Cassandra  Valdez

Assistant Branch Manager (06/11/2007 – 08/24/2009)

Last Employer: CIBC

Contact Person: Rose Rotondo 416 917 8120

Responsibilities: * Ensure the consistent delivery of high quality service in the branch to meet or exceed client expectations and service standards. * Manage cash holdings daily to ensure branch target while respecting bank processing requirements. * Assist with the development of the branch business plan by participating in action plans and coaching service and support employees to achieve goals within company standards. * Manage expenses to support the branch expense plans. *Participate in hiring service and support employees including interviewing potential employees and participate in the decision to select the most suitable applicant. * Plan and schedule employees to ensure that there are employees available to meet company and client needs * Review and distribute incoming internal and external correspondence. * Plan and schedule employees to be available during peak periods and optimize service levels. * Monitor team to ensure adherence to policies and procedures, completeness and accuracy. * Ensure reports and payments are actioned daily and with accuracy. * Oversee/investigate the resolution/reporting of frauds.While helping to identify the cause ensuring the corrections are made to ensure that the loss is not duplicated. *Manage expenses to support the achievement of the branch expense plans. Including expense reports. * Perform the activities associated with administrative duties including contact priorities, assigning leads, referrals and following up with appropriate departments and contacts * Ensure clients telephone calls are being responded to in a timely and professional manner. * Ensure that the employee recognition program was utilized to it full capacity.

CSR (07/07/2003 – 02/28/2005)

Last Employer: CIBC

Contact Person: Rose Qualizza 416 742 4807

Responsibilities: * Process transactions accurately, efficiently,collecting service charges when appropriate. Typical transactions include receiving deposits, cashing cheques, handling ABM related requests, coin orders, selling drafts/money orders/travellers cheques, cables, foreign currency, cheque certification and processing payments. * Process Including , transfers, cables, future exchange contract and fixed deposits for personal and business customers. * Maintain and balance bulk supply of branch cash, coin and foreign currency holdings. * Ensure security measures are in place at all times to protect the safety of the team and the branch. * Load/unload ABMs, ensuring enough cash is loaded for peak periods and daily required usage. * Prepare outgoing cash parcels for shipment and receive incoming cash parcels as required. Protect customer privacy by keeping personal documents and information out of sight of others.

Quality Assurance (01/03/2000 – 05/12/2003)

Last Employer: Bell Canada

Responsibilities: * Answer incoming/outgoing telephone communications regarding customers residential home phone. * Upgrade and educate clients with new and existing products and place customer orders in computer system. * Transfer customer calls to appropriate departments and following up to ensure that the customer has been satisfied with all services provided. * Identify, research, and resolve customer issues using the computer system. *Complete call logs and reports. *Research billing issues.

Branch Ambassador (11/28/2005 – 06/08/2007)

Last Employer: CIBC

Responsibilities: * provides exemplary client service and contributes to high client loyalty. * Welcoming clients as they enter the branch, identifying their needs and directing and/or referring them appropriately to the correct associate or department * Actively listen to client issue, demonstrating empathy and utilizing Problem Resolution to satisfy the customer. * Explain the benefits and features and how options might better meet their needs and expectations, answering questions and providing additional information as required. *Look for opportunities to suggest products and services, explaining the benefits and features of the services they have to maintain the customers loyalty and satisfaction. * Regular interface with partners, including staff from other segments, VISA, Telephone Banking, INTRIA, Client Care, etc., to obtain information and resolve client concerns making sure the are satisfied while not being inconvenience. * Ensure that Cash parcels are scheduled for drop off and pick up daily. Maintaining an appropriate amount of cash flow in the branch at all times. * Responsible for successfully working a 8 line phone system. * Assisted sales team with some call back and booking appointments. Daily filing of incoming and daily correspondence.

Establishment: Emery Colligate

Degree: OSSD