Experience

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  Ci investments

  Jan 2000 - Jan 2002

  Bilingual customer service representative

  Since 1965, CI Investments has been managing and providing investors with a comprehensive offering of Canadian, global, and industry funds. It is a leading investment manager with approximately $85.6 billion in assets.• Answered incoming calls from English and French mutual fund dealers.• Provided information about available products and services.

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  Rbc dominion securities

  Jan 2003 - Jan 2004

  Associate advisor

  Established in 1901, RBC Dominion Securities is Canada’s leading wealth management firm, with over 400,000 clients across Canada and worldwide and $217 billion in assets. • Assisted in the management of $100 million portfolio; including opening new accounts, order entry, and handling client queries.• Analyzed suitability of new products for clients by attending presentations and reviewing prospectuses. Resulted in proper asset mix for our various customers.

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  E*trade canada

  Jan 2004 - Jan 2005

  Investment representative (power team)

  For more than twenty-five years, E*TRADE, now Scotia iTrade, is one of the most recognized names in financial services, providing a full range of investment choices as an online broker. • Answered inbound queries and placed equity, mutual fund, and option orders for the company's most valued customers with highest level of professionalism and accuracy.• Regularly exceeded metric objectives set forth by management.

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  Oanda corporation

  Jan 2005 - Jan 2011

  • Managed a team of five representatives which included training, daily coaching and semi–annual performance reviews.• Handled client escalations to ensure optimal outcome for both client and company.• Coached customer service representatives to become OANDA supervisors. • Handled a variety of inquiries from customers regarding OANDA, our fxTrade platform, and funding.

  • Customer Service Supervisor

    Jan 2007 - Jan 2011

  • Customer Service Representative

    Jan 2005 - Jan 2007
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  Oanda corporation

  Jan 2012 - Jan 2014

  Customer service manager

  • Managed and supervised a team of twenty representatives. Hired employees and ensured they were productive and provided a high-level client experience.• Responsible for final approval of new OANDA Canada accounts.• Effectively dealt with customer complaint and escalation handling.• Worked with a cross-functional team to ensure new product and policy launches went smoothly.• Helped develop corporate metrics for Client Experience. Responsible for managing the Client Experience Associates so that these targets were met.• Developed good relationships and communication with departments across OANDA to ensure completion of important tasks.• Reorganized team which led to increase in morale and client satisfaction. Show less

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  Oanda corporation, toronto, on

  Jan 2014 - Jan 2014

  Compliance specialist

  OANDA Corporation, with global offices in Canada, United States, Japan, UK, Australia and Singapore, is a provider of currency data services and online retail foreign exchange trading.• Reviewed customer complaints, including trade disputes, and determined whether they were valid and should be reported to our regulators.• Assisted in providing responses to questions and potential concerns during our National Futures Association (NFA) audit.• Reviewed and approved new marketing material to ensure they were compliant with OANDA and industry policy. Show less