Calgary, Alberta, Canada
A tech- savvy and a learning-oriented individual with a passion for advancing in the fintech industry. In my current role, I simplify complex financial concepts such as personal finance and stock trading by making them accessible and understandable for our clients. I bring extensive experience in customer experience and operations management, where I provide leadership and guidance to teams, advocate for customer-centric policies, and prepare insightful reports. I am eager to leverage my skills to drive innovation in Canadian fintechs and contribute to shaping the future of finance. Let's connect to explore new opportunities and advancements in this dynamic industry.
•Team Enablement & Leadership: Empowered CXAs to deliver exceptional client support by providing coaching, mentorship, and performance guidance aligned with fintech service standards. •Knowledge Optimization: Built and refined operational resources — including macros, Guru cards, and internal documentation — to improve response accuracy and workflow efficiency. •Onboarding Acceleration: Streamlined onboarding for new CXAs through structured ticket-pairing sessions, knowledge sharing, and continuous learning support, reducing ramp-up time. •Quality & Compliance Oversight: Evaluated client interactions to ensure adherence to compliance and quality benchmarks, delivering feedback to Team Leads to drive client satisfaction. •Client Experience Enhancement: Gathered and relayed actionable agent and client insights to Product Specialists, directly contributing to product refinements and smoother client journeys. •Client Relationship Management: Expertly managed escalations and high-stakes financial inquiries, turning complex situations into positive client experiences through empathy and precision. •Domain Expertise & Curiosity: Maintained a strong grasp of fintech products, regulations, and market trends while fostering a culture of continuous improvement within the team. •Resourceful Problem Solving: Leveraged cross-functional collaboration to resolve complex client and product issues efficiently and deliver compliant, client-first solutions. •Adaptability in a Dynamic Environment: Thrived in a fast-paced fintech landscape by navigating evolving priorities, incidents, and product updates with agility and clarity. •Sound Judgment & Ownership: Exercised balanced decision-making in managing responsibilities, knowing when to act independently and when to escalate for optimal outcomes.
•Efficiently resolve over 200 client tickets weekly while consistently meeting and exceeding Service Level Agreements, driving operational excellence and client. •Facilitate new client account openings and guide clients through the transfer initiation process on the Wealthsimple app and website. •Deliver clear and comprehensive education to clients, empowering them to confidently navigate and maximize the use of Wealthsimple’s platform. •Provide exceptional customer experiences by troubleshooting complex issues across multiple channels including voice, email, and chat. •Educate clients on the end-to-end transfer process for their investment accounts, addressing potential errors or delays proactively to ensure a seamless transition. •Build strong relationships with clients and internal teams, fostering collaboration and efficiency to achieve shared goals. •Demonstrate proactivity, empathy, and precision when managing complex tickets, effectively de-escalating concerns and delivering lasting solutions. •Approach every task with urgency and accountability to deliver swift resolutions that strengthen client trust and satisfaction. •Provide valuable insights to internal teams by identifying emerging trends, sharing client feedback, and supporting continuous product and process improvements.
Provide leadership support and guidance to the Customer Experience and Operations team agents and advocate for customer-centric policies and initiatives within the organization. • Prepare daily and weekly reports for management, highlighting, key performance metrics and insights using google sheets, Zendesk, Slack, and other internal software. • Monitor team performance by setting objectives and conducting performance evaluations which also includes providing coaching and constructive feedback to the customer experience specialists. • Enhance the quality of customer interactions and support services by evaluating performance using the GREAT model, through call monitoring, ticket reviews, and customer satisfaction surveys. • Work closely with other departments such as fraud, product development, and IT to address customer issues and improving overall service delivery. • Work all the roles and responsibilities of a customer experience specialist as assigned from time to time.
- Approve and decline applications for credit accounts, savings accounts, credit cards, and other banking products. Collaborate with Neo Financial's Compliance team to secure necessary KYC approvals and liaise with Neo sales teams across Canada to ensure the expeditious processing of credit applications. - Complete credit and loan documentation, and reviewing and updating credit and loan files. - Collaborate with the fraud and analytics department to resolve the issues faced by the customer when it came to unauthorized transactions, frauds and scams and worked towards keeping their account secured by freezing their cards when lost or stolen.
• Working closely with students and alumni to identify their career goals and aspirations, and providing them with personalized support to help them achieve these goals. • Developing and implementing targeted professional development strategies, such as resume writing and interview preparation workshops, to equip students and alumni with the necessary skills to succeed in the job market. • Conducting ongoing research on labor market trends to ensure that the programs remain relevant and up-to-date, and that students and alumni are prepared for the latest job market demands •Through my efforts, I was able to upscale the organization employment rate for the assigned programs up to 70%. I am proud to have helped a great number of students and alumni achieve their career aspirations, and I remain committed to continuing this important work in the future.