UMME JENIFAR

• Manage daily branch operations in a fast-paced, compliance-driven investment environment.
• Execute equity, mutual fund, and foreign currency trades, including currency wash transactions
• Ensure all trades and activities align with regulatory policies and internal procedures
• Monitor commission structures and verify accuracy in reporting
• Maintain client accounts: billing, transfers, documentation, and transaction readiness
• Work closely with Financial Advisor to support portfolio administration, implement transactions, and ensure timely client servicing
• Respond to client inquiries, manage scheduling, and uphold service standards
• Oversee branch logistics: reception, supplies, vendor coordination, and scheduling
• Prepare client packages, track follow-ups, and manage CRM updates
• Support workflow improvements and ensure adherence to compliance across administrative functions
• Model high service standards while advising on operational efficiency and regulatory accuracy

My background includes volunteering at the Toronto Humane Society, pitching in with neighborhood rescues, and fostering cats, so I’m comfortable with all kinds of personalities and special needs. When your pet stays with me, or I pop by your place, you can expect a safe, cozy setup, plenty of playtime, outdoor adventures, and meals and meds served right on schedule. I keep you in the loop with photos and notes. Your pet’s comfort and happiness are my top priorities, always.

• Consulted with veterinarians to diagnose problems and administered prescribed treatments.

• Executed outbound sales strategy to onboard small and mid-sized businesses onto the X Ads platform.
• Prospected and engaged SMB clients through high-volume, consultative outreach
• Educated business owners on digital advertising solutions to drive visibility, engagement, and conversions
• Activated first-time advertisers and managed end-to-end onboarding and campaign setup
• Maintained accurate and organized CRM records while managing a fast-moving sales pipeline
• Consistently met or exceeded performance targets, including 20+ new activations per month and average spend of $1,000+ per client
• Digital Advertising · Paid Social · Consultative Sales · Prospecting · CRM Management · Client Onboarding · Performance Metrics · Remote Sales Execution

• Led and optimized daily administrative operations of the Member & Client Services department, effectively managing two specialized teams to consistently deliver high quality client service to Members.
• Developed and implemented inbound/outbound call scripts, onboarding/training plans, and streamlined workflow and filing processes; identified and executed process improvement opportunities.
• Maintained key external business partner communications with organizations including Canada Life, Sun Life, Greatway Financial, and partner colleges.
• Successfully increased department SLA from 30% to 85% by September 2022.
• Introduced and administered Zoom for Business, along with organizational KPI reporting using Zoom Analytics.
• Standardized procedures and templates for refund processing, price adjustments, and course extension requests.
• Led department-wide training and cross-functional initiatives to enhance service flexibility.
• Collaborated closely with Marketing, eLearning, IT, and Education teams to ensure alignment on email campaigns, procedural changes, and service delivery impacts.
• Supported senior management, HR, and executive leadership in various projects and strategic initiatives.
• Coached team members on promoting new courses, program pathways, and membership renewal campaigns.

• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.

• Supervised a diverse team of Credit Counsellors with a focus on delivering exceptional customer service and administrative support.
• Tracked and analyzed Net Promoter Scores (NPS) via internal portals to monitor service satisfaction.
• Utilized Tableau, CDSE, and other internal tools to generate and analyze weekly, monthly, and quarterly reports.
• Applied data insights to identify performance gaps and conduct targeted coaching.
• Conducted daily huddles to ensure the team was informed on institutional updates, new product offerings, regulatory changes, and emergency protocols.
• Partnered with multiple departments, including retail branches, to resolve client concerns.

• Facilitated onboarding and training sessions for new employees on internal systems and CIBC product offerings.
• Installed VBA scripts and macros in Microsoft Outlook, TS2, and Coins systems for new hires.
• Conducted hands-on side-by-side training with new hires, delivering performance feedback to management.
• Provided job shadow opportunities during the six-week training program to reinforce learning.