Susan Manna

• Handled all cash office duties; daily reports, balancing of store, investigating any shortages /overages. Tended to banking -cash deposits, maintenance of petty cash for floats and POS terminals.
• Collaborated with team to identify sales trends and implemented initiatives to enhance revenue.
• Conducted and led inventory reporting on weekly basis. Resulted in an increase of sales revenue by 33%.
• Solicited customer feedback to identify and improve on areas of weakness. Coached and mentored.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures as Health and Safety Rep.
• Gathered, organized and input information into digital database.

• Responsible for CIBC Knowledgebase comprising of all English/French written material in appropriate brand and tone used to support Digital Banking channel.
• Supported the operational workflow by researching the accuracy, editing or creating new procedures, scripting and product information for Digital Banking’s Intranet.
• Performed daily and monthly analysis of online secure requests and emails with emphasis on technical, fraudulent or security issues.
• Used data to identify urgent issues (technical, customer or bank security/risk) and created mass mailing responses for clients via email alongside bulletins on Intranet.
• Collaborated with Digital Channel to confirm detail of communications in mass mailings
• Enhanced customer satisfaction by responding and servicing within established Service Level Agreement

Fulfilled inbound/outbound servicing to customers on all retail banking matters including investment and credit products. Consistent focus on sales targets, account retention and compliance.

Leveraged foundational knowledge working on Customer Care queue and Fraudulent queue

• Ensured compliance while processing transactions relating to personal or business banking matters.
• Using mathematical abilities to balance credit/debit ledgers and cash accounts.

• Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and customer retention.
• Inbound calls varied from account closure requests, lost/stolen cards, transaction disputes, billing issues, card transfers, credit limit increase requests, etc.