Summary
Overview
Work History
Education
Skills
Accomplishments
Customer Service Award recipient
Timeline
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Blanca Fletcher

Spruce Grove

Summary

Dynamic Customer Experience Lead at Scotiabank with a proven track record in enhancing service excellence and team management. Expert in analytical problem-solving, I developed strategies that improved customer satisfaction and streamlined feedback processes. Committed to mentoring staff, I fostered a culture of reliability and effective communication to elevate service standards.

Diligent Customer Service with knack for resolving customer inquiries and closing sales efficiently. Demonstrated success in building strong customer relationships and driving repeat business. Proven ability to handle complex issues with effective communication and problem-solving skills.

Overview

35
35
years of professional experience

Work History

Customer Experience Lead

Scotiabank
06.2021 - Current
  • Led cross-functional teams to enhance customer service processes and improve overall satisfaction.
  • Developed and implemented strategies to streamline customer feedback collection and analysis.
  • Mentored staff on best practices for delivering exceptional customer experiences and resolving inquiries efficiently.
  • Established performance metrics to evaluate team effectiveness in meeting customer experience goals.
  • Executed training programs focused on elevating frontline staff engagement with customers through effective communication skills.

Financial Advisor

Scotiabank
12.2014 - 06.2015
  • Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
  • Processed various financial transactions, ensuring accuracy and compliance with regulations.
  • Assisted clients in selecting appropriate banking products to meet their financial goals.
  • Opened and maintained borrowing solutions for clients including: mortgages, lines of credit, credit cards, and overdraft protection.
  • Opened chequing, savings, money market and certificates of deposit accounts and ordered cheques, debit cards and furnished online banking details to facilitate new transactions.

Accounting Officer

Scotiabank
03.1993 - 12.2014
  • Led cross-functional teams in audits, ensuring timely completion and adherence to regulatory requirements.
  • Collaborated with external auditors during annual audits, facilitating smooth information exchange and issue resolution.
  • Located and corrected branch processing errors, reversing outages, balancing cash tellers for branches.
  • Reconciled branch use fo General Ledgers, ensuring compliance with policy and procedures while monitoring for misuse.

Teller

Scotiabank
07.1990 - 03.1993
  • Processed customer transactions accurately and efficiently, ensuring compliance with banking regulations.
  • Managed cash drawers and balanced daily transactions to maintain financial integrity.
  • Assisted customers with account inquiries and resolved issues promptly to enhance satisfaction.

Education

Business Administration And Management

Institute of Canadian Bankers
SFU

Mutual Funds

Canadian Securities Institute

Skills

  • Analytical problem-solving
  • Critical analysis for decision making
  • Multichannel coordination expertise
  • Service excellence
  • Problem-solving
  • Attention to detail
  • Multitasking
  • Reliability
  • Excellent communication

Accomplishments

  • Letter of Accomplishment from the Institute of Canadian Bankers.
  • Increased our branches Customer Pulse score from 53.2-98.5% in 5 years.
  • Received awards for Customer Service Excellence, Balancing Change & Best of the Best awards 5 times

Customer Service Award recipient

Twice awarded Customer Pulse Champion for Scotiabank, for developing and maintaining 100% customer satisfaction in all 4 quarters of the year awarded.

Timeline

Customer Experience Lead

Scotiabank
06.2021 - Current

Financial Advisor

Scotiabank
12.2014 - 06.2015

Accounting Officer

Scotiabank
03.1993 - 12.2014

Teller

Scotiabank
07.1990 - 03.1993

Business Administration And Management

Institute of Canadian Bankers

Mutual Funds

Canadian Securities Institute

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Blanca Fletcher