Rita Domun

Bilingual Customer Service Manager @Citi

Mississauga, ON, CA

Bilingual (English and French)Managing Private Weath Management for Teams in GTA, London and Ottawa. Won the best Manager Award for 2023 globally with most improved team during my first year at Citi. Gold award winner for three consecutive months for Effortless Connection competition in August, September and October 2024.Managing a front line team upto 25 advocates to meet company’s Canadian and US standards and ensuring compliance of company procedures, service levels, call quality, risk contact resolution and internal audits. Managing a portfolio of Canadian ans US accounts. Interviewing and hiring. Handling 2nd level escalations. Monitoring Service levels. • Leading and optimizing staff performance, building effective teams, and maximizing employee engagement to achieve targets. Coaching, mentoring and empowering my Team to be best everyday and motivating them to meet their goals. I am a very caring and empathetic leader who create a healthy work environment that makes my advocates motivated and happy to come to work and excel. I lead by examples and inspire more leaders-Managing a team of professionals with diverse backgrounds in a high volume, front-line environment- Planning and managing program activities to ensure compliance with regulations and policies and improving service delivery- Developing and executing strategies to meet customer expectations and enhancing employee engagement, overseeing processes and outcomes- Building relationships with customers to create customer satisfaction- Collaborating with the management team and other departments to raise and resolve critical issues, support the planning processes, and develop responses.

Institute of Chartered Secretary and Administrators, UK

Business Administration and Management, General

University of Waterloo

Operations Management and Supervision

Canadian Securities Institute of Canada

Licence for Investment Mutual Funds in Canada, Canadian Securities

Cambridge University Examinations Syndicate, UK

High School