Open to opportunities

Emir Mandz

@emirmandz

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Customer Success Consultant with expertise in financial services and client relations.

Canada

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated Customer Success Consultant with a strong background in financial services and client relations. My experience at American Express/Aspire Lifestyles has honed my ability to deliver exceptional white-glove service to high-profile clients, ensuring their lifestyle, travel, and concierge requests are met with precision and care. I pride myself on my professionalism and sound judgment, which have been crucial in handling escalated service issues and maintaining client satisfaction.

Throughout my career, I have developed a keen understanding of customer retention and case management, particularly during my time at Stellantis and Ally Bank. I have successfully overseen complex cases, ensuring compliance with industry standards while fostering effective communication across departments. My leadership skills have been instrumental in training and developing team members, contributing to high levels of customer satisfaction and operational efficiency.

With a strong educational background in Environmental Studies and specialized training in AutoCAD, I am committed to continuous learning and professional growth. I am eager to leverage my skills in customer relationship management, problem-solving, and strategic solutions to drive success in a dynamic work environment.

Experience

Work history, roles, and key accomplishments

Current

Customer Success-Lifestyles Consultant

Current

American Express/Aspire Lifestyles

Jun 2025 - Present (2 months)

Delivered exceptional white-glove service to high-profile clients by efficiently fulfilling lifestyle, travel, and concierge requests using a wide range of resources and personal expertise. Handled escalated service issues with sound judgment and professionalism, ensuring client satisfaction while aligning with contractual service scopes and brand standards.

Customer Service Concierge Services Client Relationship Management Problem Solving

Customer Retention Specialist-Senior Case Manager

Stellantis

Aug 2023 - Present (2 years)

Provided enhanced goodwill financial services to customers/clients, with goals to retain them as a customer. Oversaw complex cases with meticulous attention to detail, ensuring accurate documentation and compliance with industry standards.

Customer Retention Case Management Financial Services Negotiation Cross Functional Collaboration

CSR, Trust, Decedent, and Mortgage Specialist

Ally Bank

Jul 2016 - Present (9 years 1 month)

Skillfully assisted customers with opening and managing accounts, ensuring smooth fund transfers. Proactively communicated details about available products and competitive interest rates.

Customer Service Account Management Financial Services Mortgage Decedent Accounts Troubleshooting

Supervisor

Gatsby Vallet

Oct 2015 - Present (9 years 10 months)

Demonstrated effective leadership by overseeing drivers and daily operations. Provided crucial support for internal and external customers, ensuring excellent service.

Leadership Operations Management Customer Support Financial Management Marketing Strategy Business Growth

Education

Degrees, certifications, and relevant coursework

George Brown College

Specialization, AutoCad Specialization

2021 - 2022

Completed a specialization in AutoCAD, gaining proficiency in computer-aided design software for drafting and design. Developed skills in creating technical drawings and models.

Athabasca University

Certificate, Architecture and Heritage Planning

2012 - 2015

Studied Architecture and Heritage Planning, focusing on the principles of architectural design and the preservation of historical structures. Developed an understanding of urban heritage and conservation.

University of Waterloo

Honours of Bachelor of Environmental Studies, Environmental Studies Urban Planning Specialization

2007 - 2012

Specialized in Urban Planning, gaining expertise in environmental studies and urban development. Focused on sustainable practices and community planning.

Wilfrid Laurier University

Certificate, Environmental Impact Assessment

2009 - 2010

Completed coursework in Environmental Impact Assessment, focusing on the evaluation of potential environmental effects of proposed projects. Gained knowledge in regulatory frameworks and mitigation strategies.