Summary
Overview
Work History
Education
Skills
Languages
Quote
Work Preference
Timeline
Generic

Ramsha Rhesa Krauss

Edmonton,AB

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

12
12
years of professional experience

Work History

Personal Banking Associate

TD Bank
09.2022 - Current
  • Assist clients by proposing solutions to address financial objectives such as business expansion, debt management, investment and other financial goals.
  • Conducted regular account reviews to identify opportunities for cross-selling additional bank products and services.
  • Streamlined branch operations by collaborating with team members to optimize efficiency and improve workflow processes.
  • Collaborated with branch management and various internal departments to develop targeted marketing initiatives aimed at attracting new customers and increasing overall business growth.
  • Ensured compliance with all regulatory requirements by meticulously reviewing transaction records and adhering strictly to established operational guidelines.
  • Handled sensitive customer inquiries with discretion and professionalism, maintaining strict adherence to privacy regulations.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Generated reports and analysis of customer data to identify trends and potential business opportunities.
  • Maintained up-to-date knowledge of industry trends, enabling the provision of informed guidance on market developments affecting client portfolios.

Customer Service Representative

Bank of Montreal
06.2021 - 09.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.

Customer Care Executive

AMPM Service
05.2020 - 07.2021
  • Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized data analysis tools to identify trends in customer feedback, driving continuous improvement efforts.
  • Leveraged CRM systems to effectively track client interactions and maintain accurate records of communication history.
  • Trained staff on operating procedures and company services.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Restaurant Supervisor

Ricky's All Day Grill
03.2018 - 07.2020
  • Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
  • Coordinated event planning, managing logistics for successful private dining experiences.
  • Improved customer satisfaction by ensuring consistent quality of food and service.
  • Conducted weekly and monthly staff meetings to review performance and discuss upcoming events.
  • Developed marketing strategies to increase brand visibility in the local community, attracting new customers.
  • Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
  • Monitored adherence to corporate policies, procedures and standards as well as industry health and safety regulations.
  • Evaluated vendor relationships periodically, seeking competitive pricing options while maintaining high-quality product standards.
  • Enhanced team performance with regular evaluations and constructive feedback.
  • Streamlined operations for increased efficiency by implementing staff training programs.
  • Managed inventory control, reducing waste and optimizing resources allocation.
  • Directed both FOH and BOH employees through daily tasks and monitored performance throughout day.

Team Leader, Sales Operations

Concentrix
12.2012 - 07.2017
  • Reduced employee turnover by recognizing top performers and creating tailored development plans for under performers.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established team priorities, maintained schedules and monitored performance.
  • Established effective communication channels within the team, ensuring timely updates on market trends and competitor activities.
  • Led targeted marketing campaigns to boost brand awareness and generate qualified leads for the sales pipeline.
  • Exceeded sales targets by motivating team members and providing ongoing coaching.
  • Conducted regular performance evaluations, identifying areas of improvement and adjusting training programs accordingly.
  • Trained team members in proper data entry and contract execution within available electronic tools and platforms, demonstrating streamlined sales practices.
  • Enhanced customer satisfaction through proactive problem-solving and consistent followup.
  • Implemented data-driven forecasting methods, improving accuracy and informing strategic decision-making.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.

Education

Post-Degree Diploma - Business Administration

Langara College
Vancouver, BC
06.2019

Bachelor of Arts - English Language And Literature

St. Mary's College of Tagum
Philippines
04.2015

Skills

  • Business Development
  • Report Analysis
  • Negotiation and Conflict Resolution
  • Project Planning
  • Analytical Thinking
  • Staff Management
  • Client Retention Strategies
  • Portfolio Management

Languages

English
Native or Bilingual
Filipino
Native or Bilingual

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Work Preference

Work Type

Full Time

Location Preference

RemoteHybrid

Important To Me

Career advancementWork-life balanceWork from home option4-day work week

Timeline

Personal Banking Associate

TD Bank
09.2022 - Current

Customer Service Representative

Bank of Montreal
06.2021 - 09.2022

Customer Care Executive

AMPM Service
05.2020 - 07.2021

Restaurant Supervisor

Ricky's All Day Grill
03.2018 - 07.2020

Team Leader, Sales Operations

Concentrix
12.2012 - 07.2017

Post-Degree Diploma - Business Administration

Langara College

Bachelor of Arts - English Language And Literature

St. Mary's College of Tagum

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Ramsha Rhesa Krauss