Yoro Fofana
Winnipeg
Summary
Hard-working team leader with exceptional experience leading bilingual and unilingual teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Bilingual Coordinator, Wealth Operations
Investor Group
11.2023 - Current
- Interpreting and analyzing documentation for the settlement of all account types and variety of products for a deceased IGM client estate.
- Process the settlement of all deceased client accounts which includes redemptions, transfers, account and tax adjustments, service set-up and account set ups and non-resident processing.
- Ensure the processing of documents based on the client request received and completing according to the Investors Group policy and procedures and compliance guidelines
Bilingual Senior Client Relations Representative
IG Wealth Management
03.2023 - Current
- Creating effortless experiences when receiving and responding to inbound phone and email contacts from consultants, clients, and other institutions.
- Accurately, professionally and effectively handle and resolve client and consultant inquiries and problems through acquired product knowledge of corporate policies and procedures.
- Provides support for new product launches, technologies and processes that are key to success of transformation.
- Delivering reliable, consistent, and transparent service by handling all inquiries with high level of quality and professionalism, determining best course of action, and ensuring completion of action has met established standards.
- Maintain knowledge of basic policy and procedure in following areas: IGFS, IGSI, IIROC, IGFS Nominee, Mortgage, and AFP.
- Take independent action to research escalated situations, offer alternatives and solutions, and provide feedback to advisors and/or process improvements that will maximize administrative process.
Restaurant Care Bilingual Team Lead
SkipTheDishes
09.2019 - 09.2022
- Coordinating, assigning, and reviewing the work of agents responsible for answering inquiries.
- Investigating complaints from stakeholders.
- Responding to complex stakeholder inquiries.
- Managing work schedules and team procedures.
- Identifying training needs and training workers in job duties and company policies.
- Coach new team members on service techniques and provided scoring through quality assurance program.
Courier Onboarding Bilingual Team Lead
SkipTheDishes
04.2019 - 09.2019
- Provided support and leadership to our operations team members.
- Worked closely with Stakeholders both internal and external.
- Further, build-out integration with existing Operations teams regarding processes and procedures.
- Proactively implemented process improvements to enhance the network's performance.
- Created and maintained internal tools.
- Trained new agents, or facilitate with the Training Team to have those new agents trained.
- Provided motivation and innovative solutions to facilitate the growth of the company and the team.
- Coordinating directly with management on other stakeholder teams.
Courier Onboarding Bilingual Senior Agent
SkipTheDishes
10.2018 - 03.2019
- Responsible for monitoring, coaching and supporting team members in order to achieve and exceed performance goals.
- Actively involved with the development, implementation and improvement of strategies for the Courier Onboarding team.
- Supervised and monitor the day-to-day operations of the agents that make up the department.
- Worked in close contact with fellow senior agents and team leads to ensure the smooth operation of the department.
Bilingual Courier Recruiter
SkipTheDishes
05.2018 - 10.2018
- Screened and interview potential couriers and explain them the benefits of being courier with the company and their responsibilities as a independent contractor.
- Reviewed documents and qualifications to determine suitability of candidates.
- Conducted background checks and manage all communication with candidates.
- Ensured all couriers practices comply with federal, provincial and local regulations.
Food Courier
SkipTheDishes
08.2016 - Current
- Picking and delivering customer's orders to their location.
- Customer services
- Using technology
- Familiarity with local area
- Excellent organizational and time management skills
Newspaper Delivery Driver
Winnipeg Free Press
11.2015 - 03.2016
- Maintained detailed delivery and pickup records for accurate accounting of newspapers delivered, collected and returned.
- Monitored weather and traffic conditions to adjust and update routes for maximum efficiency.
- Organized and mapped efficient delivery routes to boost daily delivery numbers.
- Fostered positive working relationships with regular customers.
Graphic Designer
Soro Print Color
01.2014 - 01.2015
- Developed creative design for marketing packages, including print materials, brochures, banners and signs.
- Put together videos for social media, advertising and informational purposes.
- Completed in-depth product design tests with help of different software, models and design systems.
- Worked with clients to gather and define requirements, establish scopes and managing project milestones.
- Used Adobe Photoshop and Adobe Lightroom to crop, invert and control light and color properties of photos.
Education
Diploma - Tourism And Management Program Winnipeg
Université De Saint-Boniface
Winnipeg, MB06.2018
High School Diploma -
La Lumière High School
Bamako05.2014
Skills
- Team Leadership, Development and Coaching
- Great attitude and personality
- Entrepreneurial sense of urgency
- Receptive to feedback
- Bilingual [French and English]
- Adaptable to changes
- Adept communicator
- Detail-oriented
- Multi-tasking and time management
Certification
- Foundations of Leadership Certificate
- First Aid Training Certificate (Red Cross)
- Manitoba Best Customer Service Certificate
- Event Coordinator Certificate
- Smart Choices Certificate
- Stress Management Certificate
- Handling of chemicals products Certificate (SIMDUT)
Timeline
Bilingual Coordinator, Wealth Operations
Investor Group
11.2023 - Current
Bilingual Senior Client Relations Representative
IG Wealth Management
03.2023 - Current
Restaurant Care Bilingual Team Lead
SkipTheDishes
09.2019 - 09.2022
Courier Onboarding Bilingual Team Lead
SkipTheDishes
04.2019 - 09.2019
Courier Onboarding Bilingual Senior Agent
SkipTheDishes
10.2018 - 03.2019
Bilingual Courier Recruiter
SkipTheDishes
05.2018 - 10.2018
Food Courier
SkipTheDishes
08.2016 - Current
Newspaper Delivery Driver
Winnipeg Free Press
11.2015 - 03.2016
Graphic Designer
Soro Print Color
01.2014 - 01.2015
Diploma - Tourism And Management Program Winnipeg
Université De Saint-Boniface
High School Diploma -
La Lumière High School
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