Stephen Hutchinson
Toronto,Ontario
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Articulate, energetic and results-oriented with exemplary passion for developing relationships and growing businesses.
Overview
8
8
years of professional experience
Work History
Sr. Call Quality Representative
Canadian Imperial Bank Of Commerce
04.2022 - Current
- Actively listened to and monitored Mortgage and Wealth calls. Handled concerns quickly and escalated major issues to supervisor.
- Participated in team-building activities to enhance working relationships.
- Collaborated with second level support teams to identify areas in need of improvement and implement solutions.
- Produced detailed and relevant reports for use in making business decisions.
Mortgage Advancing/Servicing Specialist
Canadian Imperial Bank Of Commerce
07.2017 - 04.2022
- Provided factual and conceptual information via telephone to internal banking center clients, and solicitors including: policy interpretation, procedural advice about products, services, and system navigation.
- Received Quarterly Achievers Award in recognition of achievement as a Top Performer between th periods of February 1, 2019 – April 30, 2019, May 1, 2020 - July, 2020.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Course Facilitator
Canadian Imperial Bank Of Commerce
07.2019 - 01.2022
- Successfully completed CIBC Facilitator Development Program Course July 2019.
- Facilitated Mortgage Underwriting and Servicing Training for new call center front line employees.
- Prepared lesson plans, quizzes, tests and examinations to gauge how well new employees were learning.
Assistant Branch Manager
Canadian Imperial Bank of Commerce
03.2015 - 07.2016
- Trained and developed new team members in alignment with branch service standards and objectives.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
Education
Bachelor of Arts - History
York University
4700 Keele St.Skills
- Creative Problem-Solving Ability
- Complaint resolution
- Active Listening
- Call Center Operations
- Course Facilitator
- Call Quality
- Strong Team Player
- Process Optimization
Timeline
Sr. Call Quality Representative
Canadian Imperial Bank Of Commerce
04.2022 - Current
Course Facilitator
Canadian Imperial Bank Of Commerce
07.2019 - 01.2022
Mortgage Advancing/Servicing Specialist
Canadian Imperial Bank Of Commerce
07.2017 - 04.2022
Assistant Branch Manager
Canadian Imperial Bank of Commerce
03.2015 - 07.2016
Bachelor of Arts - History
York University
Similar Profiles
David Parra DazaDavid Parra Daza
Customer Service Representative at Canadian Imperial Bank of CommerceCustomer Service Representative at Canadian Imperial Bank of Commerce
Jashan DhaliwalJashan Dhaliwal
Associate Financial Advisor at Canadian Imperial Bank of CommerceAssociate Financial Advisor at Canadian Imperial Bank of Commerce
Chirag AroraChirag Arora
Mortgage Servicing Representative at Canadian Imperial Bank of CommerceMortgage Servicing Representative at Canadian Imperial Bank of Commerce
DANIEL ORELLANADANIEL ORELLANA
Mortgage Servicing Specialist II at Canadian Imperial Bank of Commerce (CIBC)Mortgage Servicing Specialist II at Canadian Imperial Bank of Commerce (CIBC)
Mohit GoswamiMohit Goswami
Machine Learning Developer (Capstone Project) at D2AIMachine Learning Developer (Capstone Project) at D2AI