Abetare Konjuhi
Langley,BC
Summary
Proven leadership and customer-eccentric skills developed in fast-paced environments. Expertise in analyzing customer feedback to implement strategic improvements that enhance satisfaction and loyalty. Ready to leverage transferable skills to drive success and innovation in new challenges.
Overview
16
16
years of professional experience
Work History
Manager of Customer Experience
TD Canada Trust
Mission, British Columbia
03.2023 - Current
- Developed and implemented customer-centric strategies to improve customer experience.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Managed the daily operations of the bank's retail business line.
- Provided support for branch operations, including training staff on cash handling procedures.
- Resolved customer complaints promptly and efficiently.
- Conducted annual performance reviews for assigned personnel.
- Created financial management mechanisms to minimize financial risk to business.
- Oversaw the development and implementation of policies and procedures related to retail banking operations.
Personal Banking Associate
TD Canada Trust
Langley, British Columbia
07.2022 - 02.2023
- Implemented strategies to meet sales targets for banking products, including loans, credit cards, and savings accounts.
- Prepared and presented weekly reports on branch performance, identifying trends and areas for improvement.
- Conducted financial analysis to assess loan eligibility and risk factors, contributing to informed lending decisions.
- Developed and maintained relationships with new and existing clients, enhancing customer loyalty and bank profitability.
- Trained new employees on banking products, services, and compliance standards, fostering a knowledgeable workforce.
Customer Service Representative
TD Canada Trust
Langley, British Columbia
04.2018 - 06.2022
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong customer relationships to encourage repeat business.
- Supported sales team members to drive growth and development.
- Provided exceptional customer service to ensure customer satisfaction.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Performed cash handling duties including counting currency, coins and checks.
Manager
Kostas Greek Restaurant
Langley, BC
08.2009 - 01.2020
- Supervised a staff of 10 in daily operations.
- Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
- Managed accounts payable, accounts receivable and payroll.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Built sales forecasts and schedules to reflected desired productivity targets.
- Scheduled and directed staff in daily work assignments to maximize productivity.
Customer Service Representative
Canada Revenue Agency
Surrey, BC
01.2015 - 12.2015
- Delivered excellent customer service with positive and professional attitude.
- Achieved or exceeded a 90% satisfaction rating on a consistent basis.
- Helped callers to resolve Income Tax and Child Tax problems.
- Analyzed financial records such as income statements and balance sheets to identify potential deductions or credits.
- Assisted clients in understanding the complexities of their taxes to ensure accuracy of returns.
- Collaborated with other departments within the organization to resolve any outstanding tax-related issues.
Education
Bachelor of Arts - Accounting
Kwantlen Polytechnic University
01-2020
Associate of Arts - Business
Kwantlen Polytechnic University
2018
Skills
- Strategic thinking
- Customer service
- Problem-solving abilities
- Team leadership
- Training and development
- Conflict resolution
Timeline
Manager of Customer Experience
TD Canada Trust
03.2023 - Current
Personal Banking Associate
TD Canada Trust
07.2022 - 02.2023
Customer Service Representative
TD Canada Trust
04.2018 - 06.2022
Customer Service Representative
Canada Revenue Agency
01.2015 - 12.2015
Manager
Kostas Greek Restaurant
08.2009 - 01.2020
Bachelor of Arts - Accounting
Kwantlen Polytechnic University
Associate of Arts - Business
Kwantlen Polytechnic University
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