Judith Martin

Kitchener, On N2E 3A8 Home: 519 743-6934

judith.martin@rogers.com LinkedIn http://ca.linkedin.com/in/judithlmartin

Executive Summary

A motivated and dedicated relationship manager who is goal and results oriented to ensure
completion of projects on time and on budget.
Strong focus on customer service and client problem resolution. Highly Empathetic ensuring clients
are provided with solutions that preserve their relationship with the company and prevent loss of
confidence in firm
Noted for building strong teams with a vision of superior client service able to create highly loyal
clients

Core Qualifications

● Excellent Leadership and Management
● Exceptional public speaking, facilitation
and negotiation
● Strong Analytical and process management
● Skilled business development
● Excellent Problem solver
● Superb customer service and client resolution
● Strong organizational ability
● Effective time management
● Excellent communication -written and verbal
● Skilled multi-tasking
● Team Builder

Professional Experience

MANAGER, OPERATIONS AND CUSTOMER SERVICE

February 2010 to December 2010
Funeral Plans Canada – Kitchener, On
● Effective oversight, review and realignment of day-to-day operations to provide service to 300 sales
partners. Supervised death claims processing and authorized payments.
● Motivated and inspired team of 8 direct reports to ensure quality service under fast paced conditions
● Managed change leadership within rapidly expanding sales environment to ensure retention of clients
● Re-designed work-flow process to increase productivity to handle 200% increase in sales volume
without additional staff.
● Managed client expectations while delivering consistent service standards effectively to prevent loss
of client loyalty

MANAGER, QUALITY ASSURANCE

May 2008 to February 2009
SUNLIFE FINANCIAL- DEALER SERVICES – Kitchener, On
● Trained, motivated, evaluated and supervised Advisor Call Centre Staff providing accurate and
rapid instructions and information to advisors on matters pertaining to procedures, new product
launch, compliance, error correction and client service.
● Effectively supervised and coached subordinates through daily huddles, one on one coaching
and team case critiques that increased knowledge base and resulted in an increase in the
Advisor Satisfaction Survey by 4% over six months.
● Compassionate handling of escalated Advisor/Client concerns to balance the needs of the
advisors and clients with Regulatory requirements.
● Consistently managed competing priorities. Assessed timelines and requirements so that projects
were completed on time without loss of service to advisors.
● Developed and delivered training program for new CSRs for Dealer Call Centre to bring new CSRs up
to speed without loss of overall service standard ensuring ongoing advisor satisfaction - 40% of staff
were new.
FINANCIAL ADVISOR
January 2004 to January 2007
CIBC IMPERIAL SERVICE – KINGSTON, ON
● Effectively researched options for clients involving critical evaluation of hundreds of potential
alternatives; ordering, categorizing and prioritizing so that clients can make informed decisions
based on sound information.
● Managed portfolio performance against benchmarks and recommended actions for
adjustments thereby reducing losses, crystallizing profits and enhancing portfolio values.
● Examination of strategies to meet clients defined goals. Evaluation of probabilities of attainment of goals
under worst, likely and best case scenarios reducing possibility of client being wooed by competition.
● Developed Personal financial plans- set direction, created strategies, developed plans, executed
plan/strategies for 850 client relationships on an ongoing basis to ensure clients are kept up to date
and feel informed.

INSTRUCTOR
January 1999 to January 2005
St. LAWRENCE COLLEGE – KINGSTON, ON
● Envisioned, Developed and Designed Curriculum, Submitted to Board for inclusion in Course Offerings
● Reviewed Course Content for Effectiveness and analyzed Student Satisfaction resulting in
ongoing improvements of courses which increased enrolment.
● 96% positive course evaluations: "Uses great examples to make complicated ideas easy", "An
easy-going style that encourages people to ask questions."

INVESTMENT ADVISOR
January 2003 to December 2004
NESBITT BURNS – KINGSTON, ON
● Developed, designed and implemented annual marketing plans for client acquisition. Grew AUM
15% per year Evaluated results and made adjustments for following years which resulted in
additional increases of AUM.
● Effectively managed critical expiry dates for 500 accounts. Reviewed options, tracked action and
completion to ensure changes completed on time to reduce client exposure to risk and increase
client satisfaction.
● Defined, quantified and supervised service standards for client relations. Retained 94% of clients during
bear market reducing loss of millions of dollars of AUM and preserving $100,000 of firm revenue.

INVESTMENT REPRESENTATIVE
May 1997 to December 2002
EWARD JONES – KINGSTON, ON
● Implemented annual marketing plans for client acquisition. Grew AUM 12% per year. Evaluated
results and made adjustments for following years which resulted in additional increases of AUM.
● Defined, quantified and supervised service standards for clients. Retained 90% of clients through two
bear markets reducing loss of millions of dollars of AUM and preserving thousands of dollars of firm
revenue.
CREDIT CENTRE MANAGER
May 1987 to February 1997
TD BANK – OTTAWA, ON
● Supervised staff of four completing credit approvals for loans and mortgages for 16 branches.
● Evaluated workflow of department. Reduced turnaround time from 24 hours to 2 hours for
client service.
● Reduced overtime by 60% within the department.

Education

University of Windsor 1987

Windsor, On, Canada
Finance/Marketing
B. Comm (Hons)

Queen's University1985
Kingston, On, Canada
Economics
B.A.

Professional Accreditation

● CFP (Certified Financial Planner)1999-2009

● Level II Life Insurance 1999-2004
● PFP (Personal Financial Planning)1998
● CPH (Conduct and Practices)1997
● CSC (Canadian Securities Course)1988

Affiliations

● Rotary Club of Kingston –Black Tie Chair – 48 Volunteers on Team developing project
management and team skills resulting in ability to work with diverse groups of people under time
constraints and still accomplish goals.
● Crown Foundation of Queen's University Board of Directors– working with members of the
community and various levels of government
● Alumni Association of Queen's University, Kingston Branch President
● Greater Kingston Chamber of Commerce Board of Directors –Responsible for review of million
dollar annual budgets to ensure appropriate spending controls in place and value for members was
received.
● 58 A Dwight Ross Squadron- Training Officer – staff of 21 volunteers
● RKY Camp Board of Directors
● Junior Achievement -annual program presenter