Keisha N. Knibbs

Experience

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  BMO

  Apr 2008 - Nov 2011

  - Helped customers online and by telephone in a dynamic, fast-paced environment- Often Facilitated and prepared team meetings to discuss the bank’s sales targets and how to attain them in the absenteeism of management- Planned team building activities- Delivered exceptional customer experience for customers calling BMO to do business over the phone (Lines of Credit and MasterCards) - Built, enhanced and protected relationships with customers through listening, problem solving and recommending BMO products, solutions and service- Proactively identified sale opportunities, including cross-selling opportunities to existing BMO Clients Show less

  • Bilingual Customer Contact Agent

    Jul 2010 - Nov 2011

  • Bilingual Risk and Portfolio Management

    Apr 2008 - Jul 2010
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  First National Financial LP

  Nov 2011 - Apr 2012

  Bilingual Special Accounts Officer

  - Collected /managed the portfolio of mortgage arrears by minimizing the risk of financial loss or damage to investor relations and branding- Helped clients establish/plan a budget to correct the current deficiencies and prevent recurrence- Evaluated the costs and ensure the collection- Collected arrears of common expenses (condo/strata fees) privileges of ownership- Established the settlement payments in arrears- Provided credit ratings and Mortgage Audits- Collected the balances of the mortgages paid insufficient- Ensured that a minimum of 35 cases were completed a day Show less

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  B2B Bank

  Apr 2012 - Dec 2012

  Bilingual Financial Service Representative

  - Responded to telephone inquiries regarding products in an efficient and professional manner (Mortgages, Loans and GICs)- Resolved client concerns regarding their file through close collaboration with other internal stakeholders, such as Credit Officers, Administration Officers, and Business Development staff. - Processed routine, non-financial transactions between calls- Maintained excellent and up-to-date knowledge of features, policies and procedures about the products and services.- Monitored and followed-up on escalated call tickets.- Kept abreast of new product information and promotions, organizational policies and procedures, industry standards and trends, as well as legislation by Canada Revenue Agency. - Contributed ideas to promote efficiency and a higher standard of service Show less

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  CIBC

  Dec 2012 - Dec 2014

  Bilingual Small Business Representative

  - Provided information to existing and potential clients via telephone regarding CIBC's full range of products and services (Mortgages, Loans, Lines of Credit, Credit Cards etc.)- Met sales, customer service, and productivity targets by understanding client needs, offering first call resolution always, and actively promoting and selling products and services that met my clients’ needs- Offered a superior client experience on every call to meet and exceed my clients’ expectations, built loyalty and helped grow the business Show less

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  Children, Community and Social Services | Services à l’enfance et Services sociaux et communautaires

  Dec 2014 - Apr 2018

  Family Responsibility Office - Bilingual Enforcement Service Representative

  - Receive and respond to incoming telephone inquiries, make outbound calls and respond to correspondence- Investigate, review and maintain case data- Analyze and interpret legal documents- Initiate specific enforcement according to Family Responsibility Office, (FRO) guidelines

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  Pops'​ Porridge

  Aug 2016 - now

  CEO

  PORRIDGE & PHILANTHROPYMichael Knibbs, my father who is affectionately known as Pops; a once avid tennis player and business man was diagnosed with Multiple Sclerosis, (MS) in 2000. In more recent years his MS has seriously progressed affecting his gait and his ability to walk without an assistive device, (walker or scooter). As a result Pops has had to close down his interior decorating business, Michael’s Painting & Decorating.Pops along with over 100 000 other Canadians live with MS. Having multiple sclerosis means that one morning at realize your ability to walk has severely digressed. Or that you may suddenly have impaired vision. Or in some cases your memory will fail you for no apparent reason. The symptoms of MS are vast and vary for everyone.Pops' Porridge is a new small business where traditional Jamaican style porridge is made with a gourmet twist. Pops’ Porridge features a variety of nut and fruit/vegetable puree porridges. We feature gourmet flavours such as, Banana-Cashew n’ Coconut Cream, Pumpkin Spice, Hazelnut, Pistachio and many more!“Spreading MS Awareness One Bowl of Porridge at a Time” is our tag line. Pops’ Porridge aspires to help fund the MS Society fund research, advocate for change, spread awareness, and help people with MS and their families through our Porridge sales and our fundraiser Porridge and Philanthropy.Each bowl of porridge is partnered with a fact, statistic or symptom of Multiple Sclerosis in order to spread awareness to our customers about this silent disease, and 25 cents of every dollar earned goes toward MS research.Proceeds from our business and fundraiser will help fund research to cure MS, repair nervous system damage caused by MS and to stop MS attacks.By supporting our fundraiser Porridge and Philanthropy on the Canadian Multiple Society website, you too can make a difference in the life of someone with multiple sclerosis; one porridge bowl at a time. Show less

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  Patient Ombudsman

  Jun 2018 - Sept 2023

  Bilingual Early Resolution & Investigative Assistant

  Responsible for providing confidential administrative assistance to the Complaints Services team to support early resolution and investigative activities.- Provide stakeholder meeting and interview support; coordinate schedules and meeting room logistics, prepare agendas as required, prepare and distribute materials/pertinent documentation.- Assist Early Resolution Specialists and Investigators in formatting and editing of reports and submissions, proofing documents, ensuring formatting practices are followed and updating templates as needed. - Maintain Case Management System files and records, create newly assigned cases, scan paper-based documents and written complaints, accessing and generating reports as requested, and ensuring detailed information is entered in accordance with established guidelines.- Provide support for out-of-office meetings/conferences/events, arranging travel and accommodations as required- Respond to stakeholder inquiries and requests, screening and directing calls, resolving straightforward issues and apprising the appropriate members of the Complaint Services team of items requiring attention.- Monitor email/inbox complaints- Coordinate incoming and outgoing mail, and coordinate courier services as required.- Review correspondence and documents for accuracy, consistency and format ensuring conformity to administrative practices and procedures and maintaining confidentiality of all sensitive documents and personal information/health information.- Monitor complaint documentation and follow-up information- Identify opportunities to improve administrative policies, practices and procedures and streamline processes, providing input and recommendations. - Manage relationships with stakeholders to ensure a high level of customer service is provided. Show less

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  The Alcohol and Gaming Commission of Ontario

  Sept 2023 - Apr 2024

  Bilingual Customer Service Representative
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  County of Simcoe

  May 2024 - now

  Administration