Customer Service Sales and Relationship Management

Erick Pablo Mota

** **** **** **, *******, Ontario, M8V 0H9

Tel: 416-***-**** Email: adg0je@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS

• 5 years experience in Relationship Management, Sales and Customer Service.

• Excellent communicator, able to compile and organize facts and information for effective presentations.

• Organized, energetic individual with keen attention to detail and quality, able to execute procedures.

• Proficient in MS Office, Database Management, CRM Systems, and Electronic Business Applications.

• Effective team member able to work collaboratively and perform in a fast-paced environment.

• Excel in meeting targets, monitoring performance and thrive in multifaceted environments.

• Fluent in English and Spanish.

EDUCATION

Certificate in Public Administration Sept. 2014 – May 2015 Humber College, Toronto ON

Bachelor of Arts, Honours in Political Science Sept. 2009 – Apr. 2014 Western University (UWO), London ON

Secondary School Diploma Jun. 2008

Holy Cross Secondary, St.Catharines ON

WORK EXPERIENCE

Small Business Advisor, Markham ON Jul. 2018 – Present TD Canada Trust

• Consistently achieve 100% in monthly sales targets and compliance evaluations, meeting metrics and mitigating risk by exercising sound judgement and following procedures diligently in a high volume contact environment.

• Deliver exceptional customer service providing assistance to Small Business Banking customers.

• Provide recommendations leading to direct solutions for a multitude of business banking queries.

• Contribute to management as a leader of the Employee Experience Committee, resulting in increased performance output and team culture in the department. Customer Service Representative, Ottawa ON Jan. – Jul. 2018 TD Canada Trust

• Responded to inquiries and complaints in a high volume environment using specialized knowledge to explain policies and procedures to MBNA credit card customers in a timely, efficient and accurate manner.

• Properly identified all customers prior to releasing any private information.

• Contributed to the Legendary Experience Index by exceeding customer expectations, delivering on the companies’ shared commitments and overachieving all department metrics.

• Ensured responses through email and document calls through an IVR system as well as detailed notes in customer file.

• Adapted quickly with effective multi-tasking and problem-solving proclivity, utilizing Microsoft Office and various CRM Systems including; Gateway, Host, TSYS, S3, C3, PEGA, Lync, Skype, Cisco Webex and Agent Desktop on a daily basis to perform tasks and track performance. Inbound Sales Specialist, Ottawa ON Jan. – Dec. 2017 TD Canada Trust

• Increased Sales Revenue by providing excellent customer service, offering advice and making recommendations to MBNA credit card customers in a high volume contact environment.

• Sold Credit Balance Protection Insurance and Balance of Account Transfers (BOAT).

• Exceeded net new business targets in BOAT Sales Revenue for Q2-4. Field Marketing Representative, London ON Mar. 2014 – Aug. 2014 Kognitive Marketing

• Marketed financial credit products for Canadian Tire Financial Services, demonstrating in-depth product knowledge and excellent customer service.

• Exceeded sales targets achieving top 3 performance in Q3. Customer Service Officer, St.Catharines ON Apr. 2010 – Sep. 2011 Transcom/Intel Services

• Provided customer service for Sears Financial Services and sold AD&D Insurance through the phone in a high volume call centre environment, resulting in effective experience with handling objections.

• Adhered to schedules to support proper coverage of phones. LEADERSHIP & COMMUNITY

Toast Masters Int., Executive Member of TD Chapter Oct. 2019 – Oct. 2020 Ondas FM, Federal Election Coverage Sept. – Oct. 2019 TSCC 2671 Board of Directors, Treasurer Jan. 2019 – Present Parliament of Canada, Intern Jan. – Jul. 2017

Office of the MP - Etobicoke North, Constituency Assistant Aug. – Dec. 2015 Back-Packing Central America, UWO Extracurricular Summer 2013 REFERENCES AVAILABLE UPON REQUEST

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