Carla Matieshin
Kindersley
Summary
Dynamic and results-oriented professional with extensive experience in customer service management at Bank of Nova Scotia. Excelled in fostering teamwork and collaboration, significantly enhancing customer satisfaction and loyalty. Skilled in problem-solving and critical thinking, adept at streamlining processes for efficiency. Proven track record in improving service delivery, demonstrating a strong commitment to organizational goals and client needs.
Overview
24
24
years of professional experience
Work History
Retired
Retired From Working
07.2021 - Current
Manager Customer Service
Bank of Nova Scotia
08.2020 - 07.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Handled and tracked customer complaints to full resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications
- Researched and corrected customer concerns to promote company loyalty.
- Increased team productivity by providing ongoing training and support to customer service representatives
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Finance Manager
Energy Dodge
08.2014 - 09.2020
- Reviewed documentation and identified financial discrepancies where applicable.
- Streamlined month-end close process, reducing time spent on manual tasks and improving data accuracy.
- Vehicle financing
- Dealing with all major banks
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Office Administrative Assistant
Holland’s Hot Oiling
01.2020 - 04.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Coordinated clerical duties by handling copying, faxing, and document filing.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Reduced errors in documentation by meticulously proofreading and editing written materials.
- Streamlined office processes by implementing efficient filing and organizational systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Manager Customer Service
Bank of Nova Scotia
03.2001 - 08.2014
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Researched and corrected customer concerns to promote company loyalty.
- Kept accurate records to document customer service actions and discussions.
Education
Automated Office Administration - Office Administration
Kindersley Community College
Kindersley, SK05.1998
Diploma -
Kindersley Composite School
Kindersley, SK06.1997
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Active listening
- Calm under pressure
- Organization and time management
- Decision-making
- Problem resolution
- Verbal communication
Languages
English
Timeline
Retired
Retired From Working
07.2021 - Current
Manager Customer Service
Bank of Nova Scotia
08.2020 - 07.2021
Office Administrative Assistant
Holland’s Hot Oiling
01.2020 - 04.2020
Finance Manager
Energy Dodge
08.2014 - 09.2020
Manager Customer Service
Bank of Nova Scotia
03.2001 - 08.2014
Automated Office Administration - Office Administration
Kindersley Community College
Diploma -
Kindersley Composite School
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