Trina Stanley
Rothesay,NB
Summary
Motivated , results driven manager of sales and customer service with over 20 years experience in the field. Proven skills in coaching for performance and change management. Highly skilled in cultivating and leading high-performance teams focused on exceeding business objectives. Expertise in building rapport de-escalating situations and maintaining customer loyalty.
Overview
24
24
years of professional experience
Work History
Bank Branch Manager
Bank Of Montreal
03.2015 - Current
- Assessed employee performance and developed improvement plans.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Maintained friendly and professional customer interactions.
- Identified partnership opportunities and established favorable business connections.
- Complied with regulatory guidelines and requirements.
Assistant Branch Manager
Bank Of Montreal
10.2010 - 03.2015
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Maintained friendly and professional customer interactions.
Customer Service Representative
Bank Of Montreal
02.2005 - 10.2010
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Registered Massage Therapist
Self Employed Services
06.2000 - 01.2005
- Addressed mobility limitations and generalized pain originating from muscle tightness through deep tissue massage techniques.
- Maintained client treatment records and designed long-term care programs for return customers.
- Educated clients on benefits of massage therapy and importance of self-care.
- Communicated with clients to discuss medical history, lifestyle and massage treatment goals.
- Collaborated with other healthcare professionals to develop treatment plans.
Education
Investment Funds In Canada Certificate
Canadian Securities Institute
Branch Compliance Officer Certificate
Canadian Securities Institute
Customer Conversation Certificate
BMO Institute For Learning
High School Diploma -
Kennebecasis Valley High School
Quispamsis, NBRegistered Massage Therapy Diploma
Kine Concept Institute
Montreal, QCSkills
- Operations Management
- Risk Assessment
- Organizational Skills
- Staff Training
- Team Building
- Effective Communication
- Conflict Resolution
- Performance Management
- Audit Preparation
- Customer Service
- Time Management
- Regulatory Compliance
Timeline
Bank Branch Manager
Bank Of Montreal
03.2015 - Current
Assistant Branch Manager
Bank Of Montreal
10.2010 - 03.2015
Customer Service Representative
Bank Of Montreal
02.2005 - 10.2010
Registered Massage Therapist
Self Employed Services
06.2000 - 01.2005
Investment Funds In Canada Certificate
Canadian Securities Institute
Branch Compliance Officer Certificate
Canadian Securities Institute
Customer Conversation Certificate
BMO Institute For Learning
High School Diploma -
Kennebecasis Valley High School
Registered Massage Therapy Diploma
Kine Concept Institute
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