Canada
I’m a BBA candidate graduating in August 2027 with hands-on leadership experience in financial services operations. In my current Team Leader role, I coach agents, track KPI performance, support compliance, handle escalations, and help improve operational results for a BMO project. I’m looking to grow into banking, operations, leadership development, business analyst, or risk/credit operations roles where I can combine my experience leading teams with my business education and analytics skills.
Lead a team of 13 representatives handling high-volume past-due accounts and escalations, driving results through coaching, QA reviews, call monitoring, structured 1:1s, and performance management. Prepared PowerPoint-ready performance summaries and operational insights for leadership discussions, using KPI trends, SLA performance, QA findings, and productivity data to support decision-making. Partnered with client and internal stakeholders to support process improvement, compliance alignment, escalation resolution, and operational reporting. Analyzed operational performance, SLA trends, QA results, and team productivity data to identify process gaps and recommend improvement actions to management. Supported recruitment and hiring activities by participating in candidate interviews, assessing fit for the role, and contributing to hiring recommendations and decision-making. Developed and implemented SOPs and workflow improvements to improve consistency, productivity, and process compliance across daily operations.
Managed a portfolio of past due business & personal accounts, consistently achieving a high recovery rate and meeting monthly targets. Handled both inbound and outbound calls with delinquent customers, negotiating payment arrangements and offering solutions to resolve overdue accounts. Developed and maintained positive customer relationships, guiding clients through financial difficulties while ensuring timely payments. Reviewed and analyzed account information to identify high risk accounts and develop personalized strategies for debt recovery. Processed payments and adjustments in accordance with company policies and procedures, ensuring accurate and up to date records. Collaborated with internal teams to escalate complex cases, ensuring that customers received the necessary support to resolve their debts. Advised customers on credit management, offering insights into improving their financial standing and avoiding future delinquencies. Documented all interactions and payment agreements in the customer management system, ensuring compliance with legal and regulatory standards. Provided regular status updates to management on collection efforts, highlighting challenges and recommending improvements to processes.
Coordinated and actively participated in activities outlined within the Quality Management System (QMS) to ensure compliance and continuous improvement. Generated Certificates of Conformity/Analysis (COC/COA) for customers, verifying those products met predefined specifications and standards. Proficient in Microsoft Office Suite, with advanced skills in Word, Excel, PowerPoint, and Outlook. Conducted internal quality audits to verify adherence to established standards and identify areas for improvement. Compiled and analyzed metrics to support auditing processes and drive enhancements in operational procedures. Performed quality-related tasks including inspection, testing, gauge calibration, and material sampling to maintain high product standards. Managed administrative paperwork, database entries, and document control to ensure accurate and organized record-keeping. Monitored and evaluated quality outcomes, addressing any issues promptly to maintain product integrity. Investigated customer feedback, returned material authorizations, and other quality-related incidents to resolve issues and improve processes.
Proactively operated “The Horizon” using precise settings and standards to consistently produce high-quality products. Effectively used “Radius” to verify specifications and ensure material availability, while maintaining strict adherence to quality standards for all products. Confirmed the accurate loading and application of adhesive recipes in alignment with quality assurance standards. Maintained all duties in support of health and safety by utilizing PPE and adhering to established protocols. Communicated and coordinated with previous and following shifts. Performed changeovers dealing with adhesive, cold seal, and over lacquer accordingly. Responsible for the cleanliness of the laminator and surrounding areas.
Supervised and trained a team of 15 employees, including servers and kitchen staff. Conducted performance evaluations, managed scheduling, and resolved staffing issues to maintain a high level of service. Managed inventory and procurement processes to ensure optimal stock levels and minimize waste. Analyzed sales data and developed strategies to improve profitability and enhance customer satisfaction. Enhanced the customer experience by addressing and resolving complaints, ensuring a high level of satisfaction and repeat business. Conducted regular audits and training to maintain compliance and promote a safe working environment. Coordinated with vendors and local businesses to create successful partnerships and promotional events. Prepared and presented regular reports on operational performance, including sales, customer feedback, and staff productivity to senior management. Used data-driven insights to make informed decisions and drive improvements. Successfully led the restaurant through a major renovation, resulting in a 15% increase in sales over 1 year.
Take and process customer orders accurately, addressing any special requests or dietary restrictions. Address and resolve customer complaints or issues promptly and courteously. Prepare and serve food and beverages according to restaurant standards and recipes. Ensure food items are presented attractively and meet quality standards. Complete required paperwork and documentation for inventory, sales, and other operational activities. Communicate effectively with supervisors and colleagues to address operational needs and customer requests.