Administration

ARMINA DOPPLE

**** ********* ***, ***** ***, Etobicoke, ON, M9P 3R2 416-***-**** *******.**@*****.***

HIGHLIGHTS/SKILLS

10+ years of experience in customer service satisfaction in retail and financial industries

5+ years in providing comprehensive solutions for clients and branch operations

4+ years administrative experience

Team player, reliable, flexible, dependable individual with a positive attitude

Quick learner with a keen aptitude for applying new knowledge resourcefully

Self-motivated and punctual individual with a genuine interest in professional development

Exceptional written and oral communication along with great interpersonal skills

Strong organizational and planning skills

Ability to work independently and as part of a team

Problem solver with high attention to detail

Able to set goals and follow through in a timely manager: using the task tab, calendar, reminder icon and colour coding emails

Strong Computer skills includes: Outlook, Excel, Microsoft Word, and PowerPoint

WORK EXPERIENCE

November 2018 – May 2019 Administrative Assistant Sovereign Insurance

Providing general support to internal/external visitors

Organizing and scheduling appointments/meetings as well as coordinating catering requests as required

Processing and completing various invoices

Maintaining contact/workstation lists etc.

Acting as a liaison with on-site property management, and other vendors as needed

Acting as a first point of contact for all visitors entering the office

Liaise with VP’s/AVP’s, employees to handle requests and inquires

Main reception duties e.g. answering phones, greeting visitors, providing visitor passes, visitors signing in etc.

Ensure reception area, boardrooms and kitchens are tidy, presentable and stocked with materials at all times

Assisting in the coordination of the on-boarding process for new hires (security passes, workstation/office setup, IGNITE orientation(s)

Assisting with meetings/events as requested, including the setup of rooms and A/V support when needed

May 2017- November 2018 Manager, Customer Service TD Canada Trust

Manage 6 CSR's; motivating and coaching all CSR's to their sales, referral and LEI goals

Ensuring the efficient and proper function of the branch as a whole; creating CSR employee schedules as well as handling elevated complaints to avoid escalations to customer cares

Branch key holder who opens, closes and ensures the branch is balanced at the end of the day

Authorize bank drafts, certified cheques, wire transfers and general ledger transactions; determining whether a hold should be placed on cheques above a CSR's limit while dealing with high value clients in the Yonge & Lawrence area

Leading, motivating and developing my team to achieving the ultimate Legendary Customer Experience

Promoting a positive work environment

April 2016 – May 2017 Branch Internal Controls Officer TD Canada Trust

Completion of branch administration, controls and compliance activities

Knowledgeable of the Manager Handbook and policies and procedures at the retail level

Support “First Time Right” with operational improvement and enhancing the overall customer experience

Work closely with the Management Team (monthly meetings and recap emails)

Complete quality reviews on Personal, Credit, Investment and Mutual Fund accounts for 5 branches

Track and escalate AML/KYC Findings

Coached staff on compliance with group huddles, individual coaching and e-mails

March 2014- April 2016 Customer Relations Coordinator TD Canada Trust

Answer telephones, return voicemails, update branch voicemail regularly

Order and maintain branch supplies

Welcome clients to the branch and direct them to the appropriate branch representative

Deliver a legendary customer experience at every interaction

Create the monthly sales team schedule

Manage the scheduling of the sales team’s daily activities – appointments, meetings, lobby leadership

Create a positive “First Impression’” by greeting and engaging customers in a range of sales, service and informational conversations

September 2008 – March 2013 Customer Service Representative TD Canada Trust

Processed day-to-day banking transactions for personal and non-personal customers in a timely and accurate manner

Identified and discussed advice opportunities to make the appropriate referrals as required

Acted as opening/closing junior combination holder, ensuring start of day/end of day duties performed accurately.

Assisted manager with sundry duties such as remitting cheques and bills, preparing courier bags for outgoing mail and mid-day balancing activities

Completed customer-initiated investigations and followed-up with customers in a timely manner

VOLUNTEER EXPERIENCE

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Sunnylea Nursery School Executive Committee (Secretary)- September 2016 to June 2017

Valleyfield J.S Parent Council – September 2017 to Present

Valleyfield J.S Parent Council Chair – September 2018 to present

EDUCATION

2006 Completed OSSD

REFERENCES Available Upon Request

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