Erum Naseem

Enthusiastic, customer-focused professional with strong experience in financial services and team leadership. Proficient in CRM systems (Salesforce, FFT), Microsoft Office Suite, and digital banking platforms. Skilled in data entry, conflict resolution, cross-selling, and process improvement. Known for delivering exceptional service, managing teams, and coordinating schedules. Committed to fostering an inclusive, high-performing culture aligned with Scotiabank's core values.

Senior Customer Experience Associate at Scotiabank (Present)

• Delivered >190% PVP consecutive quarterly SEA activities (highest in 90399).
• District leader for "Make Referral for an Advice Conversation," contributing to ABC podium performance.
• Maintained an 89 personal C-Pulse score YTD.
• Exceptional reconciliation consistency and compliance.
• Champion for digital channels, Scene+, Salesforce, and change leadership.
• Active PDP and Applause engagement with peer coaching.
• Strong communication, de-escalation, and emotional intelligence.
• Fosters inclusive and collaborative team culture.

Business Associate | Team Lead at Fas Gas (2018-01 – 2024-12)

• Supervised a team of 6+, improving shift efficiency by 20%.
• Implemented scheduling system reducing call-ins by 30%.
• Trained 12+ hires, several promoted.
• Resolved customer complaints with 95% satisfaction.
• Maintained 100% compliance during audits and earned multiple recognitions.

Diploma in Business Administration – CDI College (2025-12)