Abetare Konjuhi
Langley
Summary
Developed leadership and customer-centric skills in fast-paced, customer-focused environment, ready to transition into new field. Expertise in analyzing customer feedback and implementing strategic improvements to enhance satisfaction and loyalty. Looking to apply these transferable skills to drive success and innovation in new challenges.
Overview
15
15
years of professional experience
Work History
Manager of Customer Experience
TD Canada Trust
03.2023 - Current
- Designed and implemented comprehensive training programs for staff to enhance their skills in handling diverse customer needs.
- Achieved increased levels of customer retention through diligent monitoring and addressing of potential issues before they escalated into larger problems.
- Implemented targeted communication strategies to ensure timely updates on product/service developments, leading to a more informed client base.
- Collaborated with cross-functional teams to identify and address key areas of improvement in the customer journey.
- Managed budgets effectively while maintaining focus on delivering top-quality services and exceeding performance targets.
- Established strong relationships with key stakeholders, fostering collaboration towards shared goals of improved customer experiences.
- Evaluated business reports to build action plans to offset negative trends.
Personal Banking Associate
TD Canada Trust
07.2022 - 03.2023
- Conducted regular account reviews to identify opportunities for cross-selling additional bank products and services.
- Participated actively in staff training programs designed not only for personal professional development but also for enhancing overall team performance levels.
- Streamlined branch operations by collaborating with team members to optimize efficiency and improve workflow processes.
- Managed a diverse portfolio of high-net-worth clients, providing comprehensive financial advice and superior customer service.
- Handled sensitive customer inquiries with discretion and professionalism, maintaining strict adherence to privacy regulations.
- Resolved complex customer issues promptly, escalating matters when necessary to ensure timely resolutions and maintain client satisfaction.
Customer Service Representative
TD Canada Trust
04.2018 - 07.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Restaurant Manager
Kostas Greek Restaurant
08.2009 - 01.2020
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
Insurance Service Representative
Pacific Blue Cross
01.2018 - 07.2018
- Increased policyholder retention with exceptional customer service and detailed explanation of insurance coverages.
- Ensured regulatory compliance by staying updated on industry standards and changes in state laws pertaining to insurance practices.
- Assisted underwriters in risk assessment, gathering relevant information to aid decisionmaking.
- Collaborated with sales team to identify opportunities for cross-selling or up-selling insurance products.
- Enhanced customer satisfaction by promptly addressing and resolving insurance inquiries.
Customer Service Representative
Canada Revenue Agency
01.2015 - 08.2015
- Utilized intricate tax knowledge to help Canadian’s answer their Income Tax and Child Tax questions and enquiries
- Delivered excellent customer service with positive and professional attitude
- Achieved or exceeded a90% satisfaction rating on a consistent basis
Education
Business Studies Diploma -
Kwantlen Polytechnic University
Surrey, B.C01.2018
Skills
- Strategic thinking
- Data-driven decision making
- Innovative mindset
- Customer segmentation
- Problem-solving
- Problem-solving abilities
- Team leadership
Languages
Timeline
Manager of Customer Experience
TD Canada Trust
03.2023 - Current
Personal Banking Associate
TD Canada Trust
07.2022 - 03.2023
Customer Service Representative
TD Canada Trust
04.2018 - 07.2022
Insurance Service Representative
Pacific Blue Cross
01.2018 - 07.2018
Customer Service Representative
Canada Revenue Agency
01.2015 - 08.2015
Restaurant Manager
Kostas Greek Restaurant
08.2009 - 01.2020
Business Studies Diploma -
Kwantlen Polytechnic University
Similar Profiles
Alessandro PompiliAlessandro Pompili
Manager Life & Health Support Services at TD Canada Trust (TD Insurance – Support Services)Manager Life & Health Support Services at TD Canada Trust (TD Insurance – Support Services)
Vedansh VyasVedansh Vyas
Personal Banking Associate at TD Canada Trust (TD Bank)Personal Banking Associate at TD Canada Trust (TD Bank)
Ken NijjarKen Nijjar
Operations Analyst at TD Canada TrustOperations Analyst at TD Canada Trust