Denisa Kalaj
New York,NY
Summary
Determined Relationship Banker with solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals and providing excellent customer service. Strong communication and interpersonal skills committed to making customers understand financial needs, goals and options.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Experience Manager
HSBC Bank USA
10.2022 - 11.2024
- Coordinated with internal departments on implementation of new client business.
- Oversaw the resolution of complex client issues, earning a reputation for going above and beyond to ensure satisfaction.
- Reduced churn rate by identifying at-risk clients early in their lifecycle, implementing targeted interventions to re-engage them effectively.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Built strong internal partnerships with sales, marketing, operations, and other departments to align on best practices for enhancing the overall client experience.
- Onboarded new clients through established sales and implementation cycle.
Project Manager
Build a Lead
12.2018 - 09.2021
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Education
Associate of Applied Science - Business Analytics
Westchester College
New York, NYGED -
Burnhamthorpe Collegiate
TorontoSkills
- Microsoft outlook, word, and Excel
- Cash handling
- Sales expertise
- Financial planning
- Cash flow management
- Loss prevention
- Portfolio management
- Security
- Risk assessment
Certification
Notary Public
Securities Industry Essential
Languages
Albanian
Native or Bilingual
Timeline
Client Experience Manager
HSBC Bank USA
10.2022 - 11.2024
Project Manager
Build a Lead
12.2018 - 09.2021
Associate of Applied Science - Business Analytics
Westchester College
GED -
Burnhamthorpe Collegiate
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