Kiran Pal

Experience

• 

  RBC

  Oct 2005 - Jan 2008

  Client Services Specialist

  • Thorough grasp of Royal Bank products, services, policies and procedures• Responsible for customer service and sales both inbound and outbound• Developed and expanded client relationships through proactive selling of bank products and services.• Use of various banking software applications while servicing clients and time management skills to provide client satisfaction in every contact • Managed incoming client calls in a fast paced environment• Provided efficient and effective customer service by multi-tasking • Handled customer complaints and ensured client satisfaction was met in a professional manner.• Generated strategic solutions to meet and exceed clients’ expectation. Show less

• 

  Citi

  Oct 2008 - Oct 2016

  • Responsible for research, needs analysis, design, delivery, and evaluation of training and performance improvement programs.• Conduct training for domestic and global clients both in class and online using Live Meeting and WebEx.• Liaise with SMEs, front line and mid/upper-level management to create effective training programs geared towards meeting departmental needs/goals.• Provide creative and effective training and orientation for new hires and existing employees for both inbound/outbound call center and domestic/global transfer agency processing employees. • Update and maintain training manuals and resources on SharePoint and Global Learning Management System (LMS) for various multi-level departments and external clients• Prepare and communicate procedural, technical and legislative updates to front line staff and management on a daily basis.• Provide management with soft skills training and tools to better manage their teams• Project management skills and integral part of new client on-boarding/product launches and system development projects.• Promote training initiative such as annual lunch and learns and learning month programs. Show less • Provide administrative support for financial advisors, investors and inside sales representatives• Maintain quality customer service while maintaining accuracy and efficiency• Investigate and resolve client complaints and privacy issues (PIPEDA)• Various administrative duties such as mailing, faxing, drafting apology/explanation letters• Various special projects – missing information, tax receipts, RRSP contributions• Proficient knowledge of various investment companies procedures and products lines such as, mutual funds, GICs, segregated funds and insurance products.CS Training Mentor (Investor Services)• Orient and provide hands-on practical training for all new Customer Service employees• Prepare and maintain training material and exercises• Maintain and update reports for management on the progress of new hires• Organize and facilitate the one-on-one peer mentoring program • Provide peer support to new hires via a telephone queue. Show less

  • Learning and Development Specialist

    Jan 2011 - Oct 2016

  • Customer Service Representative (Investor Services)

    Oct 2008 - Jan 2011
• 

  Edward Jones

  Dec 2016 - Jun 2024

  • Apply a structured methodology by leveraging change management methodologies, process, and tools to create a strategy to support the adoption of the changes required by a project or initiative.• Support communication efforts by enabling the design, development, delivery, and management of key stakeholder communications.• Assess the change impact by conducting impact analysis, assess change readiness, and identify key stakeholders.• Support training efforts by providing input, document requirements, and support the design and delivery of training programs.• Partner and work collaboratively with project managers, business analysts, training, and leadership to successfully adopt change. Show less This position is responsible for facilitating & coordinating learning programs to meet the needs of business areas, division & firm, including targeted Branch Team training in support of division initiatives. Supports course development & creation of learning materials by partnering with key stakeholders & utilizing relevant data to guide decisions. Engages subject matter experts & other key stakeholders to perform effective needs assessments & assists with setting objectives & measuring improved learning outcomes. Recommends changes to learning curriculum to increase its effectiveness & drive positive results. Analyzes data & applies industry-accepted learning methodology to ensure training solutions align learning with business goals & provide optimal learning effectiveness. Show less

  • Change Management Specialist

    Jul 2022 - Jun 2024

  • Senior Operations and Services Trainer

    Dec 2016 - Jul 2022