Sherry B. Singh
Brampton,ON
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Learning Enablement Lead
ROYAL BANK OF CANADA
11.2023 - Current
- Facilitates learning for Credit Cards Maintenance & Cards CART Specialized Fulfilment departments
- Developing training outlines & instructional methods for learning needs
- Training offshore & new-to-role employees
- Evaluating employees progress through coaching & assists with issues to improve quality of facilitating & learning
- Creating & updating learning material / procedures.
Subject Matter Expert
ROYAL BANK OF CANADA
03.2022 - 11.2023
- Technical/product/operational expert for end-to-end processes and the referral point of contact for center employees, service partners, management, and operations
- Extension of the Leadership Team in developing proficient individuals and introducing new processes through effective Centre roll-out and training initiatives
- Create clear and concise training material and facilitate effective training classes for new and existing employees
- Motivate, inspire, and teach to help identify gaps, enhance service quality, and consistently exceed expectations of employees, partners, and management
- Work alongside national office partners & process owners to update RBC's Policy & Procedure Library
- Managed Client Care Escalations
- Expert lead on training & onboarding for offshore team & summer students
- Managed multiple projects simultaneously while adhering to tight deadlines
- Led business operations to successfully meet business goals & objectives.
Credit Cards & Escalation Advisor
ROYAL BANK OF CANADA
09.2012 - 03.2022
- Expert Trainer for New-to-role advisors
- Collaborate with leaders to revamp job aids & redesign training module
- Delivered an exceptional client experience that ensures client needs are met by proactively providing clients with quality advice, problem resolution and prevention
- Provided side-by-side coaching to colleagues by taking appropriate action to close gaps (Verbal, procedural and/or technical) for greater team success
- Handled escalations sent to Team Managers across the advice centers and resolved client issues, providing satisfied resolutions.
Customer Service Representative
ROYAL BANK OF CANADA
01.2011 - 09.2012
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Developed strong customer relationships and loyalty through effective communication
- Developed highly empathetic client relationships & earned reputation for exceeding sales goals
- Achieved high sales percentage with consultative, value-focused customer service approach
- Advised & promoted bank products/services to clients & initiated sales leads to account managers daily
- Cross-trained & provided back-up at numerous branches.
Education
Community & Justice Services -
SHERIDAN COLLEGE
BRAMPTON, ONSkills
- Employee Performance Reviews
- Performance Improvement
- Coaching
- Escalations
- Performance Evaluations
- Quality Improvement
- Project Management
- Effective Written and Verbal Communication
- Call Centers
- Problem Resolution
- Complaint Reviews
- Excellent Written and Oral Communication
- Microsoft Office
- Credit Card Applications
- Customer Retention Strategies
- Training Program Design
- Learning Strategies
- Collaborative mindset
Certification
Canadian Red Cross Standard First Aid & CPR-C Certified
Volunteer Experience
ROYAL BANK OF CANADA
- Sales Committee
- JDRF fundraising
- Diversity & Inclusion Events
- Social Committee
- Pride Parade Volunteer
- RBC MyCommunity Volunteer
- OE&I Book Club
- Employee Engagement Survey Committee
References
References available upon request
Timeline
Learning Enablement Lead
ROYAL BANK OF CANADA
11.2023 - Current
Subject Matter Expert
ROYAL BANK OF CANADA
03.2022 - 11.2023
Credit Cards & Escalation Advisor
ROYAL BANK OF CANADA
09.2012 - 03.2022
Customer Service Representative
ROYAL BANK OF CANADA
01.2011 - 09.2012
Community & Justice Services -
SHERIDAN COLLEGE
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