UMME JENIFAR

• Managed and created social media posts, client engagement, ad campaigns, sales initiatives, collaborated with partners
• Manage inquiries via email and social media platforms
• Oversea day-to-day office reception, administrative tasks, calendar and client appointments
• Stay up to date with procedures, treatment and products

• Act as brand ambassador

Overnight pet boarding & dog walking services.

• Day-to-day management of the Member and Client Services department; with two specialized teams striving to provide excellence in customer care through both phone and email channels
• Created outbound/inbound scripts, tools, and workflow process; identified opportunities for improvement in processes and design
• Managed communication with external business partners. Canada Life, Sun Life, Greatway Financial, partner colleges.
• Drove department SLA to 85% from 30% by September 2022
• Introduced ZOOM reporting tool and KPI to the organization. Administered Zoom for business
• Introduced onboarding & training map for new hires
• Built standard procedure and template for refund requests, price adjustment, course extension request
• Built step-by-step guide on how to process transaction through internal systems, in collaboration with IT and eLearning
• Led various training initiatives
• Managed cross Training / cross Functionality initiatives
• Conducted Error Feedback sessions
• Worked closely with the Team to align team scheduling, vacations, sick days
• Collaborate with Marketing, eLearning, IT & Education Team to align with outgoing emails campaigns, internal procedural changes and anything that impacts Customer Service delivery
• Worked closely with Senior Management, HR and Executive Leaders providing support in various projects/initiatives
• Coached team to promote new course, program pathway and Membership Renewal campaign

• Managed a diverse team of Credit Counselors, striving to provide excellent customer service
• Monitored client survey/NPS score through internal portal
• Utilized tableau, CDSE and other internal system to create weekly, monthly and quarterly numbers
• Utilized data as a tool to identify performance gap, for effective coaching
• Organize and lead huddles, ensuring team is aware of updates/changes in financial institution, new products, government regulations, natural disasters etc
• collaborate with various department within CIBC including retail branch to find resolution for client

• Facilitated training classes for new hires on internal system and CIBC products
• Installed VBA, MACROS in new hire employee's Outlook, TS2 and Coins system
• Conducted side-by-side phone training and provided feedback to their respective manager
• Provided job shadow for new hires during their 6-week training program