of outstanding balances for current and past services
• Renewal of lawn care services
• Reporting directly to Office manager
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Exhibited high energy and professionalism when dealing with clients and staff.

• Receive warm transfers from consolidate care customer service agents with customers wishing to cancel one or more of their Rogers services
• Answering calls from consolidated Rogers customers who chose the cancellation department through the IVR.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.

• Answering calls from agents from the Business Care department and speaking to commercial clients who requested to escalate an issue with their current services
• Speaking to commercial clients regarding moving their current services to a new location
• Handled issues escalated to the Commissioner for Complaints for Telecommunications Services as well as the Better Business Bureau
• Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
• Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Investigated and resolved customer inquiries and complaints quickly.
• Accomplished and successfully completed team assignments and projects as assigned by the team manager as well as the department Manager
• Handling all office/administrative tasks including emails, telephone and fax inquiries, and managing, schedules, recording and transcribing minutes
• Part of the social committee (planning, budgeting, preparing and implementing) office events
• Provided weekly status reports directly to the manager of the Business Services department

• Answering incoming calls from commercial customers
• Troubleshooting voice service issues per provided guidelines and working with other departments to get a resolution
• Resolve all service inquiries/requests and customer complaints in a manner, mutually satisfactory to the customer and Primus Canada
• Process credits to customers' account as per guidelines
• Provide accurate, detailed information regarding products, billing procedures, and payment options, to all new/existing customers in a timely, efficient manner
• Ensure all customer contact is documented immediately
• Completed all post call processing and paperwork in an accurate, timely and efficient manner