Theresa Lay
Edmonton,AB
Summary
Dynamic Senior Customer Service Representative with a proven track record at CIBC, excelling in cash handling expertise and fostering strong customer relationships. Skilled in complaint resolution and computer proficiency. I've significantly enhanced team efficiency and client satisfaction. My approach combines active listening with problem-solving abilities, driving positive outcomes and maintaining financial integrity.
Overview
34
34
years of professional experience
Work History
Senior Customer Service Representative
CIBC
03.2009 - Current
- Balancing cash drawers consistently at the end of the day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
- Overseeing currency shipments and deposits while adhering to strict safety guidelines.
- Developing strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
- Coordinating workflow among tellers, assigning tasks, and monitoring performance for optimal efficiency during peak hours.
- Maintaining up-to-date knowledge of banking policies, procedures, and regulatory requirements for effective guidance for team members and clients.
Cashier Manager
Pick & Pay Convenience Store
01.1998 - 12.2008
- Managed daily cash deposits, ensuring accuracy and timely submission to the bank.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
Teller
Bank of America
03.1990 - 09.1997
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Conducted daily audits of cash drawers to prevent discrepancies and maintain financial integrity.
Education
Diploma - Accounting
Career College
Edmonton, AB1990
Certificate - Bank Teller
Edmonton Training Center LTD
Edmonton, AB1989
Skills
- Customer support
- Complaint resolution
- Computer skills and MS Office
- Staff education and training
- Administrative and Office support
- Active listening
- Problem-solving abilities
- Excellent Communication
- Cash handling expertise
Languages
English
Full Professional
Chinese
Native or Bilingual
Timeline
Senior Customer Service Representative
CIBC
03.2009 - Current
Cashier Manager
Pick & Pay Convenience Store
01.1998 - 12.2008
Teller
Bank of America
03.1990 - 09.1997
Diploma - Accounting
Career College
Certificate - Bank Teller
Edmonton Training Center LTD
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