Relationship Manager, Trust

• Apr 2023 - Present

Manager of Customer Experience

• Dec 2021 - Apr 2023

• Implemented business strategies and process improvements to key client segments, sales marketing trends and increased branch metrics using data analysis from Medallia, CRM, CSM and Salesforce - surpassing branch and district KPIs over 20%• Developed cross level branch and corporate partnerships with stakeholders such as TD Wealth Management, Business Banking, Direct Investing, VISA Credit and TD Insurance to deliver prompt service solutions and branch initiatives to 1000+ clients, resulting in an 87% client retention and satisfaction helping clients save time, money and help them make money• Managed and led high performing professional team of 20+ Financial Advisors, Personal Banking and Customer Experience Associates in daily banking services, transactions, credit analysis and reporting, account management, financial analysis and reporting, financial advice and sales through multiple banking platforms such as EasyWeb, mobile and cross border banking - resolving and maintaining client’s needs in confidential matters increasing client and employee success driving branch money in and out KPI’s over 30% • Supported team with strong coaching and mentoring methods through financial advice and communication, product knowledge, the onboarding of new policies and procedures, marketing promotions, and credit applications for improving client experience while maintaining relations and mitigating risk under AML compliance, KYC due diligence and Canadian banking and securities law• Managed branch internal accounts, cash management services, operations and administration driving branch productivity and reducing spending by 15% Show less

Personal Banking Associate

• Jan 2021 - Dec 2021

● Promoted to a leadership role after consistently providing client services through daily advice opportunities, financial transactions, digital education of banking methods, resolving issues with banking solutions through account management, financial and credit analysis using account and branch reports, history, credit bureau files – increasing client retention by 89% and surpassing individual annual KPIs at 110%● Established partnerships with One TD partners, financial advisors, and personal banking associates to execute branch leads through pipelines providing opportunities for collaborative colleague mentoring while building client confidence in appropriate banking trends, client investor relations and practices consistent with securities regulations and TD code of conduct and ethics● Resolved critical issues and reported non-standard matters to management recommending improvements to branch practices such as cash management, operations and processes efficiently to enhance client success and experience efficiently ● Led customer experience associate team with strong coaching and mentoring methods on best practices for improving client experience and investor relations through the onboarding of current and new financial services and transactions, advice opportunities product knowledge, marketing promotions, policies, referral pipelines and leads that help clients save time, money and help them make money Show less

Customer Experience Associate

• Feb 2018 - Jan 2021

● Provided banking solutions & processed financial transactions such as deposits, withdrawals & bill payments, international wires, SaaS digital education of EasyWeb, mobile banking & cross border banking, cash shipments & fraud investigations as per standardized business procedures accurately & efficiently under TD code of conduct & ethics● Consistently engaged clients creating leads & pipelines to financial advisors & personal banking associates by servicing & catering to clients through account management, financial advice, using Salesforce data & Medallia survey data, branch & individual metrics ● Achieved & surpassed monthly, quarterly, & annual individual & branch KPIs by 115% & reduced customer churn rate by 15% by building a positive & diverse retail banking environment● Resolved client’s concerns using standard procedures & escalating non-standard activities, as necessary – increasing overall client satisfaction by 15% & client experience by 80% while exercising discretion in confidential matters Show less

Sales and Operations Associate

• Oct 2015 - Feb 2018

Sales and Stock Associate

• Nov 2014 - Sep 2015

Facilities Maintenance Manager

• Jul 2014 - Nov 2014