Suzette Laidlow
Welland,Canada
Summary
Encouraging and analytical problem-solver with a unique set of talents to excel in team building, leadership, and motivation. Exceptional customer relations aptitude and strong relationship-building skills for establishing and maintaining positive connections with clients. Proficient in independent decision-making and sound judgment, consistently making impactful contributions to company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost overall performance.
Overview
30
30
years of professional experience
Work History
Customer Experience Lead
Scotiabank
01.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes
- Resolved customer issues through thorough dispute investigation
- Recognized as the Best of the Best - Top Individual Performer of my branch for achieving and exceeding annual targets
- Effectively coach and train customer service staff with key soft skills to uncover financial opportunities to refer clients to the advice sales team
- Deliver strong interpersonal skills to manage the service team to ensure branch success including managing cash and custody, ACS reports, fraud management, AML activities, and manager customer complaints and escalations
- Successfully implemented strong internal policies to ensure branch is secured and staff is following procedures throughout the banking hours of the branch leading to smooth structure followed throughout the day
- Built strong customer relationships to grow book of business for the branch and provide excellent customer service
Member Service Representative
PenFinacial
01.2018 - 01.2022
- Customer centric approach used to uncover customer needs to advise clients achieve their financial goals
- Thorough understanding of the banking products and services to provide solutions to customer concerns and queries
- Efficiently conduct and handle cash and custody to ensure accurate end of day balancing to reconcile cash
- Successfully uncover sales opportunities and refer clients to financial advisors to better assist with their financial needs
Shift Manager
Starbucks Coffee Company
01.1997 - 01.2003
- Successfully utilized existing organizational tools and collaboration with the store manager to expand clientele, and explore new and creative methods to recognize team leading to increase in staff motivation and job performance
- Successfully managed customer concerns and provided effective solutions to assist customers with excellent customer service
- Efficiently processed transactions with accuracy to assist clients and exceeded annual sales targets by following policies and guidelines to help increase the branch/store profits
Sales Attendant
Mark's and Spencer's
01.1995 - 01.1997
Education
DCS/DEC - Introduction To Microcomputers
Seneca College
Toronto, ON01.2022
DCS/DEC - General Arts And Sciences
George Brown College of Applied Arts & Technology
Toronto, ON01.2022
Bachelor of Arts - undefined
University of New Brunswick
Fredericton, NB01.2018
Skills
- Effective Use of Professional Skills
- Proficient in Resolving Technical Client Issues
- Passion for learning/sharing knowledge and troubleshooting
- Client advocacy
- Concise Communication Skills
- Highly motivated
- Proactive Task Management
- Coaching and mentoring
- Team management
- Customer Experience
Languages
English
Timeline
Customer Experience Lead
Scotiabank
01.2023 - Current
Member Service Representative
PenFinacial
01.2018 - 01.2022
Shift Manager
Starbucks Coffee Company
01.1997 - 01.2003
Sales Attendant
Mark's and Spencer's
01.1995 - 01.1997
DCS/DEC - General Arts And Sciences
George Brown College of Applied Arts & Technology
Bachelor of Arts - undefined
University of New Brunswick
DCS/DEC - Introduction To Microcomputers
Seneca College
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