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my beautiful resume

Melanie M

on 14 September 2012

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Transcript of Resume

Melanie Mascarenhas 100 Gowan Avenue, Apt. 506 - East York - M4K 2E2 melanie.mesc@gmail.com 647 989 174 Passionate about a career in Instructional Design, where I can contribute my creativity and interpersonal skills to a position that focuses on employee development, teamwork and originality. Hardworking, reliable and intuitive, with a desire to learn Key Accomplishments Work Experience Skills Education  Thorough demonstrated knowledge of advanced functions of Microsoft PowerPoint

 Thorough knowledge of the zooming presentation editor program – Prezi

 A keen interest in the authoring tool – Lectora and the presentation tool - Camtasia

 Advanced knowledge of Microsoft Office Programs including Microsoft Excel and Microsoft Word Onboarding Service Specialist
Scotia iTRADE – 40 King Street West
May 2012 - Present

Foresee potential errors and discrepancies with client account applications to avoid unnecessary delays

Prioritize and organize workflow to enhance customer’s initial experience with Scotia iTRADE

First point of contact for the client in the initial stages of account set up – ensuring the client is comfortable navigating the website and placing their first trade with confidence Customer Service Representative – Research and Resolution
Scotia iTRADE – 40 King Street West
Oct. 2011 – May 2012

Maintained high level of care and detail in the investigation into various customer enquiries by adhering to outlined (policies) procedures

Responded via phone or letter to client complaints and concerns sent to the Office of the President

Applied fair judgment in investigating and resolving escalations by understanding the needs of the organization and the client Customer Service Representative
Scotia iTRADE – 40 King Street West
Jan. 2011 – Oct. 2011

Answered 35-40 calls daily regarding account enquiries and resolved problems or discrepancies concerning client accounts

 Maintained a high level of quality while communicating with clients via email/phone

Identified potential needs and matching business opportunities

Maintained a low number of escalated calls and a high quality score of an average of 75% (70% is expected)

Proactively recognized discrepancies and identified accurate solutions thereby improving clients’ experience Registered Investment Representative 30-day Training
Aug. 2012

The Canadian Securities Course
Sept. 2010 Business Administration Advanced Diploma Financial Planning Specialization
Sept. 2007 – Aug. 2010

A good understanding of market activities and the financial industry owing to Understanding Investment and Investment strategy course

 Learned the essentials of managerial accounting, financial statement analysis and elements of planning in the Financial Analysis course

 A good understanding of the CIPF code of ethics through my Ethics and Marketing of Financial Products course A D D I E AMBITIOUS DETERMINED DEDICATED IMAGINATIVE EFFICIENT  Designed the iCare program Collaborated with Senior Management and developed a one-day training workshop and user manual geared towards a diverse audience Proactively suggested and implemented improvements, where possible, to focus the program towards enhancing the experience for different learning personalities Wrote and revised content of manual based on the individual needs of different groups, namely the Operations department and Trading and Service Instrumental in creating a client focused service center where call quality was a bigger focus than call quantity Some Key feedback from iCare Designed a PowerPoint presentation outlining the escalation and deescalation procedures for the ‘Trading and Service’ employees – reducing the number of escalated calls overall  Assisted in streamlining the Card Issuance procedure - ensuring that employees were provided support and expertise during a critical period at Scotia iTRADE  Participated in the statement re-design project – assisted in locating and identifying potential errors and inconsistencies to avoid a rise in call volumes A working knowledge of Lectora and Camtasia Advanced functions of Microsoft PowerPoint Demonstrated knowledge of presentation editor program - Prezi Different
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