1. Patricia Davidson
16 Ravensdale Road  Cobourg, Ontario K9A 2B9
905-269-1894  trish_davidson@hotmail.com
Operations Manager
Highly Experienced in Business Operations, Excellent Project & Team Leadership
Comprehensive background in operations leadership, with expertise in staff training and development,
customer engagement, and maintaining strong client service standards. Excellent verbal and written
communicator. Strong track record of building, leading and motivating cross-functional teams.
CORE COMPETENCIES
Business Process Improvement  Customer & Vendor Relationships  Program Management
Team Management & Training  Solutions Advice  Cost Reduction  Resource Management  Leadership
Service Improvement Strategy and Delivery  Sales Growth  Service Delivery
EXPERIENCES AND ACHIEVEMENTS
BMO/Bank of Montreal, 2009 – Present
Leading financial services provider, and one of the Big Five banks in Canada
Assistant Branch Manager  2009 – Present
Oversee all day-to-day service activities across the branch, ensuring consistently high standard of
service for clients, and operational effectiveness at all times.
 Manage daily scheduling of 5 front-line staff to maintain optimal resource allocation and high
level of customer service during busy periods
 Monitor Service Requests, ensuring branch employees are taking appropriate timely action to
meet or exceed customer expectations
 Proactively coached staff to address identified skilled knowledge and behavioral gaps
 Lead my team in focusing on client acquisition and revenue growth through regular coaching
 Provided subject matter expertise in operational effectiveness and branch compliance
Operational Assessment Analyst  2008 – 2009
Monitored branch operations, risk, expense management, operations and governance, providing input
to enable senior management to drive employee qualifications and proficiency at all organizational
levels.
 Supported management in developing action plans and implementing strategies to close
knowledge gaps through delivery of targeted training programs to reach sales and service goals
 Led initiatives including intake learning, technology and operational training
Financial Services Manager II  2006 – 2008
Responded promptly to walk-in and unassigned customer needs, consulting on wide-ranging banking
products and services.
 Acted as Commercial Branch Champion, driving growth of client engagement and sales
 Provided back-up to Assistant Branch Manager and senior colleagues during absences
Assistant Branch Manager (Temporary Cover)  2005 – 2006
Coordinated all day-to-day service activities, ensuring customers were assisted appropriately and
transactional and operational activities were completed in line with company policy.
 Managed daily scheduling of 4 front-line staff, maintaining high level of customer service
 Provided wide-ranging staff training and development, driving service level improvements
EDUCATION AND TRAINING
Fundamentals of Coaching and Branch Sales Management  Business for Self
Automated Loan Decisioning  Branch Compliance Office  Investment Funds in Canada