Client Services Customer Experience

Frisnel Guillaume

Customer Experience Client Services Operations Service Delivery

*******.*********@*****.*** • 551-***-****

www.linkedin.com/in/frisnelguillaume/ • New Jersey

Executive Summary

Client services executive and operational strategist with over a decade of success across fintech and banking. Known for driving transformation across customer journeys, salvaging high-risk relationships, and rolling out scalable strategies that elevate satisfaction, engagement, and retention. Adept at translating feedback into action, aligning cross-functional teams, and steering decision-making with data and instinct. Recognized for leading without a blueprint and building empowered teams, influencing product and process innovations, and embedding the voice of the customer. Into every touchpoint.

Skills

Customer Experience Transformation

Voice of the Customer (VOC) Integration

KPI & SLA Optimization

Cross-Functional Team Leadership

AI & Automation Deployment

AML, KYC, BSA Compliance

Change Management & Organizational Agility

Coaching & Talent Development

Service Delivery & End-User Support

Knowledge Management & SOP Creation

Incident Response & Root Cause Analysis

Stakeholder Engagement & Communication

Escalation & Resolution Strategy

Professional Experience

TD Bank – Branch Manager

Morris Plains, New Jersey

2024 – Present

Boosted customer satisfaction by 18% through service workflow redesigns, frontline coaching, and reducing bottlenecks.

Introduces CX training modules and scripts to align with TD’s brand and values.

Elevated compliance by 40% via revamped audit controls and operational practices.

Strengthen community trust through engagement, partnerships and local outreach initiatives resulting in a 112% increase in performance year over year.

Fiserv – Client Technical Support Manager

Berkeley Heights, New Jersey

2022 – 2024

Led support for 3 SaaS platforms serving 1000+ financial institutions; streamlined ticket management and boosted transparency.

Slashed legacy backlog by 45% in 30 days by smarter triage and real time SLA dashboards.

Captured VOC insights to inform weekly execute briefings and influence product roadmap decisions.

Authored CX-driven SOPs, onboarding guides, and escalation protocols-cutting ramp time by 30% and lifting QA scores 15%.

Maintained 24X7 operational readiness, supporting critical incident response and communications.

Santander Bank – Branch Manager

Somerville, New Jersey

2017 – 2022

Turned underperforming service model into CX-forward branch; achieved 117% YoY assets growth.

Designed onboarding journey that increased cross-product adoption and reduced friction.

Lower audit exceptions by 60% through proactive training and compliance alignment.

Grew small business engagement by 300% through personalized solutions and community ties.

Built high-performing team recognized for internal excellence and top compliance scores.

Wells Fargo Bank – Branch Manager

Morristown, New Jersey

2012 – 2017

Ranked in top 2% nationally for customer satisfaction, branch performance, and employee experience.

Grew market share with targeted community engagement and relationship building.

Rolled out triage protocols that improved NPS and reduced in branch complaints.

Bank Of America – Financial Center Operations Manager 2008 - 2012

Jersey City, New Jersey

Pioneered client satisfaction methods that shaped service training initiatives.

Streamlined branch operations, to refocus team on customer experience verses manual processes.

Served as compliance liaison, ensuring accuracy and operational alignment across departments.

Tools and Technologies

Jira • Confluence • Salesforce • ServiceNow • SQL (Basic) • Excel • Power BI • Tableau • Aha! • Notion • Zoom • Webex SharePoint • Google Workspace • Trello • Microsoft Teams • CoPilot • ChatGPT • Gemini • and more

Professional Certification

Advanced Leadership Development, TD Bank 2025

Change Management Today, TD Bank 2025

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