SURESH RAGHAVAN
Toronto,ON
Summary
Top performer with 10+ years successful experience in B2B Sales, and Customer Service in Financial and other business environments .Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Client Solutions Advisor
Bank of Nova Scotia
02.2016 - Current
- Handling calls for mortgage customers - Mortgage renewals and Guaranteed Income Certificate - ( GICs) aiding client to choose packages and term, based on client needs.
- Ensuring compliance to all department sales and service standards., completing KYC refresh, enabling EDD , for those high risk events , setting up digital access, password reset, providing information to client after validating client , following proper authentication process, using debit card , credit card, mortgage number or phone number.
- Deescalated customer compliant by offering the best resolution possible, Escalated , documented and reported suspicious activity on customer file to protect bank and maintained accuracy, entering the client complaints on our complaint portal, for possible resolution.
- Consistent in exceeding customer satisfaction ,through surveys from clients, month after month , one of the top performing agent of the entire contact centre.,
- Collaborating with inbound team, based on business needs - to manage Day to day banking - service, and sales call - handling credit products, using every opportunity to upsell and cross-sell , products like credit card, check acct , line of credit, limit increase on loc, insurance and other credit products.
- Responded to client inquiries regarding billing discrepancies by researching issues, regarding property tax and Insurance. Resolved customer complaints in a timely manner
- Onboarding Specialist - was SME ( Subject Matter Expert) for new hires who joined bank since 2019 - 2023 ( 6 batch - was centre of contact for agents, providing support , with respect to system , products , and compliance
- Cross trained in other banking products like pre- approved line of credit, credit cards, overdraft protection.
- Performed necessary troubleshooting to determine source of client reported issue.
Insurance Advisor
Gold Max Group Inc
02.2015 - 01.2016
- Explained features, advantages / disadvantages of various policies to promote sale of insurance plans
- Responsible for building relationship with customer to provide excellent customer satisfaction, including informing clients of other products lines available
- Processed applications, endorsements, renewals, rewrites, in and out mail and various another client supports
- Attended meetings, seminars, and programs, learned about new products and services, learned new skills to be more efficient
- Aided families with home and personal budgets and use information to show the benefits of insurance.
- Advised customers on changes in existing policies or new options available in the market.
Insurance Advisor
TD Insurance – TD Bank - Meloche Monnex
12.2010 - 01.2015
- Managed existing business offering insurance services with respect to auto & home insurance
- Achieved sales target and productivity on regular basis
- Seized the opportunity to cross-sell offering multi-line products and services
- Created profile for new business and closing the sale with one call process
- Attended various training programs with respect to underwriting, claims and FSCO.
- Negotiated terms and conditions of policies with clients to obtain best possible coverage at lowest cost.
Inside Sales Agent – B2C ( Part-time 2007-2010))
Optima Communications
08.2006 - 12.2010
- Made outbound calls around one hundred customers per shift across Canada on behalf of Scotia Bank / Canada life, selling diverse types of Insurance services
- Excellent customer service over the phone to customers in need
- Achieved the productivity set by the company
- Cross trained in various campaigns and been successful in generating sales.
- Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
- Analyzed customer needs to offer appropriate solutions and expedite sales process.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Account Manager
Myron
02.2007 - 02.2008
- B2B Sales calling key decision makers of business across United States
- Cross-selling, up selling more effectively with more than 75% success rate, which was 50% above target
- Maintaining around 1500 business accounts in U.S of small, medium, and large accounts
- Getting repeat buyers and also reactivating lapsed customers
- Probing more effectively with key decision makers and offering solutions
- Building rapport with customers and offering solutions and new accessories.
Education
Bachelor of Science (B.Sc.) -
University of Madras, India
01.1992
P.G. Diploma in Computer Applications -
Skills
- Client Needs Assessment
- Excellent Communication
- Problem-solving aptitude
- Effective customer upselling
- Multitasking
- Written Communication
- Time Management
- Professionalism
- Team Collaboration
- Financial Acumen
- Continuous Improvement
- Organizational Skills
- Interpersonal Skills
- Active Listening
Languages
English
Professional
Hindi
Limited
Tamil
Professional
Accomplishments
- Recognized as Top individual performer - customer recognition - 5 times in row- Scotia Bank
- Most Valuable Person in the team -Scotia bank
Certification
- Anti Money Laundering & Terrorist Financing for Securities Professional - 2024
- REMIC - Mortgage Agent course - 2019
- RIBO - Registered Insurance Brokers of Ontario - 2010
- LLQP - Life Insurance Qualifying Program - 2009
Timeline
Client Solutions Advisor
Bank of Nova Scotia
02.2016 - Current
Insurance Advisor
Gold Max Group Inc
02.2015 - 01.2016
Insurance Advisor
TD Insurance – TD Bank - Meloche Monnex
12.2010 - 01.2015
Account Manager
Myron
02.2007 - 02.2008
Inside Sales Agent – B2C ( Part-time 2007-2010))
Optima Communications
08.2006 - 12.2010
Bachelor of Science (B.Sc.) -
University of Madras, India
P.G. Diploma in Computer Applications -
Similar Profiles
Syran ClarkeSyran Clarke
Manager Team Lead Corporate, Commercial and Small Business Banking at Republic Bank (EC) Limited (Formerly Bank of Nova Scotia)Manager Team Lead Corporate, Commercial and Small Business Banking at Republic Bank (EC) Limited (Formerly Bank of Nova Scotia)
Suhani PatelSuhani Patel
Customer Experience Associate at Bank of Nova ScotiaCustomer Experience Associate at Bank of Nova Scotia
Essa KazmiEssa Kazmi
Financial Advisor at Bank of Nova ScotiaFinancial Advisor at Bank of Nova Scotia