Welcome to BMO Performance Recap

Performance During Second Fiscal Year (Oct 2023 – Oct 2024)

Role & Employment Duration
Position: Customer Service Representative 
Upper Paradise & Mohawk Branch (Transit 2922), Hamilton, ON
Employment: May 2023 – Nov 2024 (1 year 7 months)

Branch Team Structure:

  • 3 Customer Service Representatives (including myself)

  • 2 Personal Bankers

  • 1 Financial Planner

  • 1 Branch Manager

During my time as a Customer Service Representative at the Upper Paradise & Mohawk Branch (Transit 2922) in Hamilton, ON (May 2023 – Nov 2024), I experienced a dip in performance while on vacation during May and June 2024. This temporary gap left me with a $1,250 sales deficit by the end of June, putting my year-end scorecard target at risk.

My manager challenged me to close the gap and achieve at least 100% before year-end. Instead of just meeting the minimum, I set myself a stretch target. From July to October 2024, I pushed myself to work extra hard and applied disciplined focus, persistence, and creative strategies.

As a result, I not only recovered the deficit but also exceeded expectations, finishing the fiscal year with 111% achievement on my scorecard.

This experience reinforced my ability to:

  • Recover from setbacks and stay determined under pressure.

  • Set ambitious goals beyond the minimum requirements.

  • Work strategically and consistently to exceed targets.

By October 10, 2024, I was at 96%, with three weeks remaining in the fiscal year. I seized the opportunity to work extra hard during this final stretch, determined to surpass my goal.

In the final three weeks before year-end, I pushed myself to go beyond expectations. During this period, I achieved an outstanding 499% in individual sales credit in just one week (Oct 18 - Oct 24), which helped elevate our branch’s market standing. This extra effort enabled me to close the gap from 96% to 111% overall by year-end, surpassing my personal sales goal and contributing to the branch’s success.

Closed the fiscal year with an overall achievement of 111% YTD (2024), surpassing performance targets.

Key Highlights (Oct 18 – Oct 24, 2024)

  • YTD Overall Achievement: 103% → Already exceeding year-to-date performance goals through consistent effort and disciplined progress tracking.

  • Referrals: 161% of target → Strong lead generation by analyzing customer profiles, identifying needs, and recommending tailored financial solutions.

  • Weekly Sales Credit: 499% → An extraordinary week, achieving nearly 5× above target through strategic prioritization and data-driven customer interactions.

  • Chequing Plan Upgrades: 547% (1,300 vs. target of 238) → Achieved by recognizing account usage patterns and proactively suggesting optimized plans (analytical thinking + customer insight).

  • Credit Cards: 343% (250 vs. target of 73) → Exceeded expectations by spotting spending behaviors and matching them to suitable credit solutions (pattern recognition + decision-making).

Performance During First 6 Months of Employment (May – Oct 2023)

  • Quickly established myself as a top-performing teller within just two months of joining (July 2023).

  • Consistently exceeded individual sales targets, contributing to the branch’s strong market position.

  • Achieved 127% overall performance by fiscal year-end 2023 (6 months of performance)

  • Drove branch success by helping it become a top performer in the Hamilton–Burlington–Niagara market.

  • Demonstrated strong referral skills and product knowledge, contributing to lead generation and customer satisfaction.

Recognized as the best-performing teller in the branch within just two months of joining, achieving an exceptional 616% in individual sales during the July 2023 summer peak sales period. One of the highest scores I achieved during my employement.

As the youngest and least experienced recruit, I quickly rose to become the best-performing teller within just five months. By year-end 2023, I achieved 127% in Individual Sales Credit, earning the highest CSR score in the branch and helping our branch rank at the top of the Hamilton–Burlington–Niagara market.

Branch (2922 – Upper Paradise & Mohawk, Hamilton, ON) performed at a top level in the Hamilton Halton Brantford market

 

226%

273%

290%

143%

Featuring some of my high-performing scorecards that showcase consistent goal achievement even during periods of low sales opportunities, and recognition for exceeding branch targets.

My journey at BMO has been defined by setting ambitious targets, overcoming setbacks, and consistently exceeding expectations. From achieving record-breaking weekly sales results to helping my branch rank among the top in the market, I have demonstrated resilience, analytical thinking, and a strong drive to deliver results. These experiences not only reflect my commitment to excellence in customer service and sales but also highlight transferable skills—goal tracking, data analysis, and performance optimization—that I now bring forward to my career in data and business analytics.

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