Lisa Lee available

Lisa Lee

Client Service Specialist, Customer Service Representative, Account Processing Officer

available
Profileimage by Lisa Lee Client Service Specialist, Customer Service Representative, Account Processing Officer from Toronto
  • M2M 2V2 Toronto Freelancer in
  • Graduation: not provided
  • Hourly-/Daily rates:
  • Languages: English (Limited professional) | French (Limited professional)
  • Last update: 05.12.2019
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CV - Lisa Lee

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SKILLS
•    Written Communication
•    Call center experience •    Microsoft Office expertise
•    Google Suite
•    Salesforce
•    Inbound and outbound calling
•    Organizational strengths
•    Clerical support
•    Schedule mastery
•    Process optimization
•    Staff development
•    Time Management
•    Verbal Communication
PROJECT HISTORY
  • 09/2015 - 02/2018

    • Questrade
  • Client Service Specialist
  • * Used multiple applications and systems in order to provide service and resolve issues on
    behalf of
    * Provided consistent client experience and work to resolve client issues quickly
    * Investigated and researched solutions to resolve or escalated discrepancies/issues within area
    of responsibility based on standard work procedures
    * Identified and recommended changes to existing processes and procedures to improve client
    satisfaction
    * Collaborated with teams, departments and clients to ensure the delivery of efficient,
    high-quality service
    * Provided coaching, mentoring, and consultation to staff to enhance staff development
    * Offered every client knowledgeable and supportive assistance to meet all needs and build
    loyalty
    * Directed customer communication to appropriate department personnel, in addition to providing
    information to resolve inquiries and bolster customer satisfaction

  • 09/2013 - 07/2015

    • CIBC Investor Services
  • Customer Service Representative
  • * Used multiple applications and systems in order to provide service and resolve issues on
    behalf of clients and branches
    * Provided consistent client experience and work to resolve client issues quickly
    * Investigated and researched solutions to resolve or escalated discrepancies/issues within area
    of responsibility based on standard work procedures
    * Worked with external CIBC partners in order to resolve any client escalated issues
    * Assisted other teams within CIBC ISI when the need arises working on Special Projects
    * Cross trained in other positions to assist/provide support to other team members/area(s) of
    equal value in peak times or on a temporary basis to meet or exceed Service Level Agreements
    * Identify and recommend changes to existing processes and procedures to improve client
    satisfaction
    * Provided coaching, mentoring, and consultation to staff to enhance staff development
    * Collaborated with teams, departments and clients to ensure the delivery of efficient,
    high-quality service
    * Documented conversations with customers to track requests, problems and solutions
    * Addressed customer service inquiries quickly and accurately
    * Reduced process lags and effectively trained team members on best practices and protocol

  • 01/2007 - 09/2013

    • CIBC Wholesale Brokerage
  • Account Processing Officer
  • * Maintained business relationships and communicate with Internal Clients including Associates
    and Senior Directors of Institutional Equities Domestic and London England, Client On Boarding,
    Settlement Department, Compliance and Branches primarily to resolve discrepancies/issues to
    avoid delays in processing and/or opening of accounts
    * Received information from different systems and Branches for processing and opening accounts
    in a timely manner
    * Reviewed all documents to ensure compliance with CIBC policies and procedures and Government /
    Legal requirements and ensure accounts are correctly set up on the system
    * Collected measurement information for job function following procedures and guidelines to
    track and report to Sr.Officer and/or Supervisor
    * Prioritized and organized workload based on risk/severity and documents required to ensure
    deadlines are met according to policies and procedures
    * Trained new incumbents and/or temporary staff on procedures and guidelines to ensure transfer
    of knowledge and consistency in process

  • 01/1992 - 01/1997

    • North York Parks And Recreation
  • Skating Clerk
  • * Supervised the on-ice program with approximately 70 skaters ranging between 3 years of age to
    adults
    * Managed off-ice administration and paperwork
    * Directed on-ice staff of 5 to 10 Instructors
    * Organized and allocated staff for different skating programs
    * Programmed on-ice activities with Head Instructors
    * Registered participants for skating programs
    * Instructed skaters between 3 years of age to adults at varying levels
    * Delivered an exceptional level of service to each customer by listening to concerns and
    answering questions

TIME AND SPATIAL FLEXIBILITY
Looking to work remotely, however some flexibilty to short term travel.
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