Serafima Tokmakova

Customer service specialist with over 3 years of experience in sales and banking. Proven ability to thrive in high-pressure environments while building strong relationships with clients and leadership. Completed Manager in Training program, contributing to onboarding and training processes. Seeking opportunities that combine sales and banking to further develop skills.

• Consistently exceeded KPI, including NPS, Calls Per Hour (CPH), and Average Handling Time (AHT) targets, while working at CIBC.
• Took on an additional role as translator, effectively managing delinquency accounts by communicating with Russian speaking clients, leading to improved client relations and successful account resolutions.

Serve It Right Certification
11/01/2021 - 11/01/2026

• Certified in responsible alcohol service.
• Trained to manage potentially harmful situations, monitor compliance with provincial regulations and promoting a safe environment for both customers and staff.

Run for Cure Volunteer | CIBC Vancouver, BC 

Oct 2023 

• Participated in the annual marathon to raise awareness and funds for breast cancer research.
• Personally donated to support the cause, contributing to the collective fundraising efforts.
• Demonstrated commitment to community and health-related causes through active participation.

Sunday school teacher | Coastal Church

Jan 2021

• Developed and organized lesson plans, ensuring engaging and age-appropriate content for children aged 6 to 12.
• Led classroom activities with a focus on creating an interactive and inclusive learning environment.
• Applied leadership skills to guide and motivate students, creating a positive and supportive environment for all participants.