Julia Mileto
Montreal,QC
Summary
An enthusiastic and seasoned team leader with more than 15 years of experience in the financial sector, recognized for successfully mentioning and supporting team members to achieve their goals. Equipped with excellent leadership, problem solving, and communication abilities, with a strong commitment to proving great customer service. Proven experience in implementing training programs that enhance workforce productivity
Overview
7
7
years of professional experience
Work History
Team Leader - Client Services - Investment Funds
Sun Life Global Investments
07.2021 - Current
- Overseeing a team of 10-15 front-line agents to consistently achieve service levels exceeding 80%, while ensuring call quality remains at 95% or higher
- Engaging in bi-weekly one-on-one touchpoints and team meetings to motivate and influence team dynamics
- Fostering talent development by providing agents with upskilling opportunities every three months, focusing on four key skill sets.
- Collaborating with project management to establish and refine standard operating procedures
- Utilizing reporting metrics to enhance team engagement, including recognition initiatives such as Employee of the Month
- Optimizing scheduling to guarantee coverage across 13 operational queues during business hours
- Utilizing reporting metrics to enhance team engagement, including recognition initiatives such as Employee of the Month
- Provided guided and training to team leaders to effectively fulfill their roles
- Conducting interviews and facilitating the onboarding process for new employees
Knowledge Specialist - Client Services
Sun Life Global Investments
04.2018 - 07.2021
- Perform quality evaluations through various methods such as shadowing, side by side call monitoring, ad hoc evaluations, self -assessment, call calibration and mock calls
- Developed an internal call quality coaching program for ongoing agent training
- Provided targeted training for new hires and resources
- Established an internal process for managing email inquiries and trades, streaming interactions
- Review Blog posts and partner with Best Practice, Dealer Relations, Compliance, Marketing and Sales to ensure procedures are up to date
- Prepare weekly content for team huddles, reinforcing knowledge retention and team cohesion
- Partner with project managers to review onboarding training material
Bilingual Service Excellence Specialist
Sun Life Global Investments
04.2018 - 11.2018
- Developed strategic partnerships to secure long-term business retention with Sunlife.
- Manage inbound calls to assist customer and advisors with trades submitted, marketing materials and not in good order documents
- Assist advisors with filling out forms for high-net-worth client
- Facilitate the integration of new advisors into Wealth Strategic Partner Program
- Ensured response to emails from advisors and assistants, maintaining a two-hour turnaround time.
- Resolved complaints effectively under strict 24-hour deadlines
Education
Bachelor of Arts - Major in Human Relations
Concordia University
Montreal Certificate - Canadian Investments Fund Operations Course
IFSE Institute
01-2019
Certificate - Investment Funds Canada Couse
Canadian Securities Institute
Montreal 01-2015
Skills
- Communication Skills (En & Fr)
- Proficient in Microsoft Office
- Data Management and Reporting (Tableau)
- Focused on KPIs and Performance Matrix
- Strong Leadership and Interpersonal Skills
- Cross-Functional Training and Skill Development
- Strong Analytical and Research Abilities
- Exceptional Organization Skills
- Adaptable to Shifting Priorities
- Detail Oriented
Timeline
Team Leader - Client Services - Investment Funds
Sun Life Global Investments
07.2021 - Current
Knowledge Specialist - Client Services
Sun Life Global Investments
04.2018 - 07.2021
Bilingual Service Excellence Specialist
Sun Life Global Investments
04.2018 - 11.2018
Bachelor of Arts - Major in Human Relations
Concordia University
Certificate - Canadian Investments Fund Operations Course
IFSE Institute
Certificate - Investment Funds Canada Couse
Canadian Securities Institute
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