Escalation Specialist

• Oct 2021 - Present

Client Support Specialist

• May 2020 - Oct 2021

Debt Relief Specialist

• Jan 2020 - May 2020

Responsible for connecting with potential clients through inbound calls and online inquiry systems to determine the best debt relief option to pursue. Proficient in using empathy and critical thinking to develop relationships with clients during stressful situations. Active in educating clients in the field of insolvency, with a focus on personal bankruptcy and consumer proposals. Responsible for connecting with potential clients through inbound calls and online inquiry systems to determine the best debt relief option to pursue. Proficient in using empathy and critical thinking to develop relationships with clients during stressful situations. Active in educating clients in the field of insolvency, with a focus on personal bankruptcy and consumer proposals.

Robotics Process Controller

• Sep 2018 - Mar 2019

Working with the Operations team within Automation, I was tasked with managing ATB’s BluePrism robotic assets and ensuring their continued operations on vital processes within an Agile environment. While I did not perform any development myself, I was proud to be part of the first contact team for automation issues to the majority of the company, acting as the first response to incident tickets and interpreting them to match developer requirements.

Senior Loan Service Clerk

• Jan 2017 - Sep 2018

As a senior within the Loan Maintenance team, I was responsible for non-senior tasking, as well as several different escalation and remediation tasks, including large scale projects and time-sensitive requests that had major impact on the client experience. Other important tasks that were part of this role included acting as a mentor to teammates to ensure the understanding of processes, as well as acting as a point of contact to multiple departments within the business. I also actively participated in several new initiatives in the company, including the transfer of internal documents to Google Suite and the beginning phases of automation within internal processes.

Loan Service Clerk

• Jan 2013 - Jan 2017

I was responsible for processing requests submitted to the Loan Maintenance team related to the maintenance of personal, land secured, business and agricultural loans via SAP interfaces. As part of this, I personally verified and sent vital legal documents and financial reports to clients pertaining to changes to their products, including statements of disclosure and term renewal documents. I was also part several new technology and learning initiatives, including the implementation of MyPath (SuccessFactors), several SAP module upgrades, and a comprehensive Lean Management course. The latter was used to help find over 60 hours per week of efficiencies within our processes.

Outbound Sales Specialist

• Aug 2012 - Jan 2013

I was tasked with contacting established clients regarding opportunities to apply for new products within ATB, including sales campaigns focused on selling specific products. While doing this, I also ensured that client information was correct within company databases. With every client call, I recorded details (including tracking of potential future sales opportunities) into multiple databases, including SAP CRM and Sharepoint.

Customer Sales Representative

• 2011 - 2012

Customer Service Representative

• Sep 2007 - Apr 2011