Richa Sharma
Victoria,BC
Summary
Dynamic Branch Manager at CIBC with a proven track record in operations management and customer service excellence. Enhanced branch performance through strategic planning and effective team coaching, achieving significant improvements in client retention. Skilled in relationship management and decision-making, driving revenue growth while fostering a collaborative team environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Branch Manager
CIBC
Sooke, BC
05.2025 - Current
- Managed daily branch operations, ensuring compliance with policies and procedures.
- Provided exceptional customer service, addressing inquiries and resolving issues effectively.
- Assisted in training staff on sales techniques and product knowledge to enhance performance.
- Executed marketing campaigns to promote financial products, increasing branch visibility.
- Collaborated with team members to identify opportunities for process improvements.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
Associate Financial Advisor
CIBC
Calgary, AB
04.2022 - 05.2025
- Developed personalized financial plans for clients based on individual goals and risk tolerance.
- Conducted comprehensive market research to identify investment opportunities and trends.
- Assisted in managing client portfolios, ensuring alignment with financial objectives and compliance regulations.
- Collaborated with senior advisors to refine strategies that enhanced client engagement and satisfaction.
- Mentored junior team members, providing guidance on best practices in client advisory services.
- Increased client retention rates by consistently delivering high-quality service and demonstrating genuine concern for their wellbeing.
- Enhanced client satisfaction by providing personalized financial advice and investment recommendations.
Financial Services Representative
CIBC
Calgary, AB
04.2021 - 04.2022
- Assisted clients with account inquiries and transaction processing.
- Educated customers on financial products and services to enhance understanding.
- Developed tailored financial solutions based on individual client needs.
- Collaborated with team members to streamline service delivery processes.
- Analyzed customer feedback to identify areas for service enhancement and training needs.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Increased client satisfaction by providing tailored financial advice and investment recommendations.
Customer Service Representative
CIBC
Calgary, AB
06.2018 - 04.2021
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and timely solutions.
- Managed complex account issues, coordinating with internal teams to facilitate resolutions.
- Trained new team members on customer service protocols and best practices for enhanced performance.
- Developed and implemented process improvements that streamlined service delivery and reduced response times.
Education
Bachelor of Arts - Economics
GND University
Punjab, India04-2027
Post Graduate Diploma - Human Resources Management
College of New Caledonia
Prince George, BC12-2013
Master of Arts - Economics
GND University
Punjab, India04-2009
Skills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Coaching and mentoring
- Relationship building and management
- Relationship management
- Strong team-builder
- Verbal/written communication
- Staff management
- Operations management
- Decision-making
- Staff recruitment
- Strategic planning
- Performance reviews
- Revenue generation
Accomplishments
- Received the “CIBC Annual Achiever's Award 2024” for exemplary performance and recognition for being top 1% employee nationally.
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Certification
Investment Fund Course ( MFDA) 2020
Timeline
Branch Manager
CIBC
05.2025 - Current
Associate Financial Advisor
CIBC
04.2022 - 05.2025
Financial Services Representative
CIBC
04.2021 - 04.2022
Customer Service Representative
CIBC
06.2018 - 04.2021
Bachelor of Arts - Economics
GND University
Post Graduate Diploma - Human Resources Management
College of New Caledonia
Master of Arts - Economics
GND University