EARLENE SPARKS
*** ******** ******, ******, ** N*B 1Z6 · 226-***-****
adbvi9@r.postjobfree.com
SKILLS & CAPABILITIES
• Self-motivated team player with impeccable
work ethic
• Exceptional relationship building skills with a
focus on reciprocating support
• Above average critical thinking skills
• Effective communication skills with the
ability to positively influence change
• Strong time management skills with a focus
on prioritizing to meet deadlines
EXPERIENCE
TD Bank Financial Group (2002 – 2019)
Business Analyst / Copywriter – Retail Strategy & Solutions 2015 – 2019
• Copywriting of internal policy to meet a reading comprehension level of grade 8-10
• Confirm accuracy of information with Product Partners to ensure information rewritten is accurate
• Contribute to Team success by sharing best practices and assisting with Copywriting of other content such as Borrowing, Small Business and Day to Day Banking
• Publishing of B-web content to new website in a timely manner to meet Service Level agreement
• Support Partners in updating B-web policy information and working on Projects to enhance our intranet site
Team Manager - Branch Information Centre (BIC) 2010 – 2015
• Monthly one on one coaching to deliver on key business statistics
• Review and score Call Quality evaluations to ensure compliance to accuracy standards
• Actively support Personal Development Plans to help Specialist in achieving goals in current role, as well as future development
• Compile and submit all reporting to Finance for Scorecard updates
• Positively contribute as Operations Team Manager Liaison to support positive Queue management
2014 Annual Champion: Panama City
2
Team Manager High Value Clients – TD Ameritrade 2006 – 2010
• Coaching on key job accountabilities: sales goals, call time, compliance
• Monthly one-on-one sales coaching to support cross selling with branch partners
• Effective Vacancy Management with results well below business target
• Provided on-going mentoring and motivation to drive business results
• 2010 Annual Champion: Miami
Client Services Manager – TD Ameritrade Discount Brokerage 2005 – 2006
• Site Mutual Fund compliance manager responsible for onboarding Mutual Fund business to TD Ameritrade with ongoing management oversight of Mutual Funds traded on NYSE
• Provide management over-ride approval for Stocks, Options, Mutual Fund and complex trade strategy
• Effectively managed escalated customer calls by using persuasive reasoning skills
• Managed call volumes and queues for the entire call center
• Developed and facilitated training sessions in London, Fort Worth and Omaha for Active Trader Platform, Advanced Option Strategies and Mutual Funds
• Resource Liaison for Customer Service Specialists by educating Team Managers on how to answer client trading questions; initiate ideas to update agents on procedural changes during team meetings
• 2006 Annual Champion: Barbados
Client Service / Stockbroker – TD Ameritrade Discount Brokerage 2002 – 2005
• Successfully achieved licensing requirements of Series 7 and Series 63
• Provided clients with accurate and timely market activity and market movement information; including order qualifiers
• Accurately executed high value trades while minimizing corporate risk
• Executed advanced option trading strategies such as: Spreads, Straddles, Combinations, and Bi-writes
• 2004 Annual Champion: Quebec City
EDUCATION
• Managing Change – Leadership Certificate Program Fanshawe College 2018
• French Language Studies College Boréal 2018 - Present
• US Broker License Series 7 & Series 63 Achieved in 2004
• Management Boot Camp – Intensive Training January 2007
• Onward & Upward Business Administration Program One- year certificate program 3