Graziella Merlino
About Graziella Merlino
Graziella Merlino is a Customer Service Representative at CIBC with extensive experience in training and peer-coaching, and a background in customer service supervision at Zellers.
Title
Graziella Merlino holds the position of Customer Service Representative at CIBC.
Current Role at CIBC
Graziella Merlino has been employed as a Customer Service Representative at CIBC, 750 Lawrence Ave West, for several years. In her role, she assists internal staff including CIBC Branch representatives in resolving escalated cardholder issues. Additionally, she is responsible for processing customer service gestures, rewards adjustments, and redemptions. Graziella actively participates as a team member, sharing knowledge and experiences to achieve customer service excellence. She also identifies, validates, and documents day-to-day challenges, forwarding information to management with recommended solutions.
Previous Experience at Zellers
Prior to her current role, Graziella Merlino worked as a Customer Service Supervisor at Zellers, 700 Lawrence Ave West, from 1989 to 2004. With a tenure of 15 years, she gained extensive experience in customer service and supervision, which has contributed to her current role at CIBC.
Education and Expertise
Graziella Merlino has a diverse educational background. She obtained her Teaching English as a Second Language Certificate in 2007 after studying Teaching English as a Second or Foreign Language/ESL Language Instructor at Oxford Seminars through York University. In 2002, she acquired a Teaching Effectiveness Certificate from Humber College after studying Adult Learning Theories. Additionally, she earned her High School diploma from Dante Alighieri Academy, where she studied from 1984 to 1988. Graziella has extensive experience in training and peer-coaching new and existing representatives on TSYS and AS400 systems.