Rovina Reid
Fort Nelson,BC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Branch Manager
CIBC
08.2022 - Current
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Assessed employee performance and developed improvement plans.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Complied with regulatory guidelines and requirements.
- Examined customer loan applications for loan approvals and denials.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Submitted loan applications to underwriter for verification and recommendation.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
Senior Business Banking Specialist
CIBC
04.2012 - 07.2022
- Reduced credit risk through thorough analysis of borrowers'' financial statements, credit reports, and collateral evaluations.
- Optimized revenue growth by cross-selling banking products and services to meet clients'' financial objectives.
- Assisted clients in navigating challenging financial situations such as bankruptcy or restructuring loans.
- Collaborated with branch team members to maximize sales opportunities and achieve target goals.
- Enhanced client satisfaction by providing tailored financial solutions for their business needs.
- Increased customer retention by providing exceptional service and support for complex financial transactions.
- Maintained strict compliance with regulatory requirements, adhering to all policies and procedures related to lending practices.
- Opened new accounts and made changes to existing accounts.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
Customer Service Representative
CIBC
11.1999 - 04.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Education
Investment
Canadian Securities Institute
Toronto 10.2022
Computer Science
Career Development Institute
Toronto 07.1998
High School Diploma -
St. Stanislaus College
Georgetown 07.1991
Skills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Attention to Detail
- Coaching and Mentoring
- Team Supervision
- Client Relationship Management
- Verbal/written communication
- Decision-Making
- Loan Documentation
- Loans
- Risk Analysis
- Regulatory Compliance
Languages
English
Full Professional
Timeline
Branch Manager
CIBC
08.2022 - Current
Senior Business Banking Specialist
CIBC
04.2012 - 07.2022
Customer Service Representative
CIBC
11.1999 - 04.2012
Investment
Canadian Securities Institute
Computer Science
Career Development Institute
High School Diploma -
St. Stanislaus College
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