Gouri Phull

Client-focused banking professional with current experience as an Account Specialist at RBC Royal Bank, supported by hands-on experience in financial services, client relationship management, sales, operations, and business administration. Skilled at uncovering client needs, explaining financial solutions, managing documentation, resolving complex inquiries, and building trusted long-term relationships. Strong interest in mortgage lending and committed to developing a career in residential mortgage solutions by bringing a needs-based, compliant, and service-driven approach to every client conversation.

Account Specialist at RBC ROYAL BANK (2023-09 – Present)

• Build trusted client relationships through needs-based conversations, proactive follow-up, and personalized financial guidance.
• Identify client financial needs and recommend appropriate banking, credit, and financial solutions within established policies and client circumstances.
• Review client profiles, account information, and financial needs to identify opportunities for credit and lending conversations and appropriate specialist referrals.
• Explain product features, eligibility, terms, fees, and next steps clearly so clients can make informed financial decisions.
• Manage complex client inquiries and service issues from initial contact through resolution, coordinating with internal partners when specialized support is required.
• Maintain accurate client records and documentation while following privacy, compliance, risk-management, and internal process requirements.
• Support achievement of individual and team sales and service goals through strong discovery, solution matching, relationship building, and follow-through.
• Recognize opportunities to deepen relationships and connect clients with specialized RBC partners for needs outside the immediate banking relationship.

Manager & Marketing Lead at GARRY'S CONVENIENCE STORE (2024-01 – Present)

• Manage day-to-day business operations, customer service, staffing, scheduling, inventory, and vendor coordination.
• Develop and execute marketing initiatives designed to increase customer traffic, sales, and repeat business.
• Build customer relationships and resolve concerns professionally while maintaining high service standards.
• Monitor business performance and adjust priorities based on customer demand, sales activity, and operational needs.
• Coordinate staff responsibilities and maintain an organized, accountable work environment.

Manager & Marketing Coordinator at BUDGET WIRELESS (2021-01 – Present)

• Manage customer relationships and support sales of telecommunications services through needs-based consultations.
• Lead marketing campaigns and client outreach to grow the customer base and strengthen local brand visibility.
• Coordinate day-to-day client communications, follow-ups, service questions, and account-related requests.
• Analyze marketing performance and adjust campaigns to improve customer engagement and business results.

Office Administrator at PANNU BROTHERS TRUCKING LTD. (2020-05 – 2022-08)

• Oversaw daily office operations, maintained employee files, and coordinated schedules and administrative workflows.
• Maintained financial records, performed accurate data entry, and prepared business reports and correspondence.
• Handled calls and inquiries, supported customers and staff, and ensured timely follow-up on administrative matters.
• Supervised support staff and helped maintain efficient, organized office processes.

Office Administrator at ACE TRADES & TECHNICAL INSTITUTE (2020-01 – 2020-09)

• Managed appointments, calls, email correspondence, documents, presentations, filing systems, and office records.
• Coordinated office supplies and maintained organized administrative documentation.

Office Assistant / Dispatcher at GUILDFORD CAB (2016-10 – 2020-01)

• Coordinated dispatch operations for a fleet of 60+ vehicles per shift, including scheduling and staff coordination.
• Managed major accounts, maintained accurate records, and resolved customer concerns efficiently.

Customer Care Representative at TRUE NORTH MANAGEMENT (2018-12 – 2020-01)

• Handled customer inquiries by phone and email, maintained accurate records, and supported high service standards.

Associate in Business Management – Langara College