Benita Singh

Experience

• 

  Tangerine

  Jan 2006 - Oct 2018

  Selected to be part of core team involved in the development and implementation of strategies andoperational processes for the launch of the first Tangerine credit card. Responsibilities included managing the performance of internal stakeholders and third party vendors which played a key role in the success of the portfolio exceeding its target for number of accounts acquired in the first year of launch. Card was voted winner in the 2016 Product of the Year Canada awards program in the 'Financial Services' category.Key achievements: • Created credit card processes and integrated with existing bank and contact center service policiesto deliver a seamless client experience• Successfully integrated a third party vendor to deliver manual credit adjudication, fraud, disputes andcollections services. Accountable for vendor setup, process development and management of key overallmetrics and service level agreements• Facilitated collaboration between internal stakeholders and external partners to help the businessmeet its overall objective of becoming an everyday bank while delivering best in class client experience Show less Oversight of a management team accountable for approximately 140 front lineemployees, handling an average of 4500 daily Deposit and Lending calls, to achieve service levelagreements. Responsible for sales programs, variable compensation, client onboarding and customer service enhancements that was recognized as the gold medal winner for top contact center in the world as awarded by ContactCenterWorld ( a CX contact center benchmarking organization).Key achievements: • Developed a cross-selling program that generated Mutual Fund leads in the contact center whichaccounted for $7.8 million in net sales in the first year• Implemented a cost-savings process that reduced unnecessary reimbursement transactions by 60%,resulting in a more empowered workforce and a better client experience• Worked with peers to develop and implement a front line development program which significantlyreduced new hire attrition within 6 months, increased employee engagement for 2 consecutive years,resulted in low absenteeism rates at 3.8% and high customer satisfaction scores at 87% Show less Created and led management team responsible for supporting front line contact center employees which included training, communications, e-services and escalations teams. Key achievements: • Reduced errors and misinformation through strategic communication and training programs thatinvolved process changes and marketing campaigns• Improved employee and client experience through the development of a program that empowereddecision-making in resolving client escalations• Reduced high volume of unnecessary calls through cross-functional initiative that improved themanagement of resources within the contact center Show less

  • Senior Manager, Credit Card Operations, Client Experience and Vendor Management

    Mar 2014 - Oct 2018

  • Senior Manager/Head of Client Sales

    Aug 2010 - Mar 2014

  • Senior Manager/Head of Client Experience

    Jan 2008 - Jul 2010

  • Manager Escalation Dept

    Jan 2006 - Dec 2007
• 

  Self

  Nov 2018 - Mar 2021

  Professional Sabbatical
• 

  Coinamatic Canada Inc.

  Mar 2021 - Apr 2022

  Client Support Manager

  Nationwide B2B operations management that included leading a team responsible for processingpayments, account maintenance and delivering quality service to clients consisting of property managersand owners. Key achievements: • Recipient of Award of Excellence in Feb 2022. Recognized for improving efficiencies and performanceof department within first year of joining Coinamatic• Lead in implementing and managing NPS survey leveraging Qualtrics platform• Successfully transitioned team to Five9 - cloud contact center. Worked with IT to build out businessrequirements including call routing• Improved and maintained department employee engagement scores measured through weeklyorganization surveys Show less

• 

  Simply Group

  Apr 2022 - Feb 2023

  Sr. Manager, Customer Experience and Vendor Management

  Oversight of multiple customer service teams under different lines of business nationwide which included outsourced call center. Goal of these teams was to handle and resolve inquiries from customers, sales representatives and lawyers related to consumer loans. Responsible for quality of service, effective conflict resolution and development of continual service improvements to create an exceptional customer experience. Key achievements: • Built a team amidst the adversity of over 50% attrition that necessitated the implementation of a well conceived hiring and targeted training strategy , executed with precision and resulted in no discernible compromised service levels or customer experience• Successful transition of offline tasks in-house within tight timelines resulting in savings and improvements to service levels. Transition resulted in 5% savings on vendor invoice and improvementin service levels from 5 to 2 business days• Executed strategic initiatives resulting in remarkable enhancement of a 10% improvement of first contact resolution thereby boosting the teams efficiency and proficiency Show less

• 

  Home Trust Company

  Apr 2023 - now

  Manager, Credit Card Operations

  Responsible for the Credit Card Operations team which includes partnering with internal and external key stakeholders for efficient management of the portfolio and monitoring of daily operations to ensure adherence to Risk and Compliance guidelines.