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Manager Customer Service

London, ON, Canada
February 19, 2020

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*** ******** ******, ******, ** N*B 1Z6 · 226-***-****


• 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


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


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


• 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

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