1. Summary of Qualifications
Skills
Core Competencies and Recognition
Professional Profile
Education
LILACH BALACIANO
2386 Rue Harriet Quimby, Saint-Laurent, QC H4R 3E4 | (C) 514-880-9282 | Lbalaciano@hotmail.com
Mature, independent, self motivated and results-driven professional with many years of experience in customer service, sales, business
development and operations looking to build a career path in a new industry.
Detail-oriented
Team player
Analytical
Proficient in MS Office
Excellent communication and interpersonal skills
Ability to multi-task and thrive in a fast-paced environment
Self-sufficient
Approachable
Organized
Strong in problem solving and time management
Ability to learn new concepts and implement them quickly
Bilingual in both French and English written and spoken
Customer Service
Received Exceptional Customer Service Award in December 2012
Received Employee Recognition Award for Exceptional Customer Service in 2008
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
Maintained friendly and professional client interactions at all times
Followed-through on all critical inter-departmental escalations to increase customer retention rate
Resolved escalated customer issues in a timely manner
Sales
Received Employee Recognition Award for Top District Sales in Credit Insurance and Investments
Responsible for growing, maintaining and managing client portfolios by profiling, analyzing and developing customized financial
strategies for clients' financial needs
Consistently hit and exceeded quarterly sales objectives by 50% -75%
?Identified customer needs by listening to the client and developed sales strategies to meet those needs
Developed excellent negotiation skills and have the ability to influence and persuade to reach any agreement
Established key professional relationships with COI's to grow business and build a strong referral base of prospects
Participated in annual charity and community events
Management
Successfully supervised a team of 12 customer service agents and 4 advisers
Responsible for weekly coaching sessions with employees to develop and strengthen sales performance
Established operational objectives and work plans and delegated assignments to employees
Implemented all training programs effectively in order to train and develop team members
Implemented innovative programs to increase employee loyalty and reduce turnover
Motivated staff to exceed sales objectives on a regular basis using consistent coaching techniques and implementing branch sales
challenges
Gathered and reviewed customer feedback to improve operations
2013Assistant Branch Manager
Bank of Montreal – Montreal. Quebec
2009 to 2013Manager Customer Relations
Laurentian Bank of Canada – Montreal, Quebec
2004 to 2009Customer Service Representative / Financial Services Representative / Non Negotiable Officer
Toronto Dominion Bank – Montreal, Quebec
2002 to 2004Point-of-sale and service - POS Associate
GLOBO - ALDO Group – Pointe-Claire, QC
2008Bachelor of Arts: Sociology / Human Relations
Concordia University - Montreal, Quebec