Raquel John
Pickering,ON
Summary
Dynamic Senior Customer Care Advisor at Scotiabank with proven expertise in handling customer inquiries, complaints and escalations. Strong leadership and effective communication skills which drives collaboration with different business lines ensuring brand protection and customer satisfaction.
Overview
13
13
years of professional experience
Work History
Senior Customer Care Advisor-Social Media
Scotiabank
12.2015 - Current
- Monitor all Scotiabank-related activity on Facebook, X and Instagram with a focus on retention, brand protection and risk mitigation when engaging online.
- Play a key role to team members providing advice and offering tailored solutions to customer inquiries.
- Risk Management- resolving customer service inquiries and escalations alike (sensitive and high profile inquiries) by collaborating with various business lines/partners such as Global Management and Issues Management, Diversity and Inclusion (Social Impact), Employee Relations, Sales Practice and more.
- Support management by assisting training new team members to encourage a client focused culture.
- Compose internal weekly reports sharing Sales Practice mentions with CCC executives, Sales Practices, Global Communications, Customer Experience, Compliance groups and various stakeholders.
Customer Care Advisor-Retention
Scotiabank
07.2014 - 11.2015
- Retained new and existing customers' business by building rapport and providing advice and solutions in order to maintain customer loyalty.
- Evaluated and analyzed credit cards to determine customer's performance and create suitable retention offers.
- Successfully exceeded targets on retention save rates by upgrading products, reinforcing product benefits while increasing profitability
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
Retail Banking Officer- Outbound Sales
Scotiabank
09.2012 - 07.2014
- Applied the Customer Experience Model with customers and communicated the benefits of day-to-day banking, insurance protection, credit and investment products
- Acquired and maintained a detailed knowledge of two skill groupings of products and transactional services as well as policies and procedures necessary to respond appropriately to customer requirements
- Developed and maintained an awareness of competitors' products, services and marketing initiatives
- Recognized and satisfied customer needs through a thorough understanding of the selling process and following through on cross-sell and up-sell opportunities
- Asked probing questions, listened, explained benefits, handling objections and closing the sale
Education
BBA - Marketing Management: Bachelor of Commerce
Ryerson University
Toronto, ON06.2009
Skills
- Teamwork and Collaboration
- Effective Communication
- Leadership Qualities
- Problem-solving abilities
- Client Relationship Building
- Strategic Thinker
Accomplishments
2023 Best of the Best Top Individual
2022 Best of the Best Top Individual
Timeline
Senior Customer Care Advisor-Social Media
Scotiabank
12.2015 - Current
Customer Care Advisor-Retention
Scotiabank
07.2014 - 11.2015
Retail Banking Officer- Outbound Sales
Scotiabank
09.2012 - 07.2014
BBA - Marketing Management: Bachelor of Commerce
Ryerson University
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