Charmi Shah

Dynamic Senior Customer Experience Associate at Bank Of Nova Scotia, leveraging strong problem-solving abilities and expertise in Customer Experience Management to enhance client satisfaction. Proven track record in team leadership and training, consistently achieving high service standards while fostering effective communication and collaboration across teams. Skilled in regulatory compliance and financial advisory services.

Senior Customer Experience Associate - Bank Of Nova Scotia - Canmore, Alberta

(2025-07)

• Ensure high customer satisfaction and retention
• Follow company service standards and compliance requirements
• Support supervisors with daily operations
• Assist in training and mentoring new associates
• Share feedback and best practices with the team
• Problem-solving and conflict-resolution ability
• Time management and multitasking

Occupational Health and Safety Officer - Bank Of Nova Scotia - Canmore, AB

(2023-11)

• Advised managers on strategies for reducing employee absenteeism due to work-related injuries or illnesses
• Facilitated communication between employees and management on safety-related concerns or suggestions
• Prepared reports detailing safety findings from investigations and inspections
• Collaborated with management to promote safe work environment

Customer Experience Leader - Bank Of Nova Scotia - Canmore, Alberta

(2024-03 - 2025-07)

• Lead and support customer service teams to deliver high-quality banking experiences
• Coach and mentor team members to maintain excellent service standards
• Monitor customer interactions and resolve escalated concerns professionally
• Develop and implement customer experience strategies to improve satisfaction
• Conduct ongoing staff training and professional development initiatives
• Review and improve service-related policies and procedures
• Build strong client relationships through effective communication and problem-solving

Financial Advisor - Bank Of Nova Scotia - Canmore, Alberta

(2023-03 - 2024-03)

• Supported branch sales goals and performance targets
• Maintained strong relationships with branch personnel and facilitated training sessions
• Ensured compliance with banking regulations and documentation requirements
• Developed customized financial plans and investment strategies
• Responded promptly to customer inquiries and account-related concerns
• Assisted customers in choosing proper loan program to suit financial needs

Customer Experience Associate - Bank Of Nova Scotia - Canmore, Alberta

(2021-11 - 2023-03)

• Assisted clients with everyday banking products and services
• Opened accounts and managed financial transactions for new and existing customers
• Identified customer needs and recommended suitable banking solutions
• Maintained accurate client records and completed administrative tasks efficiently
• Resolved customer issues while delivering excellent service experiences

Customer Service Assistant - Rusticana Grocery Store - Canmore, Alberta

(2021-11 - 2022-02)

• Assisted customers with product information, pricing, and promotions
• Processed returns and exchanges according to company policies
• Responded to customer inquiries and complaints professionally
• Supported smooth daily store operations and customer satisfaction

Food Service Supervisor - Rusticana Grocery Store - Canmore, Alberta

(2020-08 - 2021-11)

• Supervised food service staff and coordinated daily operations
• Scheduled staff shifts and monitored attendance records
• Ensured sanitation and health standards were constantly maintained
• Managed inventory, supplies, and operational efficiency

Food Service Supervisor - Non-Stop Pizza - Vancouver, BC

(2018-12 - 2020-03)

• Maintained food quality and workplace safety standards
• Assisted with hiring, training, coaching, and performance management
• Managed scheduling, payroll records, and inventory control
• Ensured compliance with food safety and health regulations

Store Supervisor - Poundland Ltd - London, UK

(2009-10 - 2016-07)

• Managed till operations and assisted customers with purchases and inquiries
• Supervised staff and assigned tasks based on operational needs
• Maintained stock displays, replenishment, and store cleanliness
• Resolved customer complaints and ensured excellent customer service
• Enforced company policies, including age-restricted sales regulations

First Aid - St. John Ambulance (2024-05 - 2024-05)

Master Of Arts - Marketing And Innovation - Anglia Ruskin University (2015-07 - 2015-07)

Diploma In Business Management - London International College (2011-07 - 2011-07)

Bachelor Of Commerce - Maharaja Sayajirao University of Baroda (2008-03 - 2008-03)

Higher Secondary Certificate - Gujarat Higher Secondary Education Board (2004-03 - 2004-03)

Secondary School Certificate - Sayaji Girls High School (2002-03 - 2002-03)